Experience Research Leveraging Artificial Intelligence - Global Client Experience

Join us to pioneer user experience insights, shaping products that resonate with customers and end users. Foster a culture of continuous learning as you mentor and coach junior researchers and designers and bring your thought leadership and expertise to the team.

As an Experience Research Vice President in Commercial and Investment Banking, you will play a pivotal role in shaping the user experience across our products and services. Leveraging your deep expertise in research methods and user experience design, develop and execute research strategies to uncover valuable insights into the wants, needs, and abilities of our customers and end users. Your work will provide the foundation used to inform effective product and service designs across the firm. Apply your advanced knowledge of quantitative and qualitative methods to critically analyze the effectiveness of our existing and future designs as you collaborate with cross-disciplinary teams. Apply solutions utilizing emerging technologies and Artificial Intelligence (AI) for transformation and optimization of both client experience and internal user experience across processes and systems.

• Design and execute comprehensive research studies to identify customer needs, preferences, and behaviors to foster product improvements and innovation
• Analyze and interpret data using advanced quantitative and qualitative methods and translate insights into actionable recommendations for enhancing user experience
• Facilitate surveys and interviews with users to gather information on user needs and desires and create user testing scenarios to further refine the product or feature based on findings
• Mentor and guide junior researchers and designers and foster a culture of continuous learning and knowledge sharing within the user experience design team
• Monitor industry trends and advancements in user experience research methodologies and incorporate innovative techniques to maintain a competitive edge in the market
• Lead the identification and analysis of end-to-end business processes to uncover opportunities for AI-driven optimization and automation
• Propose and develop innovative AI solution concepts that address complex business challenges and align with organizational strategy
• Analyze and review existing business processes to identify bottlenecks, redundancies, and inefficiencies using Six Sigma methodologies
• Collect and interpret process data, map workflows, and conduct root cause analysis to pinpoint areas for improvement
• Develop and recommend solutions for process transformation, automation, or other enhancements, and collaborate with stakeholders to implement changes

• 5+ years of experience or equivalent expertise in generative and evaluative user experience research, with a strong focus on both quantitative and qualitative research methods
• Proven ability to conduct various research techniques, such as ethnography, surveys, interviews, and advanced data analysis, to derive actionable insights for user experience design
• Demonstrated knowledge of advanced qualitative methods, with evidence of implementing findings that improved product or feature design
• Demonstrated experience in collaborating with cross-functional teams, including UX designers, product managers, and developers, to propel customer-centric decision-making and inform product prioritization
• Experience in designing high-quality research studies with an iterative mindset, with an ability to adapt study parameters to accommodate changing product design needs
• Demonstrated expertise in mapping business processes and translating findings into actionable AI solution ideas
• Proven experience in designing and implementing AI-driven analytics frameworks that enhance business decision-making and operational efficiency
• Strong knowledge of Six Sigma principles and experience applying process improvement techniques (e.g., DMAIC, Lean)
• Proficiency in process mapping, data analysis, and workflow optimization, with familiarity in process mapping and automation tools/technologies
• Excellent problem-solving, communication, and stakeholder management skills to drive change and facilitate cross-functional collaboration

• Deep expertise in business process mapping, reengineering, and AI-driven transformation initiatives
• Experience with enterprise AI platforms, data analytics tools, and process automation technologies
• Strategic vision for integrating future solutions into business operations to drive innovation and competitive advantage
• Degree in data science, AI, and business analytics with Six Sigma or related professional certification