Navy Federal Credit Union currently does not provide sponsorship for this role. Applicants must be authorized to work in the United States without the need for current or future sponsorship.
To assist in planning, leading and formulating user-centered design strategies and solutions for experiences and initiatives using insights and inputs gathered from moderately complex profile research projects, psychology and user experience (UX) best practices. Serve as a change agent, looking for new ways to solve moderately complex problems. Work cross-functionally to conduct research and perform analysis to uncover opportunities and formulate innovative solutions that deliver value and create exceptional experiences. Works under limited supervision from higher level peers and/or leadership on moderately complex projects and analysis. Exercises judgement within defined procedures and practices.
- Act in a consultative and advisory role to various levels and functions within the design and product teams to identify research topics and plan research initiatives for both generative and evaluative purposes
- Identify and analyze the user experience by evaluating/leading projects end to end; developing guides and screeners, moderate, analyze, synthesize, make recommendations regarding prioritization, and deliver results,
- Lead the development and maintenance of experience and journey maps throughout life cycle of projects
- Perform the gathering, analyzing, developing and creating user stories that capture the user's needs
- Conduct research using a wide variety of qualitative methods and a subset of quantitative methods, such as surveys
- Communicate and present findings in compelling and creative ways; tailor research findings to suit the audience; influence upwards and laterally to drive organizational change and alignment
- Package insights into tools and assets for designers, product managers and product marketing managers to leverage (personas, design principles, scenarios, etc.)
- Support project team members in transforming research findings and insights into innovative solutions, in order to inform both user and business problems and deliver measurable outcomes
- Create artifacts, educational tools, experiences and processes that help build and evangelize UX Research within the larger organization
- Collaborate with business partners, stakeholders, and cross-functional teams to champion a centric approach to Navy Federal's products and services based on findings and feedback
- Serve as liaison regarding moderately complex research and how the findings relate to other channel services
- Utilize established strategies and tools to achieve and enhance value for users more efficiently and effectively
- Perform moderately complex analysis to quantify the benefit and value of potential features/enhancements to enable justification and prioritization
- Lead user experience initiatives with assignments across work streams
- Perform other duties as assigned
Required Qualifications
- Experience in user experience/market/consumer research, project management, and analysis in support of strategic planning initiatives
- Well-versed in multiple research methodologies, such as 1:1 usability studies - both in-person and remote, ethnography, contextual interviews, innovation and co-design workshops, journey mapping, eye-tracking, unmoderated usability, focus groups, card sorting, persona development, surveys, site-intercept, and other user testing techniques
- Ability to multi-task and prioritize multiple projects with minimal direction
- Experience using third-party UX research platforms to recruit participants and conduct studies
- Experience with quantitative market research methods to enable effective partnership with market researchers
- Experience in quantitative, behavioral analysis and statistical concepts
- Experience creating research deliverables (frameworks, videos, toplines, etc.)
- Working knowledge of financial industry best practices/trends, products and services
- Significant experience working and communicating with all levels of employees, management, stakeholders, and vendors; build relationships through rapport, trust, diplomacy, and tact
Experience with Agile methodologies and principles (Scrum, XP, Lean, etc.)
- Advanced communication skills, with strong ability to synthesize and communicate ideas visually, verbally, and in writing
- Effective skill in research, analysis, problem-solving and negotiation
- Advanced interpersonal, verbal, and written communication skills
- Effective and proficient word processing, database, spreadsheet, and presentation skills
- Advanced planning, organizational, and problem solving skills
Desired Qualifications
- Master's Degree Human Factors, Social Science, Strategy, Market Research, Psychology, Information Technology, Design, Cognitive Science, and/or the equivalent combination of education, training or experience
- Lean or Six Sigma or similar business process improvement methodology
- Working knowledge of regulatory, financial, and compliance regulations
Hours: Monday - Friday, 8:00AM - 4:30PM
Locations: 820 Follin Lane, Vienna VA 22180 | 5550 Heritage Oaks Dr Pensacola, FL 32526 | 9999 Willow Creek Road San Diego, CA 92131
About UsNavy Federal provides much more than a job. We provide a meaningful career experience, including a culture that is energized, engaged and committed; and fierce appreciation for our teams, who are rewarded with highly competitive pay and generous benefits and perks.
Our approach to careers is simple yet powerful: Make our mission your passion.
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Equal Employment Opportunity: All qualified applicants will receive consideration for employment without regard to age, race, sex, color, religion, national origin, disability, veteran status, pregnancy, sexual orientation, genetic information, gender identity or any other basis protected by applicable law.
Accommodations: If you need accommodation or assistance for a qualifying condition to complete the online application (or during any stage of the hiring process), you can contact Navy Federal's Medical Accommodations team at [email protected] or by calling 1-888-503-6013. This team cannot provide any information on job postings or application status.
Disclaimers: Navy Federal reserves the right to fill this role at a higher/lower grade level based on business need. An assessment may be required to compete for this position. Job postings are subject to close early or extend out longer than the anticipated closing date at the hiring team’s discretion based on qualified applicant volume. Navy Federal Credit Union assesses market data to establish salary ranges that enable us to remain competitive. You are paid within the salary range, based on your experience, location and market position. For additional details regarding compensation and benefits, review the Benefits page of the Navy Federal Career Site.
Protect Yourself from Job Scams: Navy Federal Credit Union jobs are posted on our career site, jobs.navyfederal.org and reputable job boards (e.g., LinkedIn, Indeed). We do not post jobs on social media marketplaces, messaging apps or unverified websites. We will never ask candidates for payment, bank details or personal financial information during the hiring process.
Bank Secrecy Act: Remains cognizant of and adheres to Navy Federal policies and procedures, and regulations pertaining to the Bank Secrecy Act.
Top Skills
What We Do
Navy Federal Credit Union is the world's largest credit union with over 12 million members, over $160 billion in assets and over 22,000 employees. As a credit union, we have members, not customers. At our campuses in Vienna, VA, Pensacola, FL and Winchester, VA, and in our more than 350 branches, we serve the men and women of the Armed Forces, Department of Defense, veterans and their families. We deliver world-class service, rooted in the belief that it is an honor and privilege to serve our members. We are committed to providing our members outstanding financial products and services. Navy Federal offers a career, not just a job. We are proud of the robust Total Rewards package we offer to our employees, including competitive salaries, incentive programs, comprehensive medical, dental and vision benefits, retirement plans with employer match, award-winning training programs, professional development programs, tuition assistance, paid leave, and work/life programs. Federally insured by NCUA. Equal opportunity employer. Android™ is a trademark of Google, Inc. iPhone® is a registered trademark of Apple, Inc. iPad® is a registered trademark of Apple, Inc. App Store(SM) is a service mark of Apple, Inc. Message and data rates may apply. FORTUNE and 100 Best Companies to Work For are registered trademarks of Time Inc., and are used under license. FORTUNE and Time Inc., are not affiliated with, and do not endorse products or services of, Navy Federal Credit Union. For more info, visit navyfederal.org
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