Senior CX/UX Researcher | Banking & Phygital Experience | Remote

Are you passionate about bridging the gap between digital and physical customer experiences? Our forward-thinking financial institution seeks a seasoned CX/UX Researcher to spearhead innovative research initiatives that transform how customers interact with banking services. You'll utilize cutting-edge equipment and methodologies to analyze, optimize, and revolutionize customer journeys across multiple touchpoints.

Key Responsibilities

- Conduct in-depth immersion studies of user experiences within retail banking environments, meticulously mapping and analyzing customer scenarios and behaviors.

- Collaborate in designing and refining comprehensive customer journeys across all digital channels, ensuring seamless transitions between physical and digital touchpoints.

- Partner with Customer Journey Experts (CJE) to develop, prioritize, and maintain research backlogs for various banking destinations and services.

- Identify critical research needs through data analysis, formulate testable hypotheses, and establish baseline metrics for measuring experience improvements.

- Independently initiate and drive research projects, generating actionable recommendations to enhance customer satisfaction and engagement.

- Execute diverse research methodologies including qualitative testing with eye-tracking technology (Tobii Pro Spectrum 2023 or equivalent), in-depth interviews, quantitative surveys, contextual field studies, and ethnographic observation.

- Develop comprehensive backlog documentation for CX/UX challenges, creating essential artifacts including Customer Journey Maps (CJM), Business Process diagrams (BP), and user personas based on research findings.

- Facilitate solution development through specialized research workshops, actively participate in prototype creation processes, and diligently monitor implemented changes for efficacy.

- Provide training and mentorship to product teams on conducting foundational research independently, fostering a research-driven culture throughout the organization.

Required Qualifications

- Minimum 2+ years of professional experience in CX/UX research roles, preferably within financial services or retail environments.

- Demonstrated ability to manage the complete research cycle from initial planning meetings through execution, analysis, report generation, and collaborative workshops.

- Extensive experience conducting both Customer Experience research and usability testing, with clear understanding of how these methodologies complement each other.

- Proficiency in developing comprehensive Customer Journey Maps and applying design thinking principles to complex business challenges.

- Proven track record thriving in fast-paced, collaborative team environments with multiple simultaneous projects.

- Strong communication skills with the ability to initiate research initiatives, persuasively articulate value propositions, and effectively defend research recommendations.

- Experience with modern research tools including Figma, Miro, UserZoom, Lookback, or equivalent platforms.

- Bachelor's degree or higher in Human-Computer Interaction, Psychology, Anthropology, Design, or related fields; advanced degree preferred.

Nice to Have

- Experience in banking, fintech, or financial services sectors.

- Certification in specialized research methodologies or design thinking.

- Knowledge of accessibility standards and inclusive design principles.

- Experience with mixed-methods research approaches combining qualitative and quantitative data.

- Familiarity with service design frameworks and methodologies.

- Background in behavioral economics or decision science.

- Publications or conference presentations related to user experience research.

Portfolio Requirement

Candidates must submit documentation for two research projects completed independently for review during the interview process. These projects should demonstrate your research approach, methodologies employed, key findings, and implemented solutions. While you may anonymize or de-brand materials to comply with NDAs, projects must represent actual work you've personally conducted rather than team efforts.

Why Join Our Team

By joining our innovative research team, you'll have the opportunity to shape the future of banking experiences through cutting-edge research methodologies. You'll work with the latest technology in user research while collaborating with cross-functional teams dedicated to customer-centric design. We offer competitive compensation, professional development opportunities, and the flexibility of remote work while making meaningful impact on how millions of customers interact with essential financial services.