Designer, User Research Technology

FIS•Jacksonville, FL

2d•Hybrid

About The Position

As a Senior User Experience Researcher at FIS, you will be part of a centralized research team within Design+ dedicated to increasing the influence and adoption of customer insights across the business. Through rigorous research, cross-functional collaboration, and strategic stakeholder engagement, you will help product, design, and engineering teams understand customers, navigate complex decisions, and build products and experiences that deliver meaningful value to millions of people around the world.

Requirements

5+ years of experience leading end-to-end mixed-methods UX research, with expertise in foundational and strategic approaches, such as customer segmentation, Jobs-to-be-Done, in-depth interviews, surveys, and behavioral analytics.
Demonstrated ability to build trust through open, proactive communication, keeping stakeholders informed throughout the research lifecycle and delivering findings, recommendations, and methodological context in ways that are accessible, relevant, and actionable.
Skill at establishing strong relationships with cross-functional stakeholders, understanding their goals and ways of working, and partnering effectively to ensure insights are incorporated into business and product decisions.
Proven ability to navigate complex organizational environments, understand competing priorities, and position customer insights in ways that support informed decisions, build shared understanding, and drive meaningful actions.
Adept at determining what questions are worth answering, when research is needed, and which approaches will generate the most meaningful impact, enabling teams to make confident decisions with limited time and imperfect information.

Nice To Haves

Bachelor's degree in Human-Computer Interaction, Psychology, Anthropology, Cognitive Science, or a related discipline. Master’s degrees or PhDs are valued but not required.
Experience in fintech, financial services, or technology industries, including banking, payments, cloud computing, SaaS, or cybersecurity.
Familiarity with quantitative, qualitative, and data visualization tools such as R, SPSS, Power BI, ATLAS.ti, and NVivo.
Experience conducting research with global audiences, accounting for cultural, regional, and market differences when designing studies and interpreting findings.

Responsibilities

Lead High-impact Research: Partner with product, design, and business stakeholders to identify high-value research opportunities, design and execute rigorous research projects (qualitative and quantitative), and deliver timely insights that shape product and design decisions across the business.
Facilitate Customer-centered Decisions: Lead workshops and collaborative planning activities to align stakeholders and build customer empathy across business lines, ensuring that roadmaps and product requirements address key customer pain points and opportunities.
Drive Actionable Insights: Create the conditions for evidence-based decision-making by understanding stakeholder needs, framing customer insights around critical business questions, and guiding teams toward actions that improve customer outcomes and advance strategic goals.
Collaborate Cross Functionally: Work with cross-functional partners to embed research and customer insights into product planning, prioritization, and decision-making processes. Through effective communication, stakeholder engagement, and shared ownership, you will increase insight adoption and research-backed approaches across the business.
Influence Product Strategy: Build trusted relationships with product, design, engineering, and business leaders, ensuring research insights inform priorities, long-term product directions, and investment decisions.