User Experience (UX) Researcher

Marketing   Credit One Bank’s Marketing department is responsible for developing communication strategies and campaigns that effectively convey who the Bank is and what it has to offer to current and potential card members. Matt Burton, Senior Vice President-Digital Experience, Marketing explains, “As a team, we find that our success is directly attributable to having employees who reflect that diversity. We have team members who come from different educational backgrounds, that are different ages, have different preferences, and all of that contributes to a product that is superior to one that is focused on one specific area.”   Position Summary Credit One Bank is looking for an experienced User Experience (UX) Researcher. As a member of the Digital Experience team, the UX Researcher will play a vital role in shaping Credit One Bank’s digital experiences across web (mobile/desktop) and native mobile apps (iOS/Android). Although primarily digital-focused, this is a customer-centric position tasked with working across business and functional leadership teams to understand customer experience challenges and identify opportunities to solve or enhance user journeys, product adoption, feature utilization, and product/program performance. The UX Researcher will be a leader in representing the voice of the customer while seeking to optimize business opportunities and continually improve overall customer satisfaction.   Essential Job Functions:  Lead and shape enhancements to card member digital experiences and product definitions with formative and foundational research Conduct research studies, as needed, at all stages from discovery to validation, using a variety of methods to understand customer needs and define opportunities such as usability studies, card sorting, field studies, cognitive walk-throughs, contextual inquiry, participatory design Lead and conduct qualitative and quantitative user research, create/conduct research plans, analyze/synthesize or lead analysis/synthesis of results at every stage of a targeted user journey or product life cycle and make applicable recommendations to teams (translating findings into product direction that guides the experience and product decisions) Apply problem-solving skills to analyze situations, identify existing or potential problems and recommend solutions Drive impact, as measured by changes to the product design and development road map Collaborate with technology, product, and business teams to create intuitive and engaging customer experiences across multiple projects simultaneously, start to finish Advocate for the customer through human-centered design methods and user empathy Navigate conflict resolution within your team as well as within projects, teams, and partner relationships Present and communicate research and analysis clearly and effectively across various organizations in any format required. Must be able to sell, support, explain, and simply present usability approach and research to various audience types  Position Requirements:  Bachelor’s degree in UX/HCI or related field or equivalent experience, at least 3 years of UX research experience and/or Human-Computer Interaction in a corporate environment Master’s degree or equivalent professional experience preferred At least 3 years of experience with design thinking and agile methodologies 5 years of usability testing, UX research and strategy preferred Experience with qualitative and quantitative research as well as agile/lean methodologies to choose the best methods for planning & execution of user research projects Experience and competence in conducting quantitative research and delivering actionable insights to leadership Experience creating common user research outputs such as Personas, User Journeys, Empathy Maps and with tools such as Figma, Optimal Workshop, Maze, Userzoom, or similar) Strategic and critical thinking capabilities across business/technology vision, solutions, strategy, roadmaps, and portfolio delivery Demonstrated ability to manage multiple priorities on concurrent, rigorous deadlines in a fast-paced environment