Senior UX Researcher, Global Transaction Banking

1 month ago

Toronto, Ontario, Canada Scotiabank Full time
Job Summary

We are seeking a highly skilled Senior UX Researcher to join our Global Transaction Banking team. As a key member of our team, you will be responsible for leading UX research 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 UX research 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, including 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 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 to ensure 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 and act as the main point of contact for customer insights.
  • Support 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, including usability studies, contextual inquiry, surveys, etc.
  • Experience in a variety of product spaces and applied research, with a plus for experience with financial products.
  • Proficiency in communicating user research findings with cross-functional partners to drive impact in English and Spanish, with Portuguese being 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, with the ability to nurture relationships with internal teams and vendors, and 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, with a welcome for feedback and 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, with the ability to accept and incorporate feedback and demonstrate a constant desire to iterate.
  • Excellent time-management skills and the ability to work simultaneously across several projects.
  • Experience using Figma and other industry-standard whiteboarding tools, such as Miro, Mural, and Whiteboard.
  • Bachelor's Degree, related to psychology, anthropology, design, or innovation.
  • 3-5 years of work experience or an equivalent combination of education and experience in design research or a closely related field.
  • Working knowledge of user interface best practices for web, mobile, tablet sites, and apps.
  • Proficiency in English and Spanish.
What's in it for you?

Scotiabank wants you to be able to bring your best self to work – and life, every day. With a focus on holistic well-being, our many flexible benefit programs are designed to help support your unique family, financial, physical, mental, and social health needs.

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