Senior Officer Digital Customer Research

Reporting to the Head of Digital Product, you will be responsible for supporting strategic programmes in the bank with clear research, analysis, and user testing activities.

The successful candidate will help us to understand: what customers want and how we can help meet their needs; how the bank can implement new features/products from a technical and functional perspective; benchmarking across competition; will identify important research questions and implement user-centered research methods that translate to digital features and design.

Accountabilities

• Define, plan, conduct, and analyze user and product research in a fast-paced environment with a focus on launching new products
• Balance quantitative and qualitative research methods to drive product direction and implementation.
• Conduct customer and market research and document findings analytically
• Conducts research to provide analysis of information to understand the competitive landscape, competitor profiles, market position, market opportunity, and consumer behavior
• Design and conduct quantitative and qualitative studies, employing a broad range of research methodologies
• Collaborates with Product Managers to brainstorm, strategize, and deliver innovative product content
• Ideate with designers to create solutions that support user needs and drive business outcomes
• Collaborate with the Product Manager to define products requirements for upcoming releases
• You'll draw from a breadth of tools and approaches to investigate UX questions such as user interviews, surveys, ethnographic research, and usability tests
• Compile and present findings to stakeholders in a clear, actionable, and compelling way
• Translate research findings into clear business implications
• Evangelize the voice of the customer through your participation in strategic survey and product research, interviews, usability studies, workshops, and online experiments (A/B testing)
• Identify opportunities for product improvement, using internal and external data and define applicable customer/market trends

• Bachelor’s Degree
• Minimum 2 years of experience in a Product, Business Analyst or Deployment role desirable
• You will support the product team to refine and prioritize the product backlog.
• You will be curious and have a keen eye for strong creative and copy that will engage.
• High standards of excellence and attention to details.
• High levels of personal and professional integrity
• An entrepreneurial approach with an ability to operate both at a planning level and to be hands on in execution.
• A positive, self-sufficient team-player with excellent communication skills, intellect and energy
• Very sound judgment and business instinct with a desire to challenge traditional thinking
• Ability to admit when you are wrong and learn from it – ready to share news, no matter how bad you think it is
• Determined to succeed, high energy with humility and a strong personal drive
• A collaborative working style.
• A very strong work ethic.