Director, User Experience Research and Insights

Fidelity Investments   •  

Boston, MA

Industry: Accounting, Finance & Insurance


8 - 10 years

Posted 176 days ago

This job is no longer available.

The Customer Knowledge and Strategic Insights organization is seeking a highly motivated, creative individual to fill a User Experience Research and Insights role.  This role will lead the effort to deliver fact-based user insights and strategies/tactics to improve all aspects of the user experience (digital, mobile, omni-channel). 


The ExpertiseWe’re Looking For

  • The ideal candidate has 8+ years of relevant user experience research
  • Experience working at Customer Obsessed organizations and/or digital first companies
  • BA/BSrequired
  • Deep expertise and experience with key marketing research and usability / design techniques–experience with a comprehensive breadth of latest research methods and measurement techniques in usability andexperiencedesign, including:
    • Usability Testing (Moderating Lab and Remote Studies), leveraging the latest tools (Userzoom, Qualtrics, Mobile Video Journals, etc..)
    • Design Thinking
    • Prototype Testing

The Purpose of Your Role


This role will be responsible for researching User needs, behaviors, and digitalexperiences for Fidelity’s Retail organization.  This role will engage with key business stakeholders in an agile working environment, and the individual will closely partner with the working teams to influence user design throughout the entire product/experience life cycle. The position has a high level of exposure to Fidelity leaders and UX Designers. 

 The SkillsYou Bring

  • Quantitative research expertise, including capabilities in statistical analysis
  • Deep Qualitative research skills, with demonstrated capabilities in objective lab and focus group moderation
  • Communication and interpersonal skills -- ability to structure and deliver presentations clearly, crisply, and compellingly
  • Collaboration -- track record of establishing effective cross-functional partnerships and  relationships at all levels in a highly collaborative environment
  • Continual improvement -- always looking for ways to improve – both individually and organizationally. This individual will need to continuously improve their own functional expertise and the overall performance of the organization.
  • Leadership – demonstrated ability to coach others, make decisions in an agile environment, put the customer first, and inspire candid debate and dialogue

The ValueYou Deliver

  • Leading key research studies end-to-end including:
    • Developing hypotheses
    • Creating surveys and interview guides
    • Managing recruiting process
    • Moderating lab and remote studies
    • Analyzing findings
    • Synthesizing learning into clear and concise insights and recommendations
  • Working closely with marketing and digitalexperience partners to develop insights and inform user design
  • Integrating multiple pieces of research and analytics into compelling stories that explain the ‘what’ and the ‘why’
  • Sharing user insights broadly and making connections where relevant across business groups
  • Generating weekly feedback on products, services and digitalexperiences from Fidelity’s customer panels
  • Ensuring that business stakeholders have accountability to take actions based on user insights
  • Operating in an agile environment