Client Experience Researcher, Specialist

Vanguard•Malvern, PA

19h•Hybrid

About The Position

At Vanguard, we don't just have a mission—we're on a mission. To work for the long-term financial wellbeing of our clients. To lead through product and services that transform our clients' lives. To learn and develop our skills as individuals and as a team. From Malvern to Melbourne, our mission drives us forward and inspires us to be our best. How We Work Vanguard has implemented a hybrid working model for the majority of our crew members, designed to capture the benefits of enhanced flexibility while enabling in-person learning, collaboration, and connection. We believe our mission-driven and highly collaborative culture is a critical enabler to support long-term client outcomes and enrich the employee experience. Vanguard, one of the world's largest investment management companies, serves individual investors, institutions, employer-sponsored retirement plans, and financial professionals. We have a diverse and talented crew with a culture that promotes teamwork, along with an unwavering focus on serving our clients' best interests. This website uses "cookies" to distinguish you from other users. A cookie is a small file of letters and numbers placed on your computer or device. This helps us to provide you with a good experience when you browse our website and also allows us to improve our site and services. The cookies are stored locally on your computer or mobile device. To accept cookies you can continue browsing as normal. Or you can go to our Privacy Policy to read more information and learn how to change your preferences.

Requirements

BA/BS degree in a related field or the equivalent combination of training and experience, with degree in HCI, Psychology, Sociology, Human Factors, Usability, Behavioral Science, or Information Science
5+ years relevant research experience
Command a broad set of qualitative and user-centered design research methods (e.g., usability testing, client interviews, diary study, surveys)
Conversant in quantitative research methods
Ability to ask, as well as answer, meaningful and impactful questions
Compelling communication and presentation skills
Ability to facilitate group meetings and collaboration sessions
Comfortable working through ambiguity in a fast-paced agile environment

Nice To Haves

MA/MS/PhD a plus (or equivalent industry experience)
Experience in the financial industry or other highly regulated industries is a plus
Experience using project and/or product management tools (e.g. Jira and Confluence) is a plus
Proficiency with a wide range of user experience research software and tools (e.g., UserTesting.com, Medallia, Qualtrics) is a plus
Omnichannel research experience is a plus

Responsibilities

Recommend appropriate quantitative or qualitative approaches to gather necessary insights from clients or prospects.
Conduct research using a wide variety of qualitative and quantitative methods to identify user needs and gather user feedback.
Ensure research participants’ privacy and conduct sessions in a professional manner.
Collect data, analyze, summarize, and activate research results.
Represent the user and communicate research insights and recommendations in compelling and creative ways with team members and senior management.
Suggest strategies to gain buy-in from the business.
Negotiate adoption of critical recommendations.
Contribute actionable suggestions based on knowledge of target user base and usability best practices.
Work cross-functionally with behavioral scientists, software developers, designers, data scientists, and marketing.
Assist in building research quality and consistency practices.
Train and mentor junior staff in best practices of client experience research.
Provide guidance, training, and motivation.
Participate in special projects and performs other duties as assigned.