Experience Research Executive Director Digital Channels

Join us to shape the future of user experience through expert research and team leadership driving customer satisfaction and engagement. Champion innovation and mentor a team that strives for excellence in user experience research and design.

As anExperience Research Executive Directorin Digital you will lead a team of skilled professionals to design execute and detail findings from experience research studies. Your expertise in experience research principles will enable you to develop and implement innovative studies that enhance user experience and align with our organizational strategy. By fostering a collaborative and inclusive environment you will empower your team to conduct research with impact.

AI and agentic technologies are rapidly reshaping digital customer experience. The Digital team is building humancentered platformbased experiences that scale across Lines of Business enabling intelligent adaptive interactions rooted in real customer needs. Working within a fastpaced multidisciplinary environment the Executive Director of UX Research plays a pivotal role in ensuring these emerging capabilities are designed tested and evolved to deliver meaningful value for customers.

Job responsibilities

• Develop and execute in-depth research strategies to gather insights on customer needs and preferences as you utilize an expert-level mix of quantitative and qualitative research methods
• Lead and mentor a diverse team of experience researchers and create a collaborative and inclusive environment that fosters innovation and excellence in user experience design
• Collaborate with cross-functional teams to transform research findings into practical actionable recommendations that enhance customer satisfaction and engagement across products and services
• Update refine and stay on top of research methodologies at the forefront of emerging trends and technologies to maintain a competitive edge in user experience research and design.
• Frame and prioritize the most critical research questionsshaping how customers will engage with emerging technologies stewarding a focused evolving research backlog.
• Serve as a senior collaborative partnerto technology data & analytics product and design bringing executive judgment and clarity to crossfunctional decisionmaking.
• Apply a builder mindset to futurestate discovery establishing the conditions and capabilities needed to test concepts that do not yet fully exist.
• Lead effectively in ambiguity demonstrating agility curiosity and creativity to adapt research approaches as technologies and customer needs evolve.

Required qualifications capabilities and skills

• 7 years of experience or equivalent expertise in experience research user experience design or a related field focusing on leading research initiatives and teams
• Demonstrated expertise in various research methods including both quantitative and qualitative approaches to gather and analyze data for user experience design
• Advanced proficiency in survey and interview design ethnography and accessibility guidelines ensuring inclusive and accessible user experiences
• Proven ability to design a multi-faceted research program where multiple researchers support the overall focus of the work
• Advanced leadership skills with experience in mentoring coaching and developing diverse teams of experience researchers and user experience designers
• Experience leading teams through ambiguity from front end to delivery and product evolution.

Preferred qualifications capabilities and skills

• Experience managing teams in rapid research programs at tech companies with established and innovative approaches to understanding and testing concepts.
• Advanced education in Sociology anthropology or related field