Location: Las Vegas, NV | Date Posted:
Description
Position Summary
Credit One Bank is looking for an experienced User Experience (UX) Researcher. As a member of the Digital Experience team, the UX Researcher will play a vital role in shaping Credit One’s digital experiences across web (mobile/desktop) and native mobile apps (iOS/Android). Although primarily digital-focused, this is a customer-centric position tasked with working across business and functional leadership teams to understand customer experience challenges and identify opportunities to solve or enhance user journeys, product adoption, feature utilization, and product/program performance. The UX Researcher will be a leader in representing the voice of the customer while seeking to optimize business opportunities and continually improve overall customer satisfaction.
Summary of Essential Job Functions
- Lead and shape enhancements to card member digital experiences and product definitions with formative and foundational research
- Conduct research studies, as needed, at all stages from discovery to validation, using a variety of methods to understand customer needs and define opportunities such as usability studies, card sorting, field studies, cognitive walk-throughs, contextual inquiry, participatory design
- Lead and conduct qualitative and quantitative user research, create/conduct research plans, analyze/synthesize or lead analysis/synthesis of results at every stage of a targeted user journey or product life cycle and make applicable recommendations to teams (translating findings into product direction that guides the experience and product decisions)
- Apply problem-solving skills to analyze situations, identify existing or potential problems and recommend solutions
- Drive impact, as measured by changes to the product design and development road map
- Collaborate with technology, product, and business teams to create intuitive and engaging customer experiences across multiple projects simultaneously, start to finish
- Advocate for the customer through human-centered design methods and user empathy
- Navigate conflict resolution within your team as well as within projects, teams, and partner relationships
- Present and communicate research and analysis clearly and effectively across various organizations in any format required. Must be able to sell, support, explain, and simply present usability approach and research to various audience types
- Perform other duties as assigned
Position Requirements
- Bachelor's in UX/HCI or related field or equivalent experience, at least 5 years of UX research experience and/or Human-Computer Interaction in a corporate environment
- At least 5 years of experience with design thinking and agile methodologies
- Experience with qualitative and quantitative research as well as agile/lean methodologies to choose the best methods for planning & execution of user research projects
- Experience and competence in conducting quantitative research and delivering actionable insights to leadership
- Experience creating common user research outputs such as Personas, User Journeys, Empathy Maps and with tools such as Figma, Optimal Workshop, Maze, Userzoom (or similar)
- Strategic and critical thinking capabilities across business/technology vision, solutions, strategy, roadmaps, and portfolio delivery
- Demonstrated ability to manage multiple priorities on concurrent, rigorous deadlines in a fast-paced environment
Preferred
- Master’s degree or equivalent professional experience
- 6-8 years of usability testing, UX research and strategy
- Experience in the financial services industry
Credit One Bank, N.A. is a data-driven financial services company based in Las Vegas. Founded in 1984, Credit One Bank offers a spectrum of credit card products for people in all stages of financial life. Credit One Bank is an equal opportunity employer committed to diversity and inclusion and does not discriminate against any employee or applicant for employment because of age, race, religion, color, disability, sex, sexual orientation, or national origin. Reasonable accommodations can be made for those who require them, including access to job applications and workplace accommodations. Employment at Credit One Bank is based on mutual consent (also known as at-will). This means that employees and the Bank may terminate the employment relationship at any time, with or without cause and with or without notice. Please contact the recruiter for this position to learn more. Credit One Bank does not accept unsolicited resumes from agencies and is not responsible for related fees.
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