Senior UX Researcher

2 weeks ago

Brockville, Ontario, Canada ATB Financial Full time

At ATB, we exist to make it possible for our clients, team members and communities. Our purpose is more than aspirational. It's a real commitment we live every day through our values (what we call the ATB ID).
Life at ATB is about more than work. In fact, we're consistently recognized as one of Canada's top employers thanks to our high-care, high-performance culture, upheld by the three commitments we make to our team members:

Impact in action: No matter where you are in the organization, you're empowered to make an impact in the lives of our clients and communities.

Thrive together: We want you—the unique, authentic you—to feel safe and celebrated at work. We're on a continuous journey to build the most flexible and inclusive programs.

Ready for tomorrow: We want to enable your success through interesting and challenging work, performance enablement, and learning and development.

Purpose

The Digital Product Design team at ATB exists to define, design and deliver products, tools and journeys that enable ATB to differentiate on our client experience and achieve business results. As a team, we know that an important way we will achieve this goal is to place our clients at the heart of our experiences through human-centred design practices.

About the role

Reporting to the Manager, UX Research—Senior UX Researchers are responsible for discovering and understanding what users want from a product and how they feel about a product through both evaluative and generative research and collaboration with cross-functional teams. They are advocates for our clients' and their needs, to help guide design decisions with relevant data and insights.

As a key member of the Digital Product Design team, you'll be working collaboratively across cross-functional design disciplines and throughout the organisation with partners in ATB's Areas of Expertise—Everyday Financial Services, ATB Business, ATB Wealth and other support units.

Responsibilities
  • Work closely with ATB's Areas of Expertise to understand a problem from our users' perspective
  • Translate research into actionable insights that align with ATB's business strategies
  • Initiate and oversee a UX research project from start to finish, including proposal development, project kick offs, research field work, data analysis and reporting
  • Demonstrate a deep understanding of the user experience research practice and processes (qualitative quantitative methods)
  • Ability to conduct and facilitate various research activities including,
    • interviews
    • surveys
    • usability testing
    • tree testing
    • card sorting
    • building personas
    • client feedback monitoring
    • heuristic evaluations
    • ethnographies/diary studies
    • competitive analysis and market scans
  • Collaborate as a peer to cross-functional Digital Product Design team members and Product Management in defining the client-centric approach to product development
  • Ensure that strategically important research and insights are understood by relevant stakeholders
  • Share knowledge and provide mentorship to less experienced team members
  • Generate insights that shape how product teams think about medium and long-term product strategy
  • Maintain and contribute to a repository of insights found through research
  • Understand product roadmaps and be able to translate them into long-term and short-term research plans, as well as look for ways to support the development of the roadmap at all stages
  • Strategic foresight—identify emerging industry and market trends and opportunities, ensuring that we can stay ahead of the curve in terms of product and service innovation, setting us up to lead and differentiate
  • Prioritize time between several different projects, priorities, relationships and competing schedules
  • Familiarity with research and user testing platforms such as Qualtrics, UserTesting, Optimal Workshop or similar tools
  • Continually learn, grow, and improve the craft of UX research at ATB
Accreditation & Experience
  • 10+ years experience studying user/customer behaviour, values and opinions
  • 3+ years in a leadership role (coordinating tasks, resources and projects)
  • Please include a portfolio demonstrating past work and experience in UX research with evidence of strategic thinking
  • Graduate degree in UX Research, Human Factors, Cognitive Science, Psychology, Computer Science, Business, or related field
  • Excellent written and verbal communication skills
  • Experience in a highly regulated industry (like banking, insurance, healthcare) an asset

Don't meet all the requirements on the list?
A resume only goes so far in expressing who you are and the unique perspectives you bring. If you believe your skills and experience align with the role—but you might not check all the boxes—we want to hear from you. We encourage candidates from all work backgrounds, equity-seeking communities and experience levels to apply. If you're seeking a career where your drive, perspective and growth are celebrated, we want to hear from you. We're dedicated to building a workforce reflective of those within our communities, and a culture where our team members are equipped with what they need to succeed—their way. Part of creating an inclusive workplace is recognizing our role in advancing Truth and Reconciliation. We are committed to meeting and exceeding the standards set out in the Progressive Aboriginal Relations program created by the Canadian Council for Aboriginal Business.

What happens next?
If you are shortlisted, you'll hear from us after the posting closes. Check out our How We Hire page to learn more about our hiring process. If you need any accommodations throughout this process, please let us know at

Stay in touch
We're excited that you're interested in a career with ATB. Follow us on LinkedIn, Facebook and Instagram to learn more about what our team is up to.


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