Experience Research Senior Associate

AI is rapidly changing the face of customer experience.

With Agentic, we have the opportunity to help our customers realize their full financial potential in ways that we are just beginning to imagine.

The Digital team is creating these new experiences with a platform approach to enable our Lines of Business.

As an Experience Research Senior associate in Digital Channels, you will play a pivotal role in shaping user experiences across our products and services.

Leveraging advanced proficiency in research methods, analysis, and both quantitative and qualitative techniques, identify customer needs and translate them into actionable insights and recommendations.

You will act as a core contributor to aid in developing research studies that answer user needs.

Job responsibilities


* Conduct and execute research studies using advanced research methods, such as surveys, interviews, ethnography, and quantitative and qualitative techniques, to gather customer insights


* Analyze and interpret data, identify patterns and trends, and provide actionable recommendations to inform user experience design decisions and facilitate improvements in customer satisfaction and engagement


* Collaborate with cross-functional teams to ensure the integration of user insights into product development processes based on research findings


* Contribute to the creation and refinement of experience research strategies and connect craft work to business goals and success metrics, taking into consideration downstream implications


* Stay current with industry trends and incorporate knowledge into team insights


* Collaborate with multidisciplinary partners to explore how people will interact with emerging technologies, shaping and maintaining a forward-looking backlog of research questions and enabling the testing of ideas that may not yet exist.


* Bring perspective, polish, and a builder mindset to cross-functional work, approaching ambiguity with agility, curiosity, creativity, and flexibility.

Required qualifications, capabilities, and skills


* 3+ years of experience or equivalent expertise in generative and evaluative user experience research, employing advanced research methods and techniques


* Demonstrated proficiency in both quantitative and qualitative research methods, including survey and interview design, ethnography, and data analysis


* Advanced knowledge of user experience design principles and practices, with a focus on how ethnographic principles influence effective user experiences


* Advanced understanding of current research methodologies, with the ability to review and understand how to apply current research practices to better inform experience designs


* Experience in rapid research programs at tech companies with established and innovative approaches to understanding and testing concepts.

Preferred qualifications, capabilities, and skills


* Experience working with and testing user-facing AI/M...