As the **TTS UX Research & Insights Lead** youll play a critical role in driving efforts to transform our clients digital experiences through user-centered insights, design, and content strategy. You will be responsible for building an influential UX research practice that centralizes user insights and feedback across ICGs businesses, socializes findings and recommendations for UX strategy, and helps determine product priorities.


You bring deep experience building and leading influential UX research teams, command of a range of UX research methods, and the ability to effectively communicate findings and business implications to broad audiences. Youre passionate about turning research insights into actionable recommendations and are skilled at prioritizing research investments for maximum impact. Youre energized by the opportunity to influence a large-scale digital transformation by representing the wants and needs of our clients through impactful insights and thrive on building strong partnerships with product and technology. Bringing the customer to life within the design process is your goal and you will continuously look to improve processes and methods to achieve this.


This role is a strong growth opportunity in a global, high-impact space. Citi and TTS are committed to supporting a healthy work-life balance, diversity and inclusion and making a space where you can bring your authentic self to work.


This role reports to the Head of ICG Research & Insights.


**Responsibilities:**


+ Lead a wide variety of research efforts including user interviews, usability and concept tests and surveys, ensuring that actionable results are delivered and widely shared

+ Lead and mentor user researchers and designers doing research, as we grow the research practice in TTS

+ Provide guidance and rigor around research methodologies and best practices

+ Collaborate with quantitative UX research to define relevant metrics for benchmarking and ongoing measurement of journeys

+ Integrate research insights with quantitative data to inform deep understanding of client journeys as well as data-driven prioritization

+ Bring innovative approaches and creative thinking to scoping primary research with populations that may be challenging to recruit

+ Scale our pipeline of research participants and streamline recruiting processes

+ Partner across Cash, Trade, Commercial Cards, and the larger Institutional Client Group organization where Digital journeys across businesses need to be linked

+ Work closely with Sales, RMs, Products and O&T to understand client requirements and help build digital solutions

+ Understand Citi Infrastructure and work on solutions that can be implemented in a timely manner, to make client impact


+ Appropriately assess risk when business decisions are made, demonstrating particular consideration for the firm's reputation and safeguarding Citigroup, its clients and assets, by driving compliance with applicable laws, rules and regulations, adhering to Policy, applying sound ethical judgment regarding personal behavior, conduct and business practices, and escalating, managing and reporting control issues with transparency


**Experience & Education:**


+ 7+ years of hands-on professional experience leading qualitative and quantitative UX research

+ 2+ years of professional experience leading research teams

+ Experience adopting a wide range of research approaches, including non-conventional research methods with populations that are challenging to recruit

+ Significant experience working with senior clients, stakeholders and developers

+ Strong oral and written presentation skills, including data visualization

+ External experience in e-commerce/Internet/mobile space a plus

+ Financial services industry experience preferred

+ Bachelors/University degree, Masters degree a plus


This job description provides a high-level review of the types of work performed. Other job-related duties may be assigned as required.


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**Job Family Group:**


Product Management and Development

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**Job Family:**


Product Development

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**Time Type:**


Full time

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Citi is an equal opportunity and affirmative action employer.


Qualified applicants will receive consideration without regard to their race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or status as a protected veteran.


Citigroup Inc. and its subsidiaries ("Citi) invite all qualified interested applicants to apply for career opportunities. If you are a person with a disability and need a reasonable accommodation to use our search tools and/or apply for a career opportunity review **Accessibility at Citi (https://www.citigroup.com/citi/accessibility/application-accessibility.htm)** .


View the "EEO is the Law (https://www.dol.gov/sites/dolgov/files/ofccp/regs/compliance/posters/pdf/eeopost.pdf) " poster. View the EEO is the Law Supplement (https://www.dol.gov/sites/dolgov/files/ofccp/regs/compliance/posters/pdf/OFCCP\_EEO\_Supplement\_Final\_JRF\_QA\_508c.pdf) .


View the EEO Policy Statement (http://citi.com/citi/diversity/assets/pdf/eeo\_aa\_policy.pdf) .


View the Pay Transparency Posting (https://www.dol.gov/sites/dolgov/files/ofccp/pdf/pay-transp\_%20English\_formattedESQA508c.pdf)


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Effective November 1, 2021, Citi requires that all successful applicants for positions located in the United States or Puerto Rico be fully vaccinated against COVID-19 as a condition of employment and provide proof of such vaccination prior to commencement of employment.
Citi is an equal opportunity and affirmative action employer.
Minority/Female/Veteran/Individuals with Disabilities/Sexual Orientation/Gender Identity.