Director User Experience, Research

Citizens Bank

67d•$163,000 - $200,000

About The Position

At Citizens, we’re transforming financial services with digital experiences that are simple, human, and accessible to all. We’re looking for a data-driven Director of UX Research to lead our research practice and ensure our digital experiences deliver measurable customer and business impact. Part of our enterprise UX team, Green Pixel Studios, this leader will drive customer-centricity across the organization by leveraging qualitative and quantitative testing, A/B experimentation, and customer benchmarking frameworks. The ideal candidate brings proven expertise in a variety of research methods that connect customer behavior, attitudes, and outcomes.

Requirements

10+ years of UX research experience, with at least 5 years managing teams.
Strong background in design validation methods, quantitative, and qualitative research techniques.
Experience developing and operationalizing customer experience benchmarks at scale.
Demonstrated ability to influence senior leaders and cross-functional teams, and to communicate UX metrics in ways that drive business understanding and action.

Nice To Haves

Degree in Human-Computer Interaction, Psychology, Statistics, or related field preferred.

Responsibilities

Lead a best-in-class UX Research team.
Define and manage the organization’s customer experience benchmarking program, research roadmap, and establish KPIs for usability, satisfaction, and performance.
Champion experimentation as a cultural practice across design, product, and engineering teams.
Influence and educate senior leadership and cross-functional stakeholders by translating UX research findings into actionable business insights and compelling narratives.
Develop and communicate UX metrics and measurement frameworks that resonate with business leaders, ensuring alignment with organizational goals and priorities.
Upskill and mentor researchers in both quantitative and mixed methods research, fostering a culture of continuous learning and methodological excellence.
Develop scalable frameworks to ensure insights are actionable and reliable.
Partner with Product, Business, Analytics, and Design teams to prioritize research and translate findings into measurable product improvements.
Present insights to executives and stakeholders, using compelling storytelling and data visualization to influence decisions.