Client Experience Researcher, Specialist

Charlotte, VT - USA

Monthly Salary: Not Disclosed

Posted on: 30+ days ago

Vacancies: 1 Vacancy

Job Summary

Core Responsibilities:

Recommend appropriate quantitative or qualitative approaches to gather necessary insights from clients or prospects.
Conduct research using a wide variety of qualitative and quantitative methods to identify user needs and gather user feedback.
Ensure research participants privacy and conduct sessions in a professional manner.
Collect data analyze summarize and activate research results.
Represent the user and communicate research insights and recommendations in compelling and creative ways with team members and senior management. Suggest strategies to gain buy-in from the business. Negotiate adoption of critical recommendations.
Contribute actionable suggestions based on knowledge of target user base and usability best practices.
Work cross-functionally with behavioral scientists software developers designers data scientists and marketing.
Assist in building research quality and consistency practices. Train and mentor junior staff in best practices of client experience research. Provide guidance training and motivation.
Participate in special projects and performs other duties as assigned.

Qualifications:

BA/BS degree in a related field or the equivalent combination of training and experience with degree in HCI Psychology Sociology Human Factors Usability Behavioral Science or Information Science
MA/MS/PhD a plus (or equivalent industry experience)
5 years relevant research experience
Command a broad set of qualitative and user-centered design research methods (e.g. usability testing client interviews diary study surveys)
Conversant in quantitative research methods
Ability to ask as well as answer meaningful and impactful questions
Compelling communication and presentation skills
Ability to facilitate group meetings and collaboration sessions
Comfortable working through ambiguity in a fast-paced agile environment
Experience in the financial industry or other highly regulated industries is a plus
Experience using project and/or product management tools (e.g. Jira and Confluence) is a plus
Proficiency with a wide range of user experience research software and tools (e.g. Medallia Qualtrics)is a plus
Omnichannel research experience is a plus

Special Factors

Sponsorship

Vanguard is not offering visa sponsorship for this position.

About Vanguard

At Vanguard we dont just have a missionwere on a mission.

To work for the long-term financial wellbeing of our clients. To lead through product and services that transform our clients lives. To learn and develop our skills as individuals and as a team. From Malvern to Melbourne our mission drives us forward and inspires us to be our best.

How We Work

Vanguard has implemented a hybrid working model for the majority of our crew members designed to capture the benefits of enhanced flexibility while enabling in-person learning collaboration and connection. We believe our mission-driven and highly collaborative culture is a critical enabler to support long-term client outcomes and enrich the employee experience.

Required Experience:

Core Responsibilities:Recommend appropriate quantitative or qualitative approaches to gather necessary insights from clients or prospects.Conduct research using a wide variety of qualitative and quantitative methods to identify user needs and gather user feedback.Ensure research participants privacy...

Core Responsibilities:

Recommend appropriate quantitative or qualitative approaches to gather necessary insights from clients or prospects.
Conduct research using a wide variety of qualitative and quantitative methods to identify user needs and gather user feedback.
Ensure research participants privacy and conduct sessions in a professional manner.
Collect data analyze summarize and activate research results.
Represent the user and communicate research insights and recommendations in compelling and creative ways with team members and senior management. Suggest strategies to gain buy-in from the business. Negotiate adoption of critical recommendations.
Contribute actionable suggestions based on knowledge of target user base and usability best practices.
Work cross-functionally with behavioral scientists software developers designers data scientists and marketing.
Assist in building research quality and consistency practices. Train and mentor junior staff in best practices of client experience research. Provide guidance training and motivation.
Participate in special projects and performs other duties as assigned.

Qualifications:

BA/BS degree in a related field or the equivalent combination of training and experience with degree in HCI Psychology Sociology Human Factors Usability Behavioral Science or Information Science
MA/MS/PhD a plus (or equivalent industry experience)
5 years relevant research experience
Command a broad set of qualitative and user-centered design research methods (e.g. usability testing client interviews diary study surveys)
Conversant in quantitative research methods
Ability to ask as well as answer meaningful and impactful questions
Compelling communication and presentation skills
Ability to facilitate group meetings and collaboration sessions
Comfortable working through ambiguity in a fast-paced agile environment
Experience in the financial industry or other highly regulated industries is a plus
Experience using project and/or product management tools (e.g. Jira and Confluence) is a plus
Proficiency with a wide range of user experience research software and tools (e.g. Medallia Qualtrics)is a plus
Omnichannel research experience is a plus