Apply on Employer Site

Citizens · 4 hours ago

Director User Experience, Research

Johnston, RI

Full-time

Hybrid

Senior Level, Lead/Staff

$163K/yr - $200K/yr

10+ years exp

Citizens is transforming financial services with digital experiences that are simple, human, and accessible to all. They are seeking a data-driven Director of UX Research to lead their research practice, ensuring digital experiences deliver measurable customer and business impact.

BankingCredit CardsFinancial ServicesFinTechRetail

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

Qualification

UX research experienceDesign validation methodsQuantitative research techniquesQualitative research techniquesCustomer experience benchmarksInfluencing senior leadersMentoring researchersData visualizationCommunication skillsStorytellingCross-functional collaborationContinuous learning

Required

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

Preferred

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

Benefits

Competitive pay

Comprehensive medical, dental and vision coverage

Retirement benefits

Maternity/paternity leave

Flexible work arrangements

Education reimbursement

Wellness programs

Paid time off policy exceeds the mandatory, paid sick or paid time-away policy of every local and state jurisdiction in the United States

Company

Citizens

Glassdoor3.6

At Citizens, we recognize that the journey to accomplishment is no longer linear and that individuals are made of all they have done and all they are going to do.

Founded in 1828

Providence, Rhode Island, USA

10001+ employees