Lead UX Researcher, Global Transaction Banking
4 weeks ago
Requisition ID: 205577
Join a purpose-driven team dedicated to achieving results within an inclusive and high-performing environment.
Global Transaction Banking Overview
Global Transaction Banking (GTB) serves as the transaction and payment engine for Scotiabank, providing comprehensive treasury management solutions for Small Business, Commercial, and Corporate clients. Our best-in-class service model simplifies the banking experience for our clients.
As businesses enhance their digital capabilities and adapt their operational frameworks, their payment requirements are also changing. With a unique global presence, GTB offers an extensive suite of innovative banking solutions designed to help our business clients achieve operational efficiencies, streamline payments, enhance working capital performance, and reduce financial risks.
At Scotiabank, we value your strengths, ideas, and aspirations. GTB is a rapidly expanding team focused on the Americas, particularly Canada, the U.S., and Mexico, and we are looking for exceptional talent to strengthen our organization.
Role Purpose
Are you a design researcher with a strategic mindset? Do you aspire to ensure that client needs are central to our business decisions? Are you motivated to create simpler, more intuitive, and innovative solutions? In this position, we seek individuals with vision and enthusiasm to help us redefine the landscape of Global Cash Management banking.
Key Responsibilities:
- Lead research initiatives from initial documentation to the generation of insights, hypotheses, and strategic roadmaps for the business.
- Utilize a variety of quantitative and qualitative research methodologies, including observations, in-depth interviews, usability testing, diary studies, card sorting, click tracking, surveys, and data analysis.
- Synthesize research findings into actionable insights that inform corporate strategy, product design, development, and marketing efforts.
- Collaborate with cross-functional teams (Product, Design, Marketing, Data, etc.) to evaluate concepts and ensure solutions remain client-focused.
- Present findings and recommendations through compelling storytelling and visuals to engage various stakeholders.
- Employ systems thinking to identify patterns across projects, providing strong strategic recommendations.
- Manage and maintain comprehensive customer experience journey maps.
- Contribute to the evolution of the UX Research practice and serve as the primary contact for customer insights.
- Support functions such as Customer Experience Strategy and Voice of the Customer by documenting annual research findings to shape future initiatives.
- Identify opportunities to enhance the impact of the CX Strategy team within the business.
- Demonstrate experience in research design using various methods (e.g., usability studies, contextual inquiry, surveys).
- Possess knowledge of user interface best practices for web, mobile, and tablet applications.
- Fluency in English and Spanish is required; proficiency in Portuguese is a strong asset.
Qualifications:
- Strategic thinker with exceptional problem-solving abilities.
- Ability to work independently and navigate ambiguity with confidence.
- Strong communication and stakeholder management skills, with the ability to build relationships and tailor storytelling to different audiences.
- Passion for observing and solving complex systems challenges.
- Collaborative team player who values feedback and sees problem-solving as a collective effort.
- Desire to mentor and develop team members' skills.
- Resilient, open to feedback, and committed to continuous improvement.
- Excellent time management skills, capable of managing multiple projects simultaneously.
- Experience with Figma and other industry-standard collaboration tools (Miro, Mural, Whiteboard).
- Bachelor's Degree in a relevant field such as psychology, anthropology, design, or innovation.
- 3-5 years of experience in design research or a closely related field.
What We Offer:
Scotiabank is committed to supporting your holistic well-being, offering flexible benefit programs tailored to your unique family, financial, physical, mental, and social health needs.
At Scotiabank, we recognize and value the diverse skills and experiences each individual brings to our organization. We are dedicated to fostering an inclusive and accessible environment for all.
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