Senior Client Experience Researcher, Specialist

Vanguard•Malvern, PA

1d•Hybrid

About The Position

This role manages and executes research initiatives within agile, cross-functional teams. In this role, you will: 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, leveraging support from other research disciplines (i.e. data analytics) as appropriate 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 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.

Requirements

MA/MS/PhD in a related field or the equivalent combination of training and experience, with degree in HCI, Psychology, Sociology, Human Factors, Usability, or Information Science
7+ years relevant research experience
Track record of thought leadership and demonstrated ability to prioritize initiatives to influence strategic decisions
Demonstrated ability to manage and lead others through ambiguity in a fast-paced agile environment
Strong business acumen; an understanding of business goals, strategies, and pressures while being aware of industry trends and competitive actions as a context for doing research
Experience using design thinking approaches in product design and research
Command a broad set of qualitative and user-centered design research methods (e.g., usability testing, client interviews, diary study, surveys)
Proficient knowledge of quantitative research methods
Compelling communication and presentation/storytelling skills
Ability to facilitate group meetings and collaboration sessions
Experience using a wide range of user experience research software and tools (e.g., Usertesting.com, Medallia, Qualtrics)
Strong project management skills and experience guiding multiple projects simultaneously

Nice To Haves

Experience in the financial industry or other highly regulated industries 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, leveraging support from other research disciplines (i.e. data analytics) as appropriate
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 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.