As an Experience Research Vice President in the Commercial & Investment Bank Payments Experience Design team, you will play a key role in shaping the strategy, design, and functionality of payments products and services used by some of the world's largest and most complex organizations. You will leverage qualitative, quantitative, and mixed-methods research to identify customer needs, generate actionable insights, and influence product strategy and design decisions. You will also help build and evolve strategic research programs, including measurement and tracking initiatives (CSAT, NPS, etc.) identifying and applying AI-enabled approaches that improve research execution, streamline processes, and connect client understanding to business priorities, product outcomes, and measurable impact.

In this role, you will collaborate closely with Design, Product Management, Engineering, and Research partners across our global Payments Experience Design team to ensure client insights inform priorities, shape solutions, and support the delivery of intuitive, effective, and scalable experiences.

Job responsibilities

• Design and execute qualitative, quantitative, and mixed-methods research studies that address complex client, product, and business questions
• Analyze and synthesize research findings to identify client needs, behavioral patterns, pain points, and opportunities that inform product strategy and experience design
• Translate insights into clear, actionable recommendations that influence product priorities, design decisions, and roadmap planning
• Experience building and managing quantitative measurement initiatives (e.g. NPS, CSAT, brand, attitudes & usage studies, etc.)
• Contribute to the development and scaling of strategic research programs that generate ongoing client insight, measure outcomes, and support business objectives
• Identify, build, and leverage AI-enabled tools, workflows, and processes that enhance research execution, improve efficiency, and support high-quality insight generation
• Partner with cross-functional teams to embed research throughout the product development lifecycle and promote evidence-based decision-making
• Advocate for client needs and behaviors across complex B2B and payments experiences, balancing user goals with business and technology considerations
• Communicate insights and recommendations through compelling presentations, workshops, reports, and readouts tailored to a range of stakeholders
• Stay current on industry trends, research methodologies, and emerging best practices to continuously strengthen research strategy and execution

Required qualifications, capabilities, and skills

• Formal training or certification on experience research concepts and 5+ years applied experience
• 5+ years of experience or equivalent expertise in customer research, with a strong focus on marketing research and exposure to digital and user experience
• Demonstrated strength in qualitative and quantitative research methods, including survey design, interviews, usability testing, ethnography, statistical analysis, and synthesis of complex data
• Experience building, contributing to, or scaling strategic research programs that inform product priorities, generate ongoing customer insight, and measure impact over time
• Ability to identify and apply AI-enabled capabilities to strengthen research operations, improve process efficiency, and enhance the quality and scalability of research execution
• Proven ability to collaborate with cross-functional partners to influence decisions and drive alignment
• Ability to plan and execute rigorous research, adapt to evolving business needs, and maintain high standards for quality and methodological integrity
• Excellent written, verbal, and visual communication skills, with the ability to present insights clearly and persuasively to stakeholders at all levels
• Excellent project management skills
• Proficiency with Excel, PowerPoint, Qualtrics, and related research tools (e.g. User Testing, Optimal Workshop, LLMs, etc.)

Preferred qualifications, capabilities, and skills

• Experience conducting research in payments, financial services, B2B, or enterprise software environments
• Curiosity, creativity, and a collaborative mindset, with interest in exploring new research approaches and future-focused solutions
• Eager to gain skills in AI and related tooling and capabilities
• Ability to build strong working relationships across disciplines, regions, and levels of seniority
• Experience in B2B payments a plus