Sr Manager, User Experience Researcher

Charles Schwab • Austin, TX

109d

About The Position

At Schwab, you are empowered to make an impact on your career. Here, innovative thought meets creative problem solving, helping us “challenge the status quo” and transform the finance industry together. We Believe in the importance of in-office collaboration and fully intend for the selected candidate for this role to work on site in the specified location(s). The Strategy and Transformation team within Schwab's Client Service & Support organization enables leaders across the service organization to explore and set strategy, prioritize our investments, understand the perspective of our professionals and clients, and tell our strategic story along the way. As a Senior Manager, UX Researcher (individual contributor) you will: Define and drive the future experience for our call center representatives and the products they use Reveal what our users need by conducting user research, working with cross-functional teams, and delivering insights Inspire change through delivering oral and written presentations, leveraging qualitative and quantitative data, and helping stakeholders understand what would make a user's experience more intuitive, accessible, and seamless Lead and own a research project from start to finish including conducting stakeholder interviews, formulation of research goals and objectives, development of a research plan and methodology, performing research, synthesizing findings with supporting data, and report development.

Requirements

• 5+ years of UX research experience
• Bachelor's or MS in a human behavior related field (or equivalent and demonstrable work experience)
• Proficiency in both qualitative and quantitative research methodologies, including surveys, user interviews, usability testing, card sorting, and data analysis techniques
• Strong experience working with large data sets using tools such as Microsoft Excel; solid understanding of statistical concepts (e.g., significance testing, confidence intervals) and ability to calculate appropriate sample sizes for research studies
• Experience with testing in person and remotely
• Success supporting delivery of concurrent projects
• Strong communications skills with ability to appeal to a wide audience
• High proficiency with Microsoft Office products, PowerPoint, Excel, Word, etc.

Nice To Haves

• Prior experience within financial services industry

Responsibilities

• Define and drive the future experience for call center representatives and the products they use.
• Conduct user research to reveal user needs, working with cross-functional teams to deliver insights.
• Inspire change through oral and written presentations, leveraging qualitative and quantitative data.
• Help stakeholders understand how to make a user's experience more intuitive, accessible, and seamless.
• Lead and own research projects from start to finish, including stakeholder interviews, research goals formulation, and report development.

Benefits

• In addition to the base pay range, this role is also eligible for bonus or incentive opportunities.

What This Job Offers

• Job Type: Full-time
• Career Level: Senior
• Industry: Securities, Commodity Contracts, and Other Financial Investments and Related Activities
• Education Level: Bachelor's degree