Senior UX Researcher
USER EXPERIENCE (UX) SENIOR RESEARCHER
WHAT IS THE OPPORTUNITY?
The Client Insights and Strategy team at City National Bank is seeking a Senior UX Researcher who is passionate about human-centered design, driven by curiosity and the desire to understand people and their problems. We are a lean, multi-disciplinary team with a common purpose, to inspire insights-based confidence in marketing and design decisions before going live (pre-launch). This is an exciting time to be joining our team as we are still in the early and progressing stages of the research maturity model, and you will be an integral part of the growth and success of our team. In this role, you will be leading research projects as a trusted partner that contributes to the strategic planning and execution of City National's products and services, including web, tablet and mobile experiences. You will work collaboratively with other researchers, designers, and various cross-functional teams, and share actionable insights at all phases of design and product development. Reporting directly to the Client Insights and Strategy Lead, you must be a creative thinker and an expert in both qualitative and quantitative research methods. In addition, you must be an open-minded individual and flexible with research approaches to juggle competing priorities an overlapping projects. Ultimately, your role is to uncover deeper human insights that will lead to demonstrable business value.
Marketing Product and Digital Division
As a member of our Marketing, Product and Digital team, you will have an exceptional opportunity to help grow your career while driving change across many facets of the business. The team is passionately focused on building our brand, supporting banking products and finding innovative ways to engage and retain clients.
WHAT WILL YOU DO?
- Plan, design and conduct both qualitative and quantitative research studies, including writing research plans that outlines study goals, user criteria and research methodology
- Work closely with the UX design team and various stakeholders by asking the right questions to identify research needs
- Work collaboratively with vendors to identify recruiting requirements and to launch studies within our online client community
- Conduct both moderated and unmoderated research studies, in-person or remotely
- Identify the best research method or mix of methods based on research questions, timeline, and resources
- Analyze and triangulate qualitative and quantitative data in order to generate strategic and tactical insights along with actionable recommendations
- Synthesize findings into meaningful themes to create and present impactful readouts/reports for various audiences
WHAT DO YOU NEED TO SUCCEED
Must-Have*
- Minimum of 5 years' experience executing both qualitative and quantitative research (e.g. usability test, card sorting, tree test, ethnographic research, contextual inquiry, persona development, heuristic evaluations, participatory design on web and mobile apps)
- Minimum of 5 years' experience interacting with design and product teams
- Minimum of 5 years' experience working with agile/scrum software development methodology
Skills and Knowledge
- User research methods such as heuristic analysis, usability studies, ethnographic studies, contextual inquiry, and concept testing
- Excellent verbal and written communications skills.
- You work well with other team members such as designers, developers, product managers, and other key stakeholders
- UX/CX Analytics tools such as Google Analytics, Google Tag Manager, hotjar, Tealeaf, etc.
- Survey tools, Qualtrics preferred
- Interactive prototyping tools
- Remote research tools, Usertesting.com preferred
- Accessibility knowledge preferred (WCAG, screen reader software, aXe, WAVE, etc.)
- Agile/Scrum software development methodology
- Excellent verbal and written presentation skills to communicate clear, concise findings and actionable recommendations to designers, technologists, and stakeholders
- Experience creating and evaluating analytics and data visualization and dashboard design is a plus
*To be considered for this position you must meet at least these basic qualifications
The preceding job description has been designed to indicate the general nature and level of work performed by employees within this classification. It is not designed to contain or be interpreted as a comprehensive inventory of all duties, responsibilities, and qualifications required of employees assigned to this job.
INCLUSION AND EQUAL OPPORTUNITY EMPLOYMENT
City National Bank is an equal opportunity employer committed to diversity and inclusion. 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 basis protected by law.
ABOUT CITY NATIONAL
We start with a basic premise: Business is personal. Since day one we've always gone further than the competition to help our clients, colleagues and community flourish. City National Bank was founded in 1954 by entrepreneurs for entrepreneurs and that legacy of integrity, community and unparalleled client relationships continues to drive phenomenal growth today. City National is a subsidiary of Royal Bank of Canada, one of North America's leading diversified financial services companies.
City National Bank requires all colleagues to be fully vaccinated against COVID-19 to work on-site at any of our locations.
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