Senior UX Researcher

Company: CGL
Department: Digital Strategy
Employment Type: Regular Full-Time
Work Model: Remote
Language: English is required, French is an asset.

The Opportunity:

We are a leading Canadian financial services co-operative committed to being a catalyst for a sustainable and resilient society and our team is essential to deliver on this strategy. That's why we prioritize our people, to ensure we provide a strong culture and development opportunities which enables our team to thrive and to live our purpose. The best part is that you will work with people that care passionately about you, our clients, and our communities.

Disruptive technology, emerging trends, and new ways of doing business are redefining the future of insurance, with digital at the heart of it. Our Digital team is made up of experts who put our customers at the centre of what we do, creating engaging experiences that drive business outcomes. We are creative and inventive agile enthusiasts who value transparency and collaboration as we deliver scalable, robust and innovative digital solutions. Join us as we transform our digital platforms and build a visionary experience of seamless and compelling journeys for our clients, advisors and operational teams across Canada.

As the Senior User Experience (UX) Researcher you will plan, conduct, and deliver research that encourages empathy with our customers and their goals, uncovering the ways they think and behave. Through a combination of qualitative and quantitative research, you will be able to understand their wants, needs and motivations to help inform truly human-centric designs. You bring a rigour and discipline to your practice and will act as a thought leader in the user research domain.

How you will create impact:

• Initiating, planning, and conducting qualitative and quantitative user research studies to fill gaps in our understanding of our customers, explore our customers' needs, uncover underlying factors that influence their behaviour, evaluate concepts and ideas, and assess user experience.
• Supporting all aspects of research including analyzing multiple sources of information (business priorities, external research, existing insights, etc), designing a right-size approach, writing scripts and guides, recruiting participants, conducting interviews or unmoderated studies, synthesizing research, and summarizing findings and recommendations.
• Turning research into reports and artifacts like journeys, personas and concepts that help increase our shared understanding of the customer.
• Collaborating with designers, strategists and product teams to ensure we are creating concepts and solutions that are inspired, informed and customer-centric.
• Presenting and sharing research insights in compelling ways, including curating and contributing to the UX research repository.

How you will succeed:

• You have an innovative mindset to improve operational efficiencies and ability to influence change, with a primary focus on client needs.
• You use critical thinking skills to recognize assumptions, evaluate arguments, draw conclusions and proactively propose solutions.
• You have strong communication skills to clearly convey messages and explore diverse points of view.
• You build trusting relationships and provide guidance to support the development of colleagues.

To join our team:

• You have 5-7 years of experience as a user researcher, including experience applying multiple user-centred design methods.
• You have a post-secondary degree, with specialization in Human Factors, Anthropology, Sociology, Psychology, Information Studies, Interaction Design, Human-Computer Interaction (HCI) or a related discipline.
• You have expert knowledge of UX research methods, including exploration interviews, surveys, feedback sessions, usability testing, diary studies, log analysis and A/B tests.
• You have expertise using in-person and remote research techniques, including contextual field research, in-person discussions, remote interviews, remote testing, recording and online collaboration sessions.
• Having working knowledge of cross-platform or omni-channel experiences is an asset.

What you need to know:

• You will travel occasionally.
• You will be subject to a Background check as a condition of employment, in the event you are the successful candidate.

What's in it for you?

• Training and development opportunities to grow your career.
• Flexible work options and paid time off to support your personal and family needs.
• A holistic approach to your well-being, with physical and mental health programs and a supportive workplace culture.
• Paid volunteer days to give back to your community.
• In addition to our competitive salary and incentive programs, eligible employees also benefit from a comprehensive total rewards package including group retirement savings plans, pension and benefits (e.g., health and wellness, dental, disability and life coverage), mental health support and an employee assistance program.