Responsibilities
- Organize, coordinate, and manage Customer Advisory Boards, ensuring effective communication and strong CAB engagement
- Drive the growth of CABs, including maintaining internal stakeholder communication loops (i.e. Product Managers, UX, Customer Support, Sales)
- Schedule regular meetings and events to foster collaboration and gather valuable feedback on products and services
- Liaise with Product Managers to notify CAB members of Product updates via newsletters
- Collect, analyze, and present insights from CABs to identify key themes and actionable recommendations for internal Product and UX teams
- Work closely with Product Managers, UX Researchers, and UX Designers to translate CAB feedback into strategies that enhance customer satisfaction and drive growth
- Maintain templates, opt-in forms, and documentation related to CABs, recruitment, and research repository
- Maintain, clean up, and grow research participant lists within a recruitment platform, and measure tool usage
- Determine, document, and manage research recruitment best practices
- Promote the value of UX Research through various tools and processes
- Establish relationships with key stakeholders (i.e. product, engineering, sales, support) to gather research participants and share insights
- Understand and translate business requirements and constraints into research initiatives
- Collect and analyze user needs and behaviors via qualitative research (i.e. stakeholder and user interviews, surveys, field visits, usability testing, remote testing)
- Share research findings and recommendations to diverse audiences through written documentation and oral presentations
- Collaborate with designers and product managers to prioritize research findings in a fast-paced environment
- Keep abreast of industry and user experience trends, and best practices and promote research within the team
Requirements
- Bachelor's degree in Anthropology, Human Computer Interaction (HCI), Sociology, Psychology, Industrial Design, Interaction Design, or related field or practical experience
- Minimum 2 years relevant work experience within user experience, research operations, product design research, experience design, or related field
- Experience with research design utilizing various methods, such as foundational research, contextual inquiries, journey maps, surveys, usability studies
- Ability to make decisions and adapt based on understanding of business goals, needs, and challenges
- Must have excellent time management and project management skills: be able to handle multiple projects at one time, and prioritize needs and projects
- Strong communication skills
- Must be a collaborator and team player
Nice to Have
- Degree (BA/MS) in a related field
- Experience in Research Operations
- Experience managing customer panels or user groups a plus
- Familiarity with UX Research tools (i.e. UserTesting, User Interviews, Figjam)
- Experience in payments or technology industry
- Preference for 2-3+ years of experience, but open to less experienced individuals who can demonstrate strong knowledge and skill set
- Ability to travel 1-2 times per year, if necessary
Benefits
- Medical, dental and vision care
- EAP programs
- Paid time off
- Recognition programs
- Retirement and investment options
- Charitable gift matching programs
- Worldwide days of service
Work Arrangement
Remote (Country)
Additional Information
- Candidates must be legally authorized to work for any employer in the United States on a full-time basis without the need for current or future immigration sponsorship.
- This role is eligible to be remote within the United States.
- Ability to travel 1-2 times per year, if necessary.
