Lead Client Experience Researcher

Daily Responsibilities:

• The CX Research & Insights team at bank’s Insurance is looking for a Senior CX Researcher to:
• Solve complex problems by creating and prioritizing a deep understanding of customer needs and experiences across bank Insurance.
• Make insights tangible to the business, ensuring insights drive strategies and business decisions that are rooted in data.
• Serve as a CX consultant on projects across Insurance and foster a client centric culture by influencing stakeholders to act on customer insights.
• In this role, you will report into the Director, CX Design & Research, and you will be responsible for supporting and assisting the team in building out a robust client experience research practice in a highly agile, fast-paced and innovative environment.

What program/technology/software knowledge is essential for this role? Describe in what capacity the selected candidate will be using it:

• Slack and Webex as collaboration tools,
• Microsoft products for reports.
• Video conference tools for meetings
• Research tools include, not limited to UserTesting.com, Qualtrics, Recollective/MyBank
• Asana for project intake
• Confluence for project management

Must-have Skills/Experiences and/or Education, certifications, qualifications, designations:

• An undergraduate Degree with a preference for a degree in Sociology, Psychology, Strategic Design, HCD, innovation or a related field
• A minimum of 5 years of experience in consumer research, UX research design, design strategy or a related field
• A deep understanding of design thinking or human-centered design and design research as a discipline
• A deep understanding of evaluative research methodologies, including best practices in UX research, usability testing, and experimental design (e.g., A/B testing)
• Experience designing and facilitating multi-stakeholder projects/engagements and workshops to drive prioritization and alignment.
• Demonstrated experience designing, facilitating, and leading evaluative research projects, including usability testing sessions, A/B testing, and information architecture testing
• Comfortable leading an end-to-end design thinking process: scoping, fieldwork, synthesis, ideation, socializing findings, and driving outcomes through actionable insights and recommendations
• Proven experience in developing customer experience journey maps, personas and excellent ability to build strategic narratives and bring them to life CS [Usability assessment]
• Strong consultative skills, work experience and a demonstrated ability to provide advice and expertise on multiple complex, high impact, and mission critical initiatives simultaneously
• A Self-starter attitude, demonstrate high initiative in engaging key partners.
• Excellent communication and presentation skills
• Well-developed impact and influence skills
• Demonstrated ability to collaborate closely and work effectively with teams at all levels

Nice-to-have Skills/Experience and/or Education, certifications, qualifications, designations:

• Experience working in a large matrix organization or corporate environment
• Experience working in insurance, financial services or adjacent industries