Digital User Experience Researcher

MERITRUST CREDIT UNION•Broomfield, CO

20h•Onsite

About The Position

The Digital User Experience Researcher designs and executes research strategies to ensure digital platforms meet member needs and align with business goals. By gathering and analyzing data on user behavior and ongoing member feedback, they provide actionable insights that drive innovation and inform design decisions. Collaborating with cross-functional teams, they develop personas, journey maps, and usability recommendations that enhance digital touchpoints. This role fosters continuous improvement, champions accessibility, and ensures all initiatives reflect a user-centered approach to deliver exceptional member experiences. The Digital User Experience Researcher designs and executes research strategies to understand user behavior and inform digital innovation. This role collaborates across teams to develop insights that drive usability improvements and align with member needs. Advocating accessibility and user-centered design, the Digital User Experience Researcher ensures all initiatives support enhanced member experiences.

Requirements

Bachelor’s degree in Human-Computer Interaction, Cognitive Psychology, Design Research, or a related field.
A deep understanding of user-centered design principles and methodologies.
Familiarity with accessibility standards (e.g., WCAG) and their application in digital design.
Awareness of industry trends, emerging technologies, and competitor strategies in digital platforms.
A minimum of 3-5 years of experience conducting user research in digital environments, preferably within financial services or similar regulated industries.
Strong analytical skills with the ability to synthesize complex data into clear, actionable insights.
Experience working collaboratively with cross-functional teams, including designers, developers, and product managers.
Demonstrated ability to present research findings and influence stakeholders at various levels of an organization.
Proficiency in research tools and methodologies, including usability testing software, survey platforms, and data analysis tools.
Ability to create user personas, journey maps, and other visual artifacts to communicate research findings effectively.
Strong communication and presentation skills, both written and verbal.
Familiarity with tools for creating and managing research documentation.
Experience with tools and techniques to ensure compliance with accessibility standards.
Knowledge of methods to visualize data effectively for presenting metrics and insights.

Nice To Haves

Knowledge of digital payment solutions, mobile platforms, and online banking technologies is a plus.

Responsibilities

Conduct qualitative and quantitative user research, such as interviews, surveys, usability testing, and ethnographic studies, to understand user behavior, needs, and pain points.
Analyze research data to identify patterns, trends, and actionable insights. Present findings and recommendations to stakeholders.
Collaborate closely with UX designers, product managers, and other stakeholders to inform design decisions and ensure a user-centered approach.
Develop and maintain user personas and journey maps to represent the needs and behaviors of members.
Lead usability testing efforts for new and existing digital features, translating findings into actionable design recommendations.
Incorporate continuous member feedback collection into research practices, utilizing surveys, feedback forms, and customer interaction data.
Analyze ongoing feedback to identify opportunities for enhancing digital touchpoints and member journeys.
Monitor and analyze industry trends, competitor strategies, and emerging technologies to inform research initiatives and recommendations.
Review and assess internal and external roadmaps for digital platforms, tools, and initiatives to ensure alignment with the credit union's strategic goals and member needs.
Collaborate with internal teams and partners to influence development priorities and timelines.
Maintain research plans, reports, and presentations.
Develop a system to capture, track, and prioritize user insights and ideas for enhancing digital platforms.
Collaborate with stakeholders to align initiatives with organizational goals.
Advocate for accessibility and inclusive design principles across all digital platforms.
Stay updated on the latest research methodologies, tools, and best practices to continuously improve the research process.
Maintain a repository of research data and methodologies for future reference and continuous learning.
Facilitate workshops and brainstorming sessions to align teams around member insights and prioritize UX improvements.
Define and measure key performance indicators (KPIs) related to user satisfaction and digital experience.
Collaborate with member services to gather feedback from real-life user interactions, enriching the research process.

Benefits

Comprehensive medical insurance plan
Dental and vision insurance
Generous paid-time-off
12 paid holidays
401(k) plan
Wellness program
Tuition assistance
Employee loan discount
Employee Assistance Program (EAP)
Life and disability coverage
Career development and pathing opportunities to move into leadership roles or other lines of business within MCU such as Commercial Lending, Finance, Marketing, Underwriting, Member Solutions, Training, Human Resources, and more.
Supportive and engaging work environment.
A wellness and sustainable work culture that puts family, Mother Nature, our community, and your health first.
A work environment that encourages personal as much as professional growth, teamwork to make the dream work, and treating everyone equally.