Sr. Experience Researcher Financial Services

Roman Health Pharmacy LLC
Dallas, Texas
Jun 11, 2021
Jun 13, 2021
Position Type
UX / Design Researcher
Full Time
Organization Type
Sr. Experience Researcher Financial Services

At projekt202, we solve our clients' business challenges by creating experiences that engage, innovate, disrupt and delight. Our team is passionate about human-centric experience strategy, design and development and enjoys delivering amazing concepts and digital solutions for our clients. We have fun and enjoy hanging out with each other in a culture that supports and celebrates our diverse talents, backgrounds and skills.

About You:

*You put users at the center of every decision

*You listen, learn and lead

*You ask "Why" and "What if?" You can often be heard saying "Yes and…"

*You are flexible, collaborative and welcome differing perspectives

*You thrive in uncharted territory and push at your comfort zones

*You lead in a way that inspires your colleagues and earns the respect of our clients

*You are an authentic, personable communicator.

About Experience Strategy at projekt202:

At projekt202, experience strategy is based on evidence, with a focus on generating insight through observing customers and users in their contexts: offices, homes, shopping malls, agricultural fields, etc. Our team expertly synthesizes this observational data with client business data and distills actionable meaning and perspective-shifting insight from it. We combine this comprehension of people and what they're motivated by with an understanding of the client's business goals, and generate new opportunities through these twin lenses. These are the primary inputs and process through which we create a strategy for the customer or user experience.

The work of the Experience Strategy & Insight team often informs software product and portfolio strategies, as well as customer experience strategies for marketing and innovation teams. Experience in these domains is a key consideration for the position.

Position Summary: The Senior Experience Researcher is a passionate, well-rounded researcher that leads generative and evaluative research to uncover user and business opportunities for our clients' products, services, and organizations. The Senior Experience Researcher directly collaborates with Experience Strategists, UX Designers, and Technologists in order to help focus strategy and design on the reality of user and business needs. This position will directly support an Organizational Change Management initiative as we guide our client to shift from project to product-based work as we develop digital solutions. This transformation program emphasizes a two-pronged approach to better understanding customers and improving customer experience through iterative, agile development.
Primary Job Responsibilities:
  • Explains the value of customer/user/employee understanding and identifies the appropriate approach and methods for each project
  • Plans and leading research activities; confidently articulates how research findings inform experience strategy and organizational change.
  • Translates insights into clear, actionable recommendations to communicate to clients and internal team members
  • Leads and mentors other researchers and designers on the project team
  • Develops an empathic understanding of a company's organization and processes through mixed method research techniques, including:
  • Clearly articulates the research goals for the discovery effort
  • Conducts primary qualitative ethnographic research
  • Conducts data synthesis of primary and secondary qualitative and quantitative data
  • Collaboratively generates hypotheses and opportunities clearly tied to the user data
  • Creates actionable outputs for the client and internal teams
  • Develops an understanding of a client's business, industry, and product /service, including:
  • Conducts industry and market research
  • Conducts competitive analyses for similar products/services
  • Evaluates the experience a client's product or service provides, from an expert POV
  • Generates creative ideas that are tied to user needs, desires, and motivations
  • Given the identified opportunities, generates and evaluates solutions
  • Collaborates with the team to produce wireframe concepts and storyboards to communicate concepts and plan how to validate them
  • Conducts validation studies with users
  • Usability testing of prototypes of processes and designs,
  • Works within an agile process with designers and developers
  • Tests concepts for desirability and product/market fit using a variety of techniques
  • Creates a strategic vision for the design of the experience, using diverse inputs
  • Develops a vision for the change, application, or service, based on the research
  • Creates experience principles to guide the design and development of the product
  • Creates an experience-based roadmap for the product that prioritizes opportunities
  • Presents findings (highlighting empathic user understanding) in a consumable, engaging fashion
  • Presents to multiple audiences, including client executives/product owners, client developers or marketers, design team members, and technical team members
  • Designs conceptual models that communicate findings, using projekt202 templates
  • Develops novel and effective ways to communicate findings, when appropriate
  • Coordinates with other team members to produce attractive, easy-to-read deliverables
  • Acts as a trusted advisor to clients and other team members
  • Represents projekt202 beautifully
  • Serves the client to every extent possible within the constraints of time and budget
  • Works with the Experience Director and Program Manager to manage deliverables and timeline
  • Contributes to the Experience Strategy and Insight (ESI) practice
  • Helps mentor team members on research methods and techniques
  • Keeps up-to-date on methodological trends and discussions
  • Develops and refines research methods and processes
  • Acts as an advocate for user experience research and its integration with design
  • Identifies and proactively raises risks when deliverables are in jeopardy of not being completed in on time or of appropriate quality
  • Fields, documents, and ensures resolution of client/vendor questions, requests and concerns via appropriate projekt202 team members
  • Keeps meetings on track and filters out disruptive or uninformed information
  • Evaluates individual resources on projekt202 team to ensure focus on correct priorities
Required Skills and Qualifications:
  • More than 5 years professional experience with qualitative user research activities, including but not limited to: contextual inquiry and ethnographic techniques, participatory design, heuristic evaluation, usability testing, persona creation, and user journey mapping.
  • Proven ability to work within a fast-paced, collaborative design process to uncover insights and opportunities that inform the design of products, services, and experiences
  • Skilled in client interactions; previous experience working in a consulting environment is preferred
  • Proven ability to work as an effective team member and ability to motivate others
  • Problem solver (not just good at pointing them out) and negotiator
  • Abreast of UX design best practices, trends and techniques
  • Familiarity with design tools, such as InDesign and Illustrator
  • Experience with quantitative research methods and analysis a plus
  • Knowledge of the software development lifecycle a plus
  • Excellent written and verbal communication skills
  • Strong organizational skills and attention to detail
  • Previous consulting experience is preferred
  • Experience with large-scale organizational change efforts a plus
  • Experience In the financial services Industry a plus
  • Ability to self-start and work in an ambiguous environment
  • Ability to travel for research activities and client meetings
  • Bachelor and/or Masters' Degree in a Relevant Field of Study (i.e. Human Computer Interaction, Organizational Psychology, Visual Design, Anthropology, Business, etc.)
If this sounds like you, let's talk. Please visit to learn more about our methodology and culture to see why you should join us on this amazing journey.
We are an Equal Opportunity Employer. Direct applicants only, no agency submittals please.

At this time, projekt202 does not provide sponsorship.

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