Experience Research Senior Associate

As an Experience Research Senior Associate in SMB Client & Frontline Experience (CFX) and Lending, you will play a pivotal role in shaping user experiences across our products and services. Leveraging advanced proficiency in research methods, analysis, and both quantitative and qualitative techniques, identify customer needs and translate them into actionable insights and recommendations. You will act as a core contributor to aid in developing research studies that answer user needs. Your work will directly impact the design, architecture, and functionality of our offerings, collaborating with cross-functional teams to contribute to discussions on design and research, and leading the decision on which methods best suit key design questions.

Job responsibilities

• Conduct and execute research studies using advanced research methods, such as surveys, interviews, ethnography, and quantitative and qualitative techniques, to gather customer insights

• Analyze and interpret data, identify patterns and trends, and provide actionable recommendations to inform user experience design decisions and facilitate improvements in customer satisfaction and engagement

• Collaborate with cross-functional teams to ensure the integration of user insights into product development processes based on research findings

• Contribute to the creation and refinement of experience research strategies and connect craft work to business goals and success metrics, taking into consideration downstream implications

• Stay current with industry trends and incorporate knowledge into team insights

Required qualifications, capabilities, and skills

• 3+ years of experience or equivalent expertise in generative and evaluative user experience research, employing advanced research methods and techniques

• Demonstrated proficiency in both quantitative and qualitative research methods, including survey and interview design, ethnography, and data analysis

• Advanced knowledge of user experience design principles and practices, with a focus on how ethnographic principles influence effective user experiences

• Advanced understanding of current research methodologies, with the ability to review and understand how to apply current research practices to better inform experience designs

• Proven team player with a collaborative mindset, demonstrating the ability to work effectively across cross-functional teams and contribute to a positive, inclusive team culture

• Resourceful and comfortable navigating ambiguity, and finding creative solutions to deliver high-quality research outcomes

• Can-do attitude with a bias toward action, showing initiative and enthusiasm in tackling new challenges, adapting quickly to shifting priorities, and driving work forward without waiting for perfect conditions

Preferred qualifications, capabilities and skills

• Experience using AI tools to support research and adjacent workflows, including synthesis, analysis, content generation, or workflow acceleration.

• Experience partnering closely with Design and Content to translate research insights into experience design, content strategy, and user-facing interactions.

• Experience navigating complex, matrixed organizations, working across multiple stakeholders, priorities, and lines of business.

• Experience working in a highly regulated industry, or a strong willingness to learn and implement UX legal compliance protocols.

• Experience working in a highly regulated industry and/or willingness to learn and apply UX legal compliance protocols