As an Experience Research Senior Associate in Card Internal Tools and Platforms, you will play a pivotal role in shaping user experiences across our products and services. Leveraging advanced proficiency in research methods, analysis, and both quantitative and qualitative techniques, identify customer needs and translate them into actionable insights and recommendations. You will act as a core contributor to aid in developing research studies that answer user needs. Your work will directly impact the design, architecture, and functionality of our offerings, collaborating with cross-functional teams to contribute to discussions on design and research, and leading the decision on which methods best suit key design questions. In this role, you will collaborate closely with internal teams comprised of Service Designers, UX Designers, Product Managers, Go-to Market & Operations Teams, Developers & Data Architects, and occasionally external partners to uncover and solve for workflow pain points, and evaluate solutions aimed at improving productivity and operational efficiency.

Job responsibilities

• Conduct and execute research studies using advanced research methods, such as surveys, interviews, ethnography, and quantitative and qualitative techniques, to gather customer insights
• Analyze and interpret data, identify patterns and trends, and provide actionable recommendations to inform user experience design decisions and facilitate improvements in customer satisfaction and engagement
• Collaborate with cross-functional teams to ensure the integration of user insights into product development processes based on research findings
• Contribute to the creation and refinement of experience research strategies and connect craft work to business goals and success metrics, taking into consideration downstream implications
• Stay current with industry trends and incorporate knowledge into team insights
• Plan and execute research that informs the design of AI-powered experiences, evaluating usability, trust, transparency, and adoption of AI-driven features among internal users and partners
• Leverage emerging AI technologies and tools within the research workflow to scale data collection, synthesis, and insight generation while maintaining rigor and quality; be comfortable sharing learnings with peers

Required qualifications, capabilities, and skills

• 3+ years of experience or equivalent expertise in generative and evaluative user experience research, employing advanced research methods and techniques
• Demonstrated proficiency in both quantitative and qualitative research methods, including survey and interview design, ethnography, and data analysis
• Advanced knowledge of user experience design principles and practices, with a focus on how ethnographic principles influence effective user experiences
• Advanced understanding of current research methodologies, with the ability to review and understand how to apply current research practices to better inform experience designs
• Demonstrated experience researching B2B, enterprise, or internal-tooling products, with a focus on improving team productivity and operational efficiency
• Experience studying complex, multi-stakeholder workflows and translating insights into streamlined, user-friendly solutions for partners or business users

Preferred qualifications, capabilities, and skills

• Experience leveraging emerging AI technologies (e.g., generative AI tools) to enhance research methods, synthesis, or operational efficiency
• Experience designing or evaluating AI-driven experiences, with an understanding of usability, trust, and adoption considerations unique to AI products
• Familiarity with payments, Cards, or financial services product ecosystems a plus
• Demonstrated ability to support products from initial concept through launch and into post-launch performance evaluation a plus