Job Description

Regular or Temporary:

Regular

Language Fluency: English (Required)

Work Shift:

1st shift (United States of America)



Please review the following job description:

Lead the User Experience (UX) and User Research teams and take overall responsibility for delivering business objectives through creation of proven superior user experiences for all client-facing digital products. Manage user research program to scientifically measure the user experience, establish key performance indicators and drive a decision making culture based in part on user research. Define and implement short/long-term strategies and tactics to continually improve the user experience to maximize business outcomes. Serve as a thought leader and ultimately be responsible for creating a competitive advantage in user experience and an actionable vision to maintain and further extend that advantage.

Essential Duties and Responsibilities:
Following is a summary of the essential functions for this job. Other duties may be performed, both major and minor, which are not mentioned below. Specific activities may change from time to time.
1. Direct a user-centered design program consisting of defining and measuring user experience strategies that drive client acquisition, satisfaction, and retention to create demand and accelerate revenue growth for all client-facing digital products. Manage and lead a team of user experience professionals to deliver those business objectives through the creation of industry leading user experiences.
2. Develop/measure UX key performance indicators that correlate with business revenue and financial key performance indicators to define user experience strategy, create user experience designs, benchmark and track performance, and measure position in the marketplace. Manage and lead a team of user researchers to scientifically measure the user experience and those key performance indicators (utilizing a wide variety of design research techniques including usability tests, structured surveys, performance benchmarking, longitudinal studies, field studies and focus groups).
3. Refine product strategies with measurements of value to the client obtained by managing a user research program that identifies client needs, met and unmet by current digital products (utilizing user research techniques such as ethnographic research, contextual inquires, user interviews and participatory design).
4. Serve as lead consultant with internal/external clients to define/build their user experience strategy and provide them with actionable solutions in areas of achieving business objectives through user experience, information architecture, user task optimization, user experience measurement and tracking, and measuring value to the client.
5. Oversee the development and evolution of UX best practices through leadership roles in professional associations. Establish and continually review service level agreements, technical and business processes, standards and procedures in an effort to maintain the agreed upon service. Lead the evaluation and implementation of tools and techniques to enhance UX and departmental efficiency.
6. Responsible for recruiting, hiring personnel and managing career development, performance evaluations, salaries, promotions, transfers and terminations within established policies and guidelines. Direct team to ensure on time/within budget delivery of solutions for the Digital Channel programs, enterprise projects and line of business initiatives that are supported by the channel and/or contracted resources.
7. Plan, develop and manage departmental budgets from $1MM-$5MM in accordance with established guidelines; actively manage spend and administer compliance to meet budgetary goals and negotiate changes, as required.
8. Develop/invent highly innovative solutions, recommend to executive leadership for prioritization and lead staff in the implementation of approved initiatives.

Required Skills and Competencies:
The requirements listed below are representative of the knowledge, skill and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
1. Ph.D. degree in Human Factors, Human-Computer Interaction (HCI), User Experience, Usability Engineering or related field, or equivalent education and related training
2. Fifteen years of experience and demonstrated success in defining and measuring user experience strategies that drive client acquisition, satisfaction and retention; and, in developing/measuring UX key performance indicators that correlate with business revenue and financial key performance indicators
3. Fifteen years of user research experience measuring usability and identifying user needs through techniques such as usability tests, structured surveys, performance benchmarking, longitudinal studies, field studies, focus groups, ethnographic research, contextual inquires, user interviews and participatory design
4. Ten years of experience in software development in an agile/product-driven environment with experience in integrating UX and user research activities in agile processes
5. Five years of management experience directing a user-centered design team comprised of user experience designers and user researchers
6. Five years of service delivery experience, which includes software and hardware applications and installations, budgeting and soft skills (client presence, customer focus, verbal and written communication skills, negotiating and sales experience); customer focused approach to service delivery in an IT or e-Business environment
7. Extensive knowledge of research techniques and the understanding of when to use what technique to ensure validity of data collected when conducting research with human participants
8. Extensive knowledge of experimental design obtained through post-graduate education to ensure bias is not introduced in the conducting of user research
9. Expert-level proficiency in the statistical analysis of results generated through research with humans, utilizing parametric and nonparametric statistics and statistical analysis software such as SPSS or SAS; experience with management of large datasets
10. Extensive knowledge about human abilities, human limitations, and other human characteristics that are relevant to design and the ability to apply that knowledge to the design of digital interfaces, systems, tasks,and jobs for effective and efficient human use that maximize the strengths of humans and the strengths of computing systems and minimize their weaknesses
11. Leadership level involvement in organizations centered around the user experience and research fields
12. Team-oriented management style that leads by exemplifying a strong work ethic, high energy and commitment to achieving goals
13. Ability to operate independently and lead teams decisively, while taking appropriate and calculated risks towards achieving desired results
14. Solid teamwork and interpersonal skills and ability to express broad technical concepts in clear and concise business terms for interaction with all levels of management
15. Strong verbal and written communication and interpersonal skills
16. Ability to adapt to rapidly changing technology and apply it to business needs
17. Solid negotiating skills and ability to create win-win scenarios
18. Demonstrated proficiency in basic computer applications, such as Microsoft Office software products
19. Ability to travel, occasionally overnight

Desired Skills:
1. Financial industry experience