Senior User Experience Researcher

At Wells Fargo, we aim to satisfy our customers’ financial needs and help them succeed financially. We’re looking for talented people who will put our customers at the center of everything we do.

Join our diverse and inclusive team where you’ll feel valued and inspired to contribute your unique skills and experience. For additional information on this line of business, refer to the external Careers Site at www.wellsfargojobs.com.

About Strategy, Digital & Innovation (SDI):

The Strategy, Digital & Innovation (SDI) team forges the strategic direction of Wells Fargo, provides and manages our digital foundation and common capabilities, and transforms our business models to meet evolving customer needs and grow the company. The investments we are making will help the company create innovative digital banking experiences, and make it easier for customers to achieve their financial goals.

Strategy, Digital & Innovation (SDI) serves three pivotal roles in helping to set the future direction of Wells Fargo.

• Strategy works across the company's business lines and enterprise functions to set the strategic direction and outline prioritized initiatives, delivering an integrated bank at scale for all of the customers we serve — consumers, small and medium-sized businesses, and large institutions.

• Digital unites the vast capabilities embedded in our business lines, and sets the standard for engaging, value-added, and seamless digital-first, omni-channel experiences.

• Innovation, in partnership with Wells Fargo Technology and lines of business, develops and incubates new solutions for existing and emerging customer needs, and leads the effort to transform our business to compete in a digital world.

SDI's efforts will reduce risk, improve the bank's performance, and earn Wells Fargo a competitive advantage.

About our team:

The Research & Strategy Team sits within the Digital Commercial Banking / Corporate and Investment Bank (CB/CIB), uncovering and translating user needs that drive client-centric experiences on mobile and desktop. We consult with stakeholders and product partners to design research programs, to ensure customer insights are infused into our products and services throughout the design lifecycle. Our diverse team is highly collaborative, infusing fun and personal connections into our work.

About the role
The Senior User Experience Researcher is an experienced research professional, adept at leading complex research programs from intake and methodological design to execution and insights socialization. This is an especially exciting time to be joining our team as we are growing our research practice to contribute to key digital transformation initiatives which serve clients of the Commercial / Corporate and Investment Bank. The successful candidate will thrive in a fast-paced transformation-focused environment and have enterprise software/digital experience. 

Responsibilities include:

• Design and lead research programs: In partnership with client experience, product and design partners, you will drive the creation of end-to-end research programs to embed customer insights into client experiences, digital products and services at all stages of product development (discovery, design, measurement). You will confidently guide teams toward focusing on the most important research questions to answer, and creating mixed-method research plans for addressing them, including design thinking methodologies.

• Influence client experience and product strategy with research insights: Become an expert in your assigned area(s) to effectively shape and influence the client experience and product road map based on customer needs and expectations as discovered through research
• Socialize insights and customer knowledge: Create compelling, visual presentations and foundational tools based on research insights including research reports, affinity mapping, personas, and journey maps. Effectively communicate insights through storytelling and other creative techniques to deepen customer understanding and empathy with others across the organization.
• Evolve the research practice: Contribute to the development of the overall practice by bringing your experience with a myriad of research methods and tools to the team. Enthusiastically embrace new tools, experiment to learn capabilities, and champion their use to others in the organization.

Overall

The successful candidate will possess the following qualities:

• Track record of translating business needs into research questions, and insights into business impact
• Strong communication and collaboration skills with various levels of leadership, and extensive experience partnering seamlessly with cross-functional partners (especially Design and Product) and senior leaders
• Advanced skills in a broad range of qualitative research methods, analysis techniques, design thinking and research tools
• Use sound problem-solving skills and work independently with consistent and high-quality results
• Rigorous attention to detail, follow-through, and ability to follow established protocols to ensure adherence to all Risk & Compliance procedures
• Comfortable with remote conferencing and collaboration tools (Zoom, Teams) and readily adaptable to learning new tools as they are adopted by the team
• Comfortable in a fast-paced work environment and responsibilities for managing multiple projects at one time, and creating collaborative research roadmaps for the long and short term

Required Qualifications

• 4+ years of Website or Application Design experience, or equivalent demonstrated through one or a combination of the following: work experience, training, military experience, education

Desired Qualifications

• Ability to pro-actively identify and communicate clear design and product solutions based on research findings.
• 3 + years of experience user experience (UX) research with proven work designing and executing on research programs in a complex, matrixed organizational environment with experience managing cross-functional research projects/programs of work.
• Background in HCI, Psychology, Anthropology, Sociology, or similar
• 2 + years’ experience conducting research in a B2B Enterprise environment
• Experience in Design Thinking and Service Design methodologies and facilitation skills
• Undergraduate and/or Graduate degree in field related to human-centered strategy & design, service design, human-computer interaction, information science, consumer marketing, or social sciences.

Job Expectations:

• Willingness to work on-site at stated location on the job opening
• Ability to travel up to 10%of the time
• This position is not eligible for Visa sponsorship

Pay Range
 

Reflected is the base pay range offered for this position. Pay may vary depending on factors including but not limited to achievements, skills, experience, or work location. The range listed is just one component of the compensation package offered to candidates.

Posting End Date:

*Job posting may come down early due to volume of applicants.

We Value Equal Opportunity

Wells Fargo is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, status as a protected veteran, or any other legally protected characteristic.

Employees support our focus on building strong customer relationships balanced with a strong risk mitigating and compliance-driven culture which firmly establishes those disciplines as critical to the success of our customers and company. They are accountable for execution of all applicable risk programs (Credit, Market, Financial Crimes, Operational, Regulatory Compliance), which includes effectively following and adhering to applicable Wells Fargo policies and procedures, appropriately fulfilling risk and compliance obligations, timely and effective escalation and remediation of issues, and making sound risk decisions. There is emphasis on proactive monitoring, governance, risk identification and escalation, as well as making sound risk decisions commensurate with the business unit’s risk appetite and all risk and compliance program requirements.

Applicants with Disabilities

To request a medical accommodation during the application or interview process, visit Disability Inclusion at Wells Fargo.

Drug and Alcohol Policy

Wells Fargo maintains a drug free workplace.  Please see our Drug and Alcohol Policy to learn more.

Wells Fargo Recruitment and Hiring Requirements:

a. Third-Party recordings are prohibited unless authorized by Wells Fargo.

b. Wells Fargo requires you to directly represent your own experiences during the recruiting and hiring process.