User Experience (UX) Analyst

POSITION SUMMARY: The UX Analyst plays a critical role in understanding and optimizing the user experience of our products and services. This individual will be responsible for conducting research, analyzing data, and collaborating with cross-functional teams to design and implement user-centered solutions. The UX Analyst will champion user needs throughout the product development lifecycle, ensuring that our offerings are intuitive, engaging, and meet the highest standards of usability.

RESPONSIBILITIES AND ACCOUNTABILITIES:

• User Research: Conduct qualitative and quantitative research to gather insights into user behavior, needs, and preferences. This includes user interviews, surveys, usability testing, and data analysis.
• Data Analysis: Collect, analyze, and interpret data from various sources, including website analytics, user feedback, and customer support interactions. Identify trends, patterns, and areas for improvement.
• Persona Development: Create user personas to represent different user segments, their goals, and pain points. Use these personas to inform design decisions and ensure that products cater to specific user needs.
• Journey Mapping: Develop user journey maps to visualize the user's experience from initial awareness to product adoption and beyond. Identify friction points and opportunities for optimization.
• Wireframing and Prototyping: Create wireframes and prototypes to visualize and test design concepts. Gather feedback from stakeholders and users to refine designs.
• Usability Testing: Conduct usability testing to evaluate the effectiveness of designs and identify areas for improvement. Iterate on designs based on user feedback.
• Collaboration: Collaborate with cross-functional teams, including product managers, designers, developers, and marketers, to ensure that user needs are considered at every stage of the product development process.
• Communication: Effectively communicate research findings, insights, and recommendations to stakeholders at all levels of the organization. Advocate for user-centered design principles.
• Stay Informed: Stay abreast of the latest trends and best practices in UX design. Continuously learn and apply new techniques to improve the user experience.

MINIMUM QUALIFICATIONS:

• 2-3 years of customer care experience in a bank call center environment preferred.
• 2 years of experience in a UX research or design role.
• Proficiency in UX research methodologies, including user interviews, surveys, usability testing, and data analysis.
• Experience with wireframing and prototyping tools.
• Strong analytical and problem-solving skills.
• Excellent communication and presentation skills.
• Ability to work independently and collaboratively in a fast-paced environment.
• Positive attitude, strong customer service skills, leadership qualities, and interpersonal skills.
• Proficiency in PC skills, including Microsoft Word, Excel, and Outlook.
• Ability to analyze data
• Relevant degree(s) or certification(s) in User Experience, Customer Relationship Management, Salesforce, Tableau, and Google Analytics is preferred.
• Experience with quantitative research methods and statistical analysis..
• Knowledge of accessibility guidelines and standards.
• Experience working in an agile development environment.
• Ability to learn quickly, multitask, and maintain customer confidentiality.
• Effective communication skills, both written and verbal.
• Detail-oriented with a focus on customer service.
• Banking experience is preferred.

Note: The bank complies with the Americans with Disabilities Act (ADA) and provides reasonable accommodations as needed. Essential abilities and physical requirements for all positions include effective verbal and written communication, attention to detail, and the ability to use standard office equipment.

OneUnited Bank is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, veteran status, or any other legally protected status.

Salary Range $2576.93 - $2,760.23/biweekly which annualizes to $67,000.00 - $71,765.98