Job DescriptionJoin us to help scale research impact across Identity & Access Management (IAM), one of the firm's most complex and security-critical domains. In this role, you will enable data-driven decision making through evaluative research, customer feedback programs, analytics, and research operations.
As an Experience Research Vice President, you will partner closely with researchers, designers, product managers, engineers, and analytics teams to ensure research programs are executed efficiently, customer feedback is systematically measured, and insights remain actionable over time.
This role combines hands-on research execution with operational leadership across participant management, customer satisfaction measurement, analytics coordination, and insight infrastructure. Your work will help strengthen the operational foundation that allows research teams to deliver meaningful business impact and customer-centered outcomes.
Job responsibilities- Design and execute evaluative research studies including usability testing, concept validation, benchmarking, and customer feedback assessments.
- Develop, administer, and maintain survey programs that measure user satisfaction, customer sentiment, and experience quality across IAM products and services.
- Analyze qualitative and quantitative data and translate findings into clear, actionable recommendations for product, design, and engineering partners.
- Coordinate participant outreach, recruitment, scheduling, reminders, and study logistics across multiple concurrent research initiatives.
- Manage research intake processes and support efficient planning, tracking, and execution of research activities.
- Partner with internal measurement and analytics teams to support analytics implementation, reporting needs, instrumentation requirements, and ongoing monitoring.
- Create recurring reports, dashboards, and scorecards that enable stakeholders to track customer experience and product performance over time.
- Monitor transactional customer satisfaction (CSAT) programs, ensuring survey health, data quality, governance, and operational effectiveness.
- Maintain research repositories, insight libraries, and documentation standards to ensure findings remain accessible, discoverable, and reusable.
- Synthesize findings across surveys, usability studies, feedback programs, analytics, and existing research to identify patterns and opportunities for improvement.
- Collaborate with researchers, designers, product managers, engineers, and analytics partners to ensure research insights are effectively communicated and acted upon.
Required qualifications, capabilities, and skills- 5+ years of experience conducting evaluative UX research, usability testing, survey research, customer feedback measurement, analytics, or related disciplines.
- Strong experience designing, programming, administering, and analyzing surveys and customer satisfaction programs.
- Proven ability to execute usability testing, concept testing, validation studies, and post-launch experience evaluations.
- Demonstrated ability to analyze both quantitative and qualitative data and translate findings into actionable recommendations.
- Experience managing participant recruitment, interview scheduling, study logistics, and stakeholder coordination across multiple concurrent initiatives.
- Experience working with product analytics, digital analytics, customer feedback, or measurement programs. Familiarity with analytics platforms is helpful; the ability and willingness to develop proficiency with tools such as Adobe Analytics is essential.
- Strong organizational and project management skills with exceptional attention to detail and operational excellence.
- Experience developing dashboards, recurring reporting, metrics frameworks, and customer experience measurement programs.
- Demonstrated ability to collaborate effectively with researchers, designers, product managers, engineers, and analytics teams.
- Excellent verbal, written, presentation, and stakeholder management skills.
- Ability to balance multiple priorities and operate effectively within a fast-paced, highly regulated environment.
Preferred qualifications, capabilities, and skills- Experience supporting customer satisfaction (CSAT), voice-of-customer, or experience measurement programs.
- Experience with research operations, participant management systems, or research governance practices.
- Experience maintaining research repositories, knowledge management systems, or insight catalogs.
- Familiarity with enterprise software, platform products, cybersecurity, identity management, access management, or other complex business domains.
- Experience working within Agile product development environments.
- Experience supporting cross-functional teams through measurement, reporting, and operational enablement activities.
About the TeamOur professionals in our Corporate Functions cover a diverse range of areas from finance and risk to human resources and marketing. Our corporate teams are an essential part of our company, ensuring that we're setting our businesses, clients, customers and employees up for success.
