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Senior Officer, User Experience Research (40000213)

Category:  Digital Office
Job Type: 
Facility:  Change and Transformation

Job Purpose

- The SNR UX Researcher’s role is to provide answers to the most challenging questions in the product’s design, and to reveal the underlying needs of customers. The SNR UX Researcher reveals what the consumers need by conducting primary research, observing consumer behaviour and motivation, and working with Product Designers, Product Management, and Product Developers to developing new products and services.

Key Accountabilities (1)

- Conduct various studies with the assistance of the UX Researcher, by applying methods such as usability testing, field research, surveys, diary studies, and any other methods that she deems impactful in the formulation of product approaches that improve consumer experience.
- Analyse qualitative and quantitative data in order to generate strategic and tactical insights along with actionable recommendations that drive product design improvements and innovation that will in turn improve the consumer experience.
- Lead the product design and product development departments in a hands-on manner through both small scale and large scale user experience research. The UX Researcher assists these departments in the analysis and interpretation of cognitive, behavioural, and physiological data.

Key Accountabilities (2)

- Facilitates the collection of experience metrics in the course of collaboration with different product departments; collaborate with Product and Experience Design as well as the Development (engineering), Marketing, Sales, and Product Management.
- Contributes to design expertise by actively participating in various product discussion sessions with the product designers, developers, managers and other collaborative personnel.
- In interaction with consumers, usesing approaches method such as interviews, diary studies, surveys, competitive analysis, and A/B testing, among many others.

Key Accountabilities (3)

Key Relationships - Direct Manager

Director, Customer Experience Design

Key Relationships - Direct Reports

Key Relationships - Internal Stakeholders

Teams within the Digital Office and relevant departments in the Bank.

Key Relationships - External Stakeholders

Customers,Partners providing professional services

Success Profile - Qualification and Experiences

Domain Expertise
- 5+ years of relevant experience in a research role
- Deep experience in working with clients researching customer needs and behaviours
- Deep experience in product management or customer segment management
Agile / Digital Experience
- Strong understanding of Agile principles, practices and Scrum methodologies.
- Experience working in Agile teams to support digital transformation projects.
- Experience in process improvement and LEAN thinking methodologies
Bachelor degree in Social Science, Cognitive Science, Statistics, Psychology, or any other related field. A working experience of the equivalent is also acceptable for the position.

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