Senior UX Researcher, Global Transaction Banking

2 months ago

Toronto, Ontario, Canada Scotiabank Full time
About the Role

We are seeking a highly skilled Senior UX Researcher to join our team at Scotiabank. As a key member of our Global Transaction Banking team, you will be responsible for leading projects from initial research and documentation to the development of insights, hypotheses, maps, and problem statements to deliver strategic roadmaps for the business.

Key Responsibilities
  • Lead projects from initial research and documentation to the development of insights, hypotheses, maps, and problem statements to deliver strategic roadmaps for the business.
  • Apply a range of quantitative and qualitative research methods with creativity, edge, and critical thinking; research methods may include observations and in-depth interviewing, usability testing, diary studies, card sorting, click tracking, surveys, and data mining.
  • Synthesize findings into insights that underline client behavior and needs in order to inform corporate strategy, product design, product development, and marketing decisions.
  • Collaborate and influence (Product, Product Design, Scrum, Marketing, Data, Contact Centre, etc.) to evaluate concepts and monitor the implementation so solutions remain client-centric.
  • Summarize findings, insights, and recommendations using great storytelling and visuals to create engaging presentations for various teams and levels of management.
  • Use systems thinking and a holistic mindset to find patterns and links across projects for strong strategic recommendations.
  • Own the mapping and maintenance of end-to-end customer experience journeys.
  • Work with the team to evolve and innovate the UX Research practice at Scotiabank and act as the main point of contact for customer insights.
  • Support the other functions including Customer Experience Strategy and Voice of the Customer by documenting annual research findings to develop a vision and roadmap for Scotiabank Global Cash Management channels future initiatives.
  • Identify ways to maximize the CX Strategy team's impact in the business.
  • Experience with research design utilizing various methods (e.g., usability studies, contextual inquiry, surveys, etc.).
  • Experience in a variety of product spaces and applied research (Experience with financial products is a plus).
  • Proficiency in communicating user research findings with cross-functional partners to drive impact in English and Spanish (Portuguese is a strong asset).
Requirements
  • Strategic thinking with integrative top-notch problem-solving skills.
  • Ability to self-direct and navigate ambiguity with confidence.
  • Effective communication and strong stakeholder management skills: ability to nurture relationships with internal teams and vendors, with the ability to persuade and tailor storytelling by audience.
  • The ability to clearly communicate evidence-based recommendations.
  • A passion for observations, unpacking, and solving complex systems problems.
  • Strong cross-functional collaborator; you welcome feedback and see team problem-solving as a natural part of the creative process.
  • A strong desire to work with colleagues to coach and develop the skills of your team.
  • Resilient personality, ability to accept and incorporate feedback, and demonstrate constant desire to iterate.
  • Excellent time-management skills and ability to work simultaneously across several projects.
  • Experience using Figma and other industry-standard whiteboarding tools (Miro, Mural, Whiteboard).
  • Bachelor's Degree, related to psychology, anthropology, design, or innovation.
  • 3-5 years work experience or equivalent combination of education and experience in design research or closely related field.
  • Working knowledge of user interface best practices for web, mobile, tablet sites, and apps.
  • Proficiency in English and Spanish.

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