UX Researcher II

Overview

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.

Responsibilities

• 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

• Experience in user experience/market/consumer research, project management, and analysis in support of strategic planning initiatives
• Ability to multi-task and prioritize multiple projects with minimal direction
• Significant experience working and communicating with all levels of employees, management, stakeholders, and vendors; build relationships through rapport, trust, diplomacy, and tact
• 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
• 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
• 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 creating research deliverables (frameworks, videos, toplines, etc.)
• Working knowledge of financial industry best practices/trends, products and services
• Experience with Agile methodologies and principles (Scrum, XP, Lean, etc.)
• Advanced interpersonal, verbal, and written communication skills
• Effective and proficient word processing, database, spreadsheet, and presentation skills
• Advanced planning, organizational, and problem solving skills

• Lean or Six Sigma or similar business process improvement methodology
• Working knowledge of regulatory, financial, and compliance regulations
• 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