Financial management tools should demonstrate the same care and craft as consumer software, designed with contemporary user- and human-centered practices. Experience Researchers demonstrate a higher than usual degree of user empathy and will be able to tell a compelling story about the motivations and intentions of our users, inspiring all stakeholders towards “Aha!” moments. As a researcher on the Customer Identity & Authentication team, you will have the opportunity to shape mission-critical experiences that help to ensure every customer journey is a safe one.

Experience Researchers scope and craft research strategy, conduct research, and deliver actionable insights.

Experience Researchers are part of multi-disciplinary teams, including Product Designers and Content Designers, committed to designing the future of banking. They are also expected to participate in cross-functional collaboration with Product Managers and Engineers.

We expect you to have strengths in the core user research parts of this process, and a desire to continually broaden and improve your skills.

• Structure and plan simple evaluative research initiatives that address Customer Identity & Authentication team needs
• Design, administer, and report on these research studies, producing associated materials (e.g., screeners, discussion guides, toplines, etc.) with some guidance
• Support generative and formative research
• Present work, and the rationale behind research findings, to Customer Identity & Authentication leadership
• Take a question or a problem and be able to translate it into a testable hypothesis—complete with a specific method and tasks that appropriately respond to research, project, and business objectives
• Help non-researchers (Product Designers, Content Designers, Product Managers) in taking part in user research work

• Bachelor’s Degree in relevant research or design discipline (e.g., Interaction Design, HCI, Anthropology, Cognitive Science), certification from credible bootcamp or similar accelerated learning program, or equivalent work experience
• Ability to lead a research study from beginning to end independently
• Experience conducting evaluative research, and supporting generative and formative research
• Demonstrates strong User Research skills; and development in adjacent skills such as UX Writing, Information Architecture, and Interaction Design
• Foundational comfort in presenting findings and insights to team members and stakeholders from multi-disciplinary backgrounds
• Foundational experience with key UX Research tools for studies such as remote research, usability testing

• Foundational understanding of Accessibility Guidelines and Inclusive Design practices
• Foundational project planning and management skills
• Foundational understanding of customer identity and/or access management concepts
• Prior work involves collaboration within design teams (with UX Researchers, Product Designers and Content Designers)