UX Researcher II

Job Description

To assist in planning, leading and formulating user-centered design strategies and solutions for experiences and initiatives using insights and inputs gathered from moderately complex profile research projects, psychology and user experience (UX) best practices. Serve as a change agent, looking for new ways to solve moderately complex problems. Work cross-functionally to conduct research and perform analysis to uncover opportunities and formulate innovative solutions that deliver value and create exceptional experiences. Works under limited supervision from higher level peers and/or leadership on moderately complex projects and analysis. Exercises judgement within defined procedures and practices.

Responsibilities

• Act in a consultative and advisory role to various levels and functions within the design and product teams to identify research topics and plan research initiatives for both generative and evaluative purposes
• Identify and analyze the user experience by evaluating/leading projects end to end; developing guides and screeners, moderate, analyze, synthesize, make recommendations regarding prioritization, and deliver results
• Lead the development and maintenance of experience and journey maps throughout life cycle of projects
• Perform the gathering, analyzing, developing and creating user stories that capture the user's needs
• Conduct research using a wide variety of qualitative methods and a subset of quantitative methods, such as surveys
• Communicate and present findings in compelling and creative ways; tailor research findings to suit the audience; influence upwards and laterally to drive organizational change and alignment
• Package insights into tools and assets for designers, product managers and product marketing managers to leverage (personas, design principles, scenarios, live workshops or brainstorms, etc.)
• Support project team members in transforming research findings and insights into innovative solutions, in order to inform both user and business problems and deliver measurable outcomes
• Create artifacts, educational tools, experiences and processes that help build and evangelize UX Research within the larger organization
• Collaborate with business partners, stakeholders, and cross-functional teams to champion a centric approach to Navy Federal's products and services based on findings and feedback
• Serve as liaison regarding moderately complex research and how the findings relate to other channel services
• Utilize established strategies and tools to achieve and enhance value for users more efficiently and effectively
• Perform moderately complex analysis to quantify the benefit and value of potential features/enhancements to enable justification and prioritization
• Lead user experience initiatives with assignments across work streams
• Perform other duties as assigned

Qualifications

• Experience in user experience/market/consumer research, project management, and analysis in support of strategic planning initiatives
• Well-versed in multiple research methodologies, such as 1:1 usability studies - both in-person and remote, ethnography, contextual interviews, innovation and co-design workshops, journey mapping, eye-tracking, unmoderated usability, focus groups, card sorting, persona development, surveys, site-intercept, benchmarking, and other user testing techniques
• Ability to multi-task and prioritize multiple projects with minimal direction
• Experience using third-party UX research platforms to recruit participants and conduct studies
• Experience with quantitative market research methods to enable effective partnership with market researchers
• Experience in quantitative, behavioral analysis and statistical concepts
• Experience creating research deliverables (frameworks, videos, toplines, etc.)
• Working knowledge of financial industry best practices/trends, products and services
• Significant experience working and communicating with all levels of employees, management, stakeholders, and vendors; build relationships through rapport, trust, diplomacy, and tact
• Experience with Agile methodologies and principles (Scrum, XP, Lean, etc.)
• Advanced communication skills, with strong ability to synthesize and communicate ideas visually, verbally, and in writing
• Effective skill in research, analysis, problem-solving and negotiation
• Advanced interpersonal, verbal, and written communication skills
• Effective and proficient word processing, database, spreadsheet, and presentation skills
• Advanced planning, organizational, and problem solving skills

Desired Qualifications

• Background in related fields such as tech, product development, design
• Experience with design thinking
• Master's Degree Human Factors, Social Science, Strategy, Market Research, Psychology, Information Technology, Design, Cognitive Science, and/or the equivalent combination of education, training or experience

Hours: Monday - Friday, 8:00AM - 4:30PM

Location: 820 Follin Lane, Vienna, VA 22180 | 5510 Heritage Oaks Drive Pensacola, FL 32526 | 141 Security Drive Winchester, VA 22602

About Us

Navy Federal provides much more than a job. We provide a meaningful career experience, including a culture that is energized, engaged and committed; and fierce appreciation for our teams, who are rewarded with highly competitive pay and generous benefits and perks.

• Best Companies for Latinos to Work for 2024
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• Forbes® 2024 America's Best Large Employers
• Forbes® 2023 The Best Employers for New Grads
• Fortune Best Workplaces for Millennials™ 2023
• Fortune Best Workplaces for Women ™ 2023
• Fortune 100 Best Companies to Work For® 2024
• Military Times 2023 Best for Vets Employers
• Newsweek Most Loved Workplaces
• Ripplematch Campus Forward Award - Excellence in Early Career Hiring
• Yello and WayUp Top 100 Internship Programs

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Equal Employment Opportunity: Navy Federal values, celebrates, and enacts diversity in the workplace. Navy Federal takes affirmative action to employ and advance in employment qualified individuals with disabilities, disabled veterans, Armed Forces service medal veterans, recently separated veterans, and other protected veterans. EOE/AA/M/F/Veteran/Disability EOE/AA/M/F/Veteran/Disability

Hybrid Workplace: Navy Federal Credit Union is a hybrid workplace, and details will be discussed during your interview process.

Disclaimers: Navy Federal reserves the right to fill this role at a higher/lower grade level based on business need. An assessment may be required to compete for this position. Job postings are subject to close early or extend out longer than the anticipated closing date at the hiring team's discretion based on qualified applicant volume. Navy Federal Credit Union assesses market data to establish salary ranges that enable us to remain competitive. You are paid within the salary range, based on your experience, location and market position.

Bank Secrecy Act: Remains cognizant of and adheres to Navy Federal policies and procedures, and regulations pertaining to the Bank Secrecy Act.