Job Description
What will the employee do in this role?
• Lead, mentor, and develop researchers and designers, fostering a culture of collaboration, continuous learning, and user-centered thinking.
• Drive UX maturity across the organization by establishing and evolving research and design best practices, frameworks, and standards.
• Influence product strategy, business priorities, and roadmap decisions through user insights, research findings, and customer-centered recommendations.
• Partner with business, product, technology, marketing, and data leaders to ensure user experience considerations are embedded in decision-making.
• Define and execute research strategies and roadmaps that align customer needs, business goals, and product priorities.
• Lead quantitative and qualitative research initiatives from planning through delivery, including study design, execution, analysis, and stakeholder communication.
• Facilitate workshops, journey mapping sessions, and discovery activities that align teams around customer needs and business opportunities.
• Lead the development of end-to-end customer journey strategies, identifying opportunities to improve experiences across channels and touchpoints.
• Create, evaluate, and validate experience concepts and design solutions through usability testing, customer feedback, behavioral analytics, and iterative refinement.
• Establish and communicate UX success metrics, usability benchmarks, and research-driven insights that demonstrate business impact and guide continuous improvement.
What skills and qualifications does this employee need?
Education
• A Degree in related studies (Human Computer Interaction, Human Factors, Data Science, Interaction Design, Cognitive Science, Psychology, etc.), or equivalent real-world experience
Work Experience
• 5-8 years in UX related role doing research and design
• 1-2 years leading UX researchers/designers
• Experience managing qualitative and quantitative research projects including multi-phase, multi-mode projects.
• Ability to do design work in tools such as Figma (the primary one we use)
• Familiarity with current and emerging KPI's, benchmarks and success metrics (Net Promoter Score, Customer Satisfaction Scores, Customer Effort Score, System Usability Score, etc.)
• Experience with survey and measurement tools (Ex: Qualtrics, UserTesting.com)
• Experience turning insights in to action, with the ability to tell a compelling story about the wants and needs of our clients
Required Knowledge, Skills, and Abilities
• A passion for leading and career growth
• Caring and compassion for others including a commitment to psychological safety
• Must be comfortable communicating with and influencing leaders at all levels
• Promoting UX maturity and advocate for the value it provides the organization
• Knowledge of UX Trends
• Genuine passion for problem-solving, are comfortable with ambiguity, and rise to challenges with creativity
• Must be comfortable working closely with passionate researchers, designers, product owners, scrum masters, technologists, marketers, and data scientists that all care deeply about driving our customer experience vision
• Takes a collaborative approach to projects, continually holding the user's perspective while balancing a diverse range of stakeholder objectives
Knowledge, Skills and Abilities (preferred)
• Financial Services experience
• Military experience
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