User Experience Researcher, Specialist

Vanguard • Malvern, PA

1d • Hybrid

About The Position

Vanguard, a recognized employer of choice, is a leading investment management firm driven by a low cost, 100% client focused model. Vanguard believes that Client Experience is core to continued growth and success in the marketplace. As such, we are focused on delivering world-class experiences and investor outcomes at speed through multidisciplinary lab teams fully organized around client journeys. 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 leading 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.

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
• 5+ 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
• 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
• Demonstrated mastery in using design thinking techniques for 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
• Experience working across mobile and desktop web and apps required
• Ability to ask, as well as answer, meaningful and impactful questions
• Compelling communication and presentation/storytelling skills
• Ability to facilitate group meetings and workshops
• 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
• Five years related work experience
• Two years of User Experience or User Interface experience
• Undergraduate degree or equivalent combination of training and experience in a creative or technical field.

Nice To Haves

• Specific or highly related experience in one of our lab topic areas: onboarding, investing, tax management, cash management, robo-advice, human advice, mobile app, secure site, security, help, search, or conversational UI, a plus
• Graduate degree preferred.

Responsibilities

• Mentor and train others in the development and practice of user experience research techniques, processes and methods
• Work closely with product teams to identify and prioritize research topics and questions
• Move quickly and efficiently in an agile product development cycle, delivering continuous insights through lean research practices
• Provide counsel to product teams on the appropriate research strategy needed to answer critical questions
• Conduct research using a wide variety of qualitative and quantitative methods, as well as human-centered design principles leveraging support from other research disciplines (i.e. data analytics) as appropriate
• Work cross-functionally with software development, design, content strategy, data science, and marketing
• Represent the voice of the user and communicate research insights and recommendations in compelling and creative ways with team members and senior leadership
• Facilitate research debriefs, brainstorming exercises, and/or other workshops that utilize design thinking approaches to fuel ideation and evaluate product design

What This Job Offers

• Job Type: Full-time
• Career Level: Senior