Lead UX Researcher, Experience Design (XD) Research and Innovation Lab
Charlotte, North Carolina;Waltham, Massachusetts; San Francisco, California
**Job Description:**
**About XD**
At Bank of America, were guided by a common purpose: to help make financial lives better by connecting clients and communities to the resources they need to be successful.
Bank of Americas Experience Design team includes interaction designers, graphic designers, researchers, strategic designers, design program managers, content strategists, design technologists and other creative professionals. The team is constantly iterating, solving problems, and working together to find ways all our digital platforms can empower customers to reach their financial goals in more customized, intuitive, innovative, engaging, secure, and time-saving ways.
**About The Lab**
The XD Research and Innovation Lab has a charter to explore, measure, test and experiment against all aspects of the customer experience within the Bank of America ecosystem. From financial centers and ATMs, to digital products, emerging technologies and anything in between and beyond. The XD Research and Innovation Lab is embedded with the delivery and product teams to ensure high quality, user-centered solutions while also identifying new opportunities to inform mid to long-range product planning.
The Lab is a fast-paced, ever iterating, optimistic environment. We are a collective of researchers, strategists, technologists, and design thinkers, always advocating for our clients and user-centered solutions that meet the business goals of our partners and advocates.
**About The Role**
Lab leads own multiple larger projects and portfolios of XD work and act as champions of Lab Principles. They work with XD Design Directors and Associate Design Directors to drive research and strategy. Lab leads across XD and Lines of Business to ensure quality research throughout the end-to-end product-development lifecycle. They are recognized as experts who influence leaders, stakeholders, and partners in product, marketing, LOBs, technology, and other organizations to drive optimal customer experiences. They facilitate regular cross-team alignment and communication. They act as leaders and mentors to motivate and develop individuals and teams and reports to the Lab Director or Associate Director.
**As a Lead UX Researcher you will**
+ Conduct a variety of qualitative and quantitative research activities to provide the banks product and design teams with a more comprehensive understanding of the digital experience. This includes, but is not limited to: usability studies, heuristic evaluations, interviews, contextual inquiries, surveys, benchmarking, diary studies and other longitudinal studies.
+ Manage a body of work, coaching, directing and unblocking as needed, to produce great work that delights clients and achieves business goals.
+ Deliver best-in-class research and innovation process and methodologies while simultaneously thinking across the larger bank organization.
+ Participate in critiques for peers, and serve as a sounding board for projects, process, and people.
+ Hold team members to the highest level of quality and professionalism
+ Work closely with cross-functional product and design teams to develop research programs and plans that will effectively meet the banks business and design objectives.
+ Identify, evangelize, and pursue research opportunities that will proactively assist the work of your product and design teams.
+ Communicate and share your work at all times, generating visual artifacts that make the research process and your findings digestible and easily understood beyond XD.
**Youre a person who has (required skills):**
+ 6+ years of well-rounded design research experience with a impactful portfolio that that exemplifies excellence in research, research methodologies, strategic thinking, presentation, and visual story-telling.
+ Degree in Usability Engineering, Research, Human-Computer Interaction, Cognitive Psychology, Anthropology or related design studies, or equivalent learning
+ Demonstrated ability to make complex research data meaningful and impactful.
+ An outstanding portfolio that exemplifies excellence in strategic thinking, presentation, and visual story-telling
+ Knowledge of best practices in user interface design and the ability to make research-based design recommendations
+ Experience in performing ethnographic research as well as moderating lab-based and remote qualitative and quantitative design and usability research activities
+ Fluency in the use of tools and techniques in qualitative and quantitative design research
+ Fluency in Design Thinking and human-centered design, with strategic experience in persona development, journey and experience mapping
+ Expertise in planning and executing generative empathy research, and in planning and facilitating workshops and design ideation sessions
+ Experience with balancing user, business and technology value when designing research plans and presenting your findings
+ Strong project leadership experience, with a track record of inspiring teams or partners to deliver in the face of internal and external challenges
+ Analytical skills and the ability to communicate insights gleaned from generative and evaluative research data in a manner that generates actionable design concepts
+ Skill with identifying themes and opportunities for digital innovation through research, and can build a data-driven case for change
+ Possesses enthusiasm about experience design and research, and is a highly motivated self-starter with a strong work ethic
+ Self-identifies as a continuous learner, remaining open to feedback and adapting quickly and positively to changes
+ Maturity and self-awareness to nurture strong working relationships with colleagues, whether co-located or in distributed teams
+ Command of communication and collaboration skills to confidently lead cross-functional teams through research planning to execution and reporting, and represent the work to all levels within the organization.
+ Is exceptional at problem-solving, issue resolution, and time management
+ Has an innate desire to make things better, and a willingness to try new things
+ Inherent curiosity, optimism, an ability to make the complex simple and the hard easy
+ Mastery of Adobe Creative Suite, Keynote, and other design and research tools such as UserZoom, D-Scout, Confluence
+ Expertise in the use of tools and techniques in qualitative and quantitative design research
**Youre a person who:**
+ Is an enthusiastic, highly motivated self-starter with a strong work ethic and an intense focus on achieving results. A roll-up your sleeves doer.
+ Thinks beyond today and has a strong sense and rigor to create possibilities of the future
+ Collaborates effectively to get things done, building and nurturing strong relationships.
+ Is exceptional at problem-solving, issue resolution, and time management.
+ Demonstrates strong listening, communication, and presentation skills.
+ Is a continuous learner who adapts quickly and positively to change.
+ Commits to delivery dates and delivers on time.
**Youll be better prepared if you have (desired skills):**
+ Masters degree in research or Bachelors with compensating experience.
+ Knowledge of both Agile and Waterfall design and development processes
+ Financial industry, digital agency, or similar experience preferred.
+ Multi-program and project management experience.
**Were a culture that:**
+ Is committed to building a workplace where every employee is welcomed and given the support and resources to build and advance their careers.
+ Along with taking care of our clients we want to be a great place for people to work, and we strive to create an environment where all employees have the opportunity to achieve their goals.
+ Believes diversity makes us stronger so we can reflect, connect to and meet the diverse needs of our clients around the world.
+ Provides continuous training and developmental opportunities to help employees achieve their goals, whatever their background or experience.
+ Is committed to advancing our tools, technology and ways of working. We always put our clients first to meet their evolving needs.
+ Believes in responsible growth and is dedicated to supporting communities around the world by connecting them to the lending, investing and giving they need to remain vibrant and vital.
**Job Band:**
H5
**Shift:**
1st shift (United States of America)
**Hours Per Week:**
40
**Weekly Schedule:**
Monday - Friday 8 am - 5 pm
**Referral Bonus Amount:**
10000
**Job Description:**
**About XD**
At Bank of America, were guided by a common purpose: to help make financial lives better by connecting clients and communities to the resources they need to be successful.
Bank of Americas Experience Design team includes interaction designers, graphic designers, researchers, strategic designers, design program managers, content strategists, design technologists and other creative professionals. The team is constantly iterating, solving problems, and working together to find ways all our digital platforms can empower customers to reach their financial goals in more customized, intuitive, innovative, engaging, secure, and time-saving ways.
**About The Lab**
The XD Research and Innovation Lab has a charter to explore, measure, test and experiment against all aspects of the customer experience within the Bank of America ecosystem. From financial centers and ATMs, to digital products, emerging technologies and anything in between and beyond. The XD Research and Innovation Lab is embedded with the delivery and product teams to ensure high quality, user-centered solutions while also identifying new opportunities to inform mid to long-range product planning.
The Lab is a fast-paced, ever iterating, optimistic environment. We are a collective of researchers, strategists, technologists, and design thinkers, always advocating for our clients and user-centered solutions that meet the business goals of our partners and advocates.
**About The Role**
Lab leads own multiple larger projects and portfolios of XD work and act as champions of Lab Principles. They work with XD Design Directors and Associate Design Directors to drive research and strategy. Lab leads across XD and Lines of Business to ensure quality research throughout the end-to-end product-development lifecycle. They are recognized as experts who influence leaders, stakeholders, and partners in product, marketing, LOBs, technology, and other organizations to drive optimal customer experiences. They facilitate regular cross-team alignment and communication. They act as leaders and mentors to motivate and develop individuals and teams and reports to the Lab Director or Associate Director.
**As a Lead UX Researcher you will**
+ Conduct a variety of qualitative and quantitative research activities to provide the banks product and design teams with a more comprehensive understanding of the digital experience. This includes, but is not limited to: usability studies, heuristic evaluations, interviews, contextual inquiries, surveys, benchmarking, diary studies and other longitudinal studies.
+ Manage a body of work, coaching, directing and unblocking as needed, to produce great work that delights clients and achieves business goals.
+ Deliver best-in-class research and innovation process and methodologies while simultaneously thinking across the larger bank organization.
+ Participate in critiques for peers, and serve as a sounding board for projects, process, and people.
+ Hold team members to the highest level of quality and professionalism
+ Work closely with cross-functional product and design teams to develop research programs and plans that will effectively meet the banks business and design objectives.
+ Identify, evangelize, and pursue research opportunities that will proactively assist the work of your product and design teams.
+ Communicate and share your work at all times, generating visual artifacts that make the research process and your findings digestible and easily understood beyond XD.
**Youre a person who has (required skills):**
+ 6+ years of well-rounded design research experience with a impactful portfolio that that exemplifies excellence in research, research methodologies, strategic thinking, presentation, and visual story-telling.
+ Degree in Usability Engineering, Research, Human-Computer Interaction, Cognitive Psychology, Anthropology or related design studies, or equivalent learning
+ Demonstrated ability to make complex research data meaningful and impactful.
+ An outstanding portfolio that exemplifies excellence in strategic thinking, presentation, and visual story-telling
+ Knowledge of best practices in user interface design and the ability to make research-based design recommendations
+ Experience in performing ethnographic research as well as moderating lab-based and remote qualitative and quantitative design and usability research activities
+ Fluency in the use of tools and techniques in qualitative and quantitative design research
+ Fluency in Design Thinking and human-centered design, with strategic experience in persona development, journey and experience mapping
+ Expertise in planning and executing generative empathy research, and in planning and facilitating workshops and design ideation sessions
+ Experience with balancing user, business and technology value when designing research plans and presenting your findings
+ Strong project leadership experience, with a track record of inspiring teams or partners to deliver in the face of internal and external challenges
+ Analytical skills and the ability to communicate insights gleaned from generative and evaluative research data in a manner that generates actionable design concepts
+ Skill with identifying themes and opportunities for digital innovation through research, and can build a data-driven case for change
+ Possesses enthusiasm about experience design and research, and is a highly motivated self-starter with a strong work ethic
+ Self-identifies as a continuous learner, remaining open to feedback and adapting quickly and positively to changes
+ Maturity and self-awareness to nurture strong working relationships with colleagues, whether co-located or in distributed teams
+ Command of communication and collaboration skills to confidently lead cross-functional teams through research planning to execution and reporting, and represent the work to all levels within the organization.
+ Is exceptional at problem-solving, issue resolution, and time management
+ Has an innate desire to make things better, and a willingness to try new things
+ Inherent curiosity, optimism, an ability to make the complex simple and the hard easy
+ Mastery of Adobe Creative Suite, Keynote, and other design and research tools such as UserZoom, D-Scout, Confluence
+ Expertise in the use of tools and techniques in qualitative and quantitative design research
**Youre a person who:**
+ Is an enthusiastic, highly motivated self-starter with a strong work ethic and an intense focus on achieving results. A roll-up your sleeves doer.
+ Thinks beyond today and has a strong sense and rigor to create possibilities of the future
+ Collaborates effectively to get things done, building and nurturing strong relationships.
+ Is exceptional at problem-solving, issue resolution, and time management.
+ Demonstrates strong listening, communication, and presentation skills.
+ Is a continuous learner who adapts quickly and positively to change.
+ Commits to delivery dates and delivers on time.
**Youll be better prepared if you have (desired skills):**
+ Masters degree in research or Bachelors with compensating experience.
+ Knowledge of both Agile and Waterfall design and development processes
+ Financial industry, digital agency, or similar experience preferred.
+ Multi-program and project management experience.
**Were a culture that:**
+ Is committed to building a workplace where every employee is welcomed and given the support and resources to build and advance their careers.
+ Along with taking care of our clients we want to be a great place for people to work, and we strive to create an environment where all employees have the opportunity to achieve their goals.
+ Believes diversity makes us stronger so we can reflect, connect to and meet the diverse needs of our clients around the world.
+ Provides continuous training and developmental opportunities to help employees achieve their goals, whatever their background or experience.
+ Is committed to advancing our tools, technology and ways of working. We always put our clients first to meet their evolving needs.
+ Believes in responsible growth and is dedicated to supporting communities around the world by connecting them to the lending, investing and giving they need to remain vibrant and vital.
**Shift:**
1st shift (United States of America)
**Hours Per Week:**
40
Learn more about this role
Full time
JR-22076421
Band: H5
Manages People: No
Travel: No
Manager:
Talent Acquisition Contact:
Tori Roy
Referral Bonus:
10000
Bank of America and its affiliates consider for employment and hire qualified candidates without regard to race, religious creed, religion, color, sex, sexual orientation, genetic information, gender, gender identity, gender expression, age, national origin, ancestry, citizenship, protected veteran or disability status or any factor prohibited by law, and as such affirms in policy and practice to support and promote the concept of equal employment opportunity and affirmative action, in accordance with all applicable federal, state, provincial and municipal laws. The company also prohibits discrimination on other bases such as medical condition, marital status or any other factor that is irrelevant to the performance of our teammates.
To view the "EEO is the Law" poster, CLICK HERE (https://www.dol.gov/ofccp/regs/compliance/posters/pdf/eeopost.pdf) .
To view the "EEO is the Law" Supplement, CLICK HERE (https://www.dol.gov/ofccp/regs/compliance/posters/pdf/OFCCP\_EEO\_Supplement\_Final\_JRF\_QA\_508c.pdf) .
Bank of America aims to create a workplace free from the dangers and resulting consequences of illegal and illicit drug use and alcohol abuse. Our Drug-Free Workplace and Alcohol Policy (Policy) establishes requirements to prevent the presence or use of illegal or illicit drugs or unauthorized alcohol on Bank of America premises and to provide a safe work environment.
To view Bank of Americas Drug-free workplace and alcohol policy, CLICK HERE .
