Experience Research Senior Associate

AI is rapidly transforming 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 at the forefront of this transformation, building new experiences through a platform approach that supports our Lines of Business.

As a Mixed-Methods Research Senior Associate in Digital Channels you will leverage various research methods, analysis, and techniques to identify user needs and translate them into actionable insights and recommendations, in the context of AI-driven/agentic customer experience transformation.

Job Responsibilities


* Lead strategic UX research by identifying opportunities and gaps across product areas and foster product improvements and innovation


* Plan and manage resources for research projects; align with product timelines and long-term planning


* Advocate for user needs while considering business goals, success metrics, and downstream implications


* Collaborate with cross-functional teams to gather information on user needs and desires and create user testing scenarios to further refine the products/features


* Maintain a forward-looking research agenda focused on how users interact with emerging technologies and how to evaluate innovative concepts


* Synthesize research findings into compelling artifacts to translate insights into actionable recommendations and drive product strategy


* Suggest improvements to research processes, document and collaborate with leadership to implement improvements, and boost efficiency in research operations


* Mentor and guide junior researchers and designers; foster a culture of continuous learning and knowledge sharing within the user experience design team

Required Qualifications, Capabilities, and Skills


* 3+ years or equivalent expertise of work experience in the UX research field


* Samples of work demonstrating impactful studies (an online research portfolio or work sample links in résumé), especially on strategic UX research projects


* Demonstrated knowledge of a range of quantitative and qualitative methods, with evidence of implementing findings that improved product or feature design


* Experience in designing and executing high-quality, complex research studies with an iterative mindset, with an ability to adapt study parameters to accommodate changing product design needs


* Demonstrated experience in collaborating with cross-functional teams to propel user-centric decision-making and inform product prioritization


* Ability to communicate and report research findings through artifacts and presentations


* Deep understanding of the Design Thinking methodology


* Familiarity with UX research tools (UserTesting, Dscout, etc.)


* General understanding of behavioral analytics


* Familiarity with survey design best practices

Preferred Qualifications, Capabilities, and Skills
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