Job Description :
UX Research
UX Researchers at U.S. Bank are adept at turning business questions into customer insights through a variety of research methods. The UX Researcher leads multiple research projects across the project lifecycle, including planning / design, prepping, facilitating, analysis and reporting. Their passion lies in helping colleagues understand people’s motivations, experiences and latent needs to directly shape the mobile, web applications and physical experiences that US Banks’ millions of customers use every day.
We are looking for candidates who are passionate about improving the experience for the customer. They take initiative to thoroughly understand our customers and the finance industry. The ideal candidate should have knowledge of current digital design trends, user-centered design principles, UX best practices, and heuristics, as well as service design methods. They are able to balance the tradeoffs between applying different methods, and can conduct ethnographic research one day and an online survey the next. They bring insights about people by a variety of methods, both qualitative and quantitative. They can hear questions and turn them into a research plan, using the appropriate research methods to gain meaningful customer insights. They have the ability to design studies that explore user behaviors and attitudes. They fuel ideation and evaluate designs through understanding user needs and expectations. They can then share these findings with designers, engineers and others (including executives) in order to make the team smarter and the experience better.
Responsibilities
Plan, design and organize research efforts; understand and incorporate complex technical and business requirements into research; strong understanding of strengths and shortcomings of different research methods, including when and how to apply them during each product phase.
Conduct research with customer, prospect, and banker audiences across the entire product development process; varying as needed in approach, scale, scope, timeframe, and methodology (including, but not limited to, ethnographic studies, story boarding, effective question construction, usability tests, surveys, co-creation workshops, A/B tests, one-on-one usability studies, eye-tracking, remote usability studies, online and in-person focus groups, device testing, cognitive walkthroughs, expert/heuristic reviews, customer / employee site visits, contextual inquiry, task analysis, statistical analysis of behavioral data, recruiting, phone interviews, card sorting, and quantitative benchmarking studies
Ask the right questions and gather data to uncover critical insights
Use marketing segmentation as part of the research project and recruitment effort
Collate and analyze results
Communicate results and illustrate suggestions in compelling and creative ways through concise written reports and/or engaging presentations
Maintain research technology systems, usability lab and vendors
Contribute actionable research to improve designs, prioritize features, and guide the roadmap
Facilitate remote and in-person user experience research studies
Collaborate cross-functionally with product management, project management, business analysts, design, user experience and delivery
Manage technical setup for in-person lab interviews
Basic Qualifications
- Master''s degree, or equivalent work experience
- 10 or more years of experience in project management and leadership activities
- Five or more years of managerial experience
Preferred Skills/Experience
-Bachelor''s degree in a related field such as human factors, anthropology, cognitive psychology or human computer interaction
-2-5 years’ experience leading and conducting user research studies, including usability tests, concept tests, ethnography, co-creation sessions
-Expertise in both qualitative and quantitative research methods and a strong understanding of when/how to apply them
-Experience working in a cross-channel environment, including desktop/laptop, mobile, devices, and brick-and-mortar experiences
-Strong knowledge of UX best practices, including website information architecture, interactive design principles, usability, service design, and online marketing and business needs.
-Strong attention to detail
-Strong presentation skills
-Empathetic, human-centric approach to analysis
-Ability to problem-solve and work independently
-Advanced knowledge of quantitative analysis and statistical concepts
-Expert in Microsoft Office, Excel and PowerPoint
-Maintains professional knowledge and experience
-Experience with remote user testing platforms
-Experience with designing for accessibility
-Experience with service design approaches
-Experience working in agile and waterfall environments
-Experience with responsive design
-Ability to create lo-fi prototypes
-Ability to develop moderator guides
-Familiarity with digital development process
-Experience leading others
Required/Desired Skills
Skill
Required /Desired
Amount
of Experience
5 or more years of experience in project management and leadership activities
Desired
3
Years
Bachelor''s degree in a related field such as human factors, anthropology, cognitive psychology or human computer interaction
Required
0
2-5 years’ experience leading and conducting user research studies, including usability tests, concept tests, ethnography, co-creation sessions
Required
2
Years
Advanced knowledge of quantitative analysis and statistical concepts
Highly desired
0
Strong knowledge of UX best practices, including website information architecture, interactive design principles, usability, service design, and onli
Required
0