Citizens Bank User Experience Researcher in Dedham, Massachusetts


The User Experience (UX) Researcher will work on the Digital Banking team to research and design best in class digital experiences. The UX Researcher will be responsible for auditing existing experiences through observation and quantitative and qualitative analysis and prototyping potential solutions. The position will contribute to making our experiences user-friendly, accessible to visitors with disabilities, and mobile-friendly. Primary responsibilities include:Planning research, writing interview protocols, and executing UI research through in-person and remote qualitative research to create a new understanding of user’s wants and needs.Analyze data from multiple qualitative insights including market research, voice of the customer feedback, and heuristic analysis to determine new connections that inform the creation and optimization the UX.Communicate and present research insights to business and executive stakeholders to influence the short and long-term design and development roadmaps. Develop prototypes based on your research to inform stakeholders


Required Skills/Experience:2+ years in UX research experience; preferably within digital marketing UX design experience a plus, but not requiredStrong experience conducting usability studies. The ideal candidate will be able to create participant recruit screeners, moderator’s guides and final reports and corresponding UX recommendationsA portfolio demonstrating past work experience, deliverables and innovation across a broad range of methodsFamiliarity with a plusExperience creating & executing onsite testing plans (AB & MVT) including creating test versions, and analyzing and reporting out on test data/results strongly preferred. Familiarity with Adobe Test & Target, HTML or applicable coding experience a plusExperience in financial services, is preferred but not required. Willingness to learn about and immediately immerse in the financial services spaceExperience with usability analysis such as: end-user interviews, and competitive analysisExperience collecting and/or facilitating the collection of competitor and market researchEducation, Certifications and/or Other Professional Credentials:A Bachelor’s degree in Usability, Human Factors, HCI, Psychology or additionally relevant fieldHours & Work Schedule Hours per Week: 40Work Schedule: Monday - Friday

Why Work for Us

At Citizens, you'll find a customer-centric culture built around helping our customers and giving back to our local communities. When you join our team, you are part of a supportive and collaborative workforce, with access to training and tools to accelerate your potential and maximize your career growth.

Equal Employment Opportunity

It is the policy of Citizens Bank to provide equal employment and advancement opportunities to all colleagues and applicants for employment without regard to race, color, ethnicity, religion, gender, pregnancy/childbirth, age, national origin, sexual orientation, gender identity or expression, disability or perceived disability, genetic information, citizenship, veteran or military status, marital or domestic partner status, or any other category protected by federal, state and/or local laws.

Equal Employment and Opportunity Employer/Disabled/Veteran

Citizens Bank is a brand name of Citizens Bank, N.A. and each of its respective subsidiaries, and Citizens Bank of Pennsylvania.