As an Experience Research Vice President in Personalization & Insights, you will play a pivotal role in shaping the user experience across our products and services. Specifically, your focus will be on understanding how internal users at the firm can better leverage our existing data to personalize customer experience. Leveraging your deep expertise in mixed methods research and user experience design, develop and execute research strategies to uncover valuable insights into the wants, needs, and abilities of our users. Your work will provide the foundation used to inform effective product and service designs across the firm. Apply your advanced knowledge of quantitative and qualitative methods to critically analyze the effectiveness of our existing and future designs as you collaborate with cross-disciplinary teams.

Job responsibilities

• Design and execute comprehensive research studies to identify internal user needs, preferences, and behaviors to foster product improvements and innovation
• Analyze and interpret data using advanced quantitative and qualitative methods and translate insights into actionable recommendations for enhancing user experience
• Facilitate benchmarking surveys and interviews with users to gather information on user needs and desires and create user testing scenarios to further refine the product or feature based on findings
• Mentor and guide junior researchers and designers and foster a culture of continuous learning and knowledge sharing within the user experience design team
• Monitor industry trends, such as AI, and advancements in user experience research methodologies and incorporate innovative techniques to maintain a competitive edge in the market

Required qualifications, capabilities, and skills

• 5+ years of experience or equivalent expertise in generative and evaluative user experience research, with a strong focus on both quantitative and qualitative research methods
• Proven ability to conduct various research techniques, such as ethnography, surveys, interviews, and advanced data analysis, to derive actionable insights for user experience design
• Demonstrated experience in collaborating with cross-functional teams, including UX designers, product managers, and developers, to propel user-centric decision-making and inform product prioritization
• Experience in designing high-quality research studies with an iterative mindset, with an ability to adapt study parameters to accommodate changing product design needs

Preferred qualifications, capabilities, and skills

• Experience designing internal enterprise portals / platforms (admin, operations, servicing, analyst, or agent-facing tools) with complex workflows
• Demonstrated success in coaching and aligning cross-functional partners who are newer to working with user experience team 6 helping teams frame the right research questions, setting realistic expectations around timelines and outcomes, and clarifying how and when to engage UX.
• Proficiency in using quantitative analysis tools, such as R, Python, etc.
• Aptitude for quickly learning complex technical spaces, especially how data informs models that personalize experiences