Bring your industry trends and knowledge to our team and shape exceptional user experiences through cutting-edge research, influencing product design and functionality.
As an Experience Research Senior Associate in Small Business Acquisition Experience (Business Banking), 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.
This role sits within the Small Business Acquisition Experience team, supporting digital and assisted account opening, onboarding, and early lifecycle experiences for Business Banking customers. The researcher will partner closely with Product, Design, Data & Analytics, and Technology to influence critical customer journeys such as eligibility, verification, funding, and offer presentation. The role focuses on balancing regulatory constraints with usability, ensuring acquisition experiences are intuitive, trustworthy, and conversiondriven. Research outputs will inform roadmap prioritization, experience standards, and experiment design across web and branchsupported flows.
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
- Lead research for complex acquisition and onboarding journeys, navigating regulatory, risk, and operational constraints
- Translate small business customer needs into clear opportunity areas, design principles, and experience recommendations
- Support experiment design and validation for acquisition initiatives, including concept and usability testing
- Communicate research findings through compelling narratives, frameworks, and artifacts tailored to executive and delivery audiences
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
- Experience influencing product and design decisions through evidencebased insights
- Ability to independently plan and execute research across multiple workstreams with minimal oversight
- Strong storytelling and communication skills, with the ability to synthesize complex findings into clear, actionable recommendations
- Familiarity working in highly regulated environments and designing research within compliance constraints
Preferred qualifications, capabilities, and skills
- Experience researching small business, B2B, or financial services products
- Familiarity with acquisition, onboarding, or account opening journeys
- Experience partnering with data analytics teams to triangulate behavioral and attitudinal insights
- Knowledge of experimentation, test-and-learn, or optimization frameworks
- Experience presenting research findings to senior stakeholders and executives
