Position Description:
The Credit UX Modernization Team is transforming how internal teams interact with the financial services globally. We are seeking a thoughtful, proactive, and articulate Senior UX Researcher to help define and shape the future of our digital financing experiences. In this role, you will lead end-to-end user research across the entire program lifecycle—from early generative discovery and service mapping to evaluative usability testing and post-launch optimization. You will operate with high autonomy in ambiguous spaces, transforming complex, multi-touchpoint user journeys into clear, actionable insights. You will collaborate closely with Product Managers, UX/UI Designers, and Engineers. You will bring human-centered design to life through rich storytelling, framework building (service blueprints, journey maps, personas), and direct translation of insights into user stories and product requirements. Additionally, you will mentor cross-functional partners in UX research best practices and present strategic recommendations directly to executive leadership.
Skills Required:
UI/UX DESIGN, USER RESEARCH, User Experience Design (UX), User Interface Design 1. UI/UX DESIGN – Stakeholder Management & Storytelling: Partner closely with Product Managers, Designers, and Engineers. Articulate research findings through compelling visual and narrative storytelling to influence product strategy and gain buy-in from senior leadership. Service Design Integration: Build and maintain service blueprints, customer journey maps, and dynamic personas to illuminate cross-channel touchpoints and operational dependencies. 2. USER RESEARCH – • End-to-End Research Lifecycle: Plan, recruit, execute, and analyze qualitative and quantitative research initiatives across early discovery, concept validation, iterative testing, and post-launch evaluation. • Mixed-Methods Execution: Select and conduct appropriate research methodologies, including field interviews, usability testing, surveys, diary studies, card sorting, tree testing, and contextual inquiry. • • Data Synthesis & Requirement Translation: Synthesize complex, multi-layered, and sometimes conflicting data streams into clear, strategic insights. Translate findings into actionable product recommendations, user stories, and product requirements. • Research Operations (Research Ops): Oversee logistics, screener development, participant recruitment, panel management, incentives, and research repository organization. • Mentorship & Design Culture: Coach product team members on human-centered design principles, inclusive research techniques, and research ethics. • Inclusive & Ethical Research: Champion accessibility standards, inclusive design practices, participant privacy, and rigorous consent protocol adherence.
Experience Required:
* Professional Experience: 5+ years of dedicated UX research experience spanning both qualitative and quantitative methodologies across complex digital products or services.
* Education: Bachelor’s degree in Human-Computer Interaction (HCI), Psychology, Design, Information Architecture, or a related field (or equivalent professional experience).
* Portfolio: A portfolio or portfolio case studies demonstrating past research projects, methodologies used, clear synthesis process, and measurable product/business impact.
* Tool Proficiency: Strong hands-on expertise in research and design platforms, including Dovetail, Figma, UserZoom / UserTesting, and Miro.
* Autonomous Problem Solving: Proven track record of navigating ambiguity, defining research scope independently, and driving project timelines with minimal oversight.
* Service Design Capability: Solid foundational knowledge of service design principles and hands-on experience crafting customer journey maps and service blueprints.
* Inclusive & Ethical Research: Demonstrated understanding of digital accessibility standards (WCAG), inclusive research practices, data privacy regulations, and participant consent ethics.
* Cross-Functional Collaboration: Exceptional teamwork skills, with experience writing product requirements/user stories alongside product management and engineering teams.
Experience Preferred:
* Domain Expertise: Prior UX research or service design experience within Financial Services, Fintech, or Automotive Software ecosystems. * Data & Analytics Tools: Working familiarity with analytical tools such as Excel, Power BI, Qualtrics, or Adobe Analytics to supplement UX data with quantitative metrics. * Executive Presentation: Proven experience presenting strategic research initiatives and product roadmaps to senior executives and cross-departmental leaders. * Continuous Learning: A strong growth mindset with an active interest in staying current on emerging research tools, AI-driven insights platforms, and evolving design methodologies.
Education Required:
Bachelor’s Degree
Additional Information :
***HYBRID – 4 days per week in the office***
* End-to-End Research Lifecycle: Plan, recruit, execute, and analyze qualitative and quantitative research initiatives across early discovery, concept validation, iterative testing, and post-launch evaluation.
* Mixed-Methods Execution: Select and conduct appropriate research methodologies, including field interviews, usability testing, surveys, diary studies, card sorting, tree testing, and contextual inquiry.
* Service Design Integration: Build and maintain service blueprints, customer journey maps, and dynamic personas to illuminate cross-channel touchpoints and operational dependencies.
* Data Synthesis & Requirement Translation: Synthesize complex, multi-layered, and sometimes conflicting data streams into clear, strategic insights. Translate findings into actionable product recommendations, user stories, and product requirements.
* Stakeholder Management & Storytelling: Partner closely with Product Managers, Designers, and Engineers. Articulate research findings through compelling visual and narrative storytelling to influence product strategy and gain buy-in from senior leadership.
* Research Operations (Research Ops): Oversee logistics, screener development, participant recruitment, panel management, incentives, and research repository organization. * Mentorship & Design Culture: Coach product team members on human-centered design principles, inclusive research techniques, and research ethics. * Inclusive & Ethical Research: Champion accessibility standards, inclusive design practices, participant privacy, and rigorous consent protocol adherence.
Why work with us? We are a woman-owned company that values your ideas, encourages your growth, and always has your back. When you work with us you’ll have training opportunities, flexible/remote work options, growth opportunities, 401K and competitive pay. Apply today! We are an EOE, all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or status as a protected veteran. https://www.optechus.com/eeo_self_identification/