What you'll be doing:

• Define and drive the future experience for our call center representatives and the products they use.
• Reveal what our users need by conducting user research, working with cross-functional teams, and delivering insights.
• Inspire change through delivering oral and written presentations, leveraging qualitative and quantitative data, and helping stakeholders understand what would make a user’s experience more intuitive, accessible, and seamless.
• Lead and own a research project from start to finish, including conducting stakeholder interviews, formulating research goals and objectives, developing single and multi-track, qualitative and/or quantitative research plans based on best-in-class UX-research methods, collecting data, analyzing data, and synthesizing findings across research tracks, and developing reports.

What you are good at:

• Working independently to deliver insights in a fast-paced and ever-evolving environment.
• Critically thinking to generate unique research ideas and derive effective solutions for design issues.
• Effectively collaborating with stakeholders and act as a strategic partner in product decisions.
• Storytelling skills using data and other visualizations to engage stakeholders, communicate insights effectively, and clearly present key findings and recommendations.
• Continuously improve and grow by implementing new research techniques.

What we are looking for:

• 5+ years of UX research experience.
• Bachelor’s or MS in a human behaviour-related field (or equivalent and demonstrable work experience).
• Proficiency at conducting a wide array of qualitative and quantitative research methods, including surveys, user interviews, usability testing, observational methods, card sorting, etc.
• Experience working with large data sets, including a solid proficiency with basic statistics, and the ability to calculate the necessary sample size.
• Experience with testing in person and remotely.
• Success in supporting delivery of concurrent projects.
• Strong communication skills with ability to appeal to a wide audience.
• High proficiency with Microsoft Office products, PowerPoint, Excel, Word, etc.
• Experience in Financial Services or other Regulated industries and/or Rep Experience (RX).