Director - User Experience Design Research - Fidelity Investments - Jersey City

Job description
The User Experience Design team is responsible for designing Fidelity Investments' award-winning websites, mobile applications and internal workstations. Our 100+ person team of elite user experience professionals works collaboratively with the business and technology teams to design and deliver online experiences that enable our customers' financial success.

The person in this role will lead our user research in support of Fidelity’s institutional business, which offers financial professionals and institutions access to the products, services and investments they need to service their clients and grow their businesses. This role will be based in Jersey City, NJ, and will report directly to the Vice President, User Experience Research.

You'll be working with industry leaders who literally wrote the book ("Measuring the User Experience", “Beyond the Usability Lab”) on some of the key methods in user research. You'll be responsible for not only researching a variety of user experience interactions, but also synthesizing that information and presenting it to Fidelity executives and designers to help shape the direction of our websites.

Primary Responsibilities
Conduct primary user research to determine future directions for Fidelity's institutional websites and tools. Also coordinate the efforts of contract user researchers as needed to accomplish the work needed in this space.
Build collaborative relationships with our internal business partners and project teams to translate their business requirements into experiences our customers love.
Identify and implement a variety of methods for getting input and feedback from customers, including customer co-development methods, participatory design methods, diary studies, interviews, observational studies, online feedback mechanisms, focus groups (in-person and remote), card-sorting exercises, lab usability studies, online usability studies, remote usability studies and others.

Desired Skills and Experience
Education and Experience
Must have 10+ years of experience in the user experience, usability, or a closely related field, primarily for the web
Must have at least a Bachelor's degree in a relevant field. A graduate degree in a relevant field (e.g., usability, human factors, ethnography, HCI, sociology) is strongly preferred.
Must have completed in-depth user research using at least four of the following techniques: contextual inquiry, participatory design, customer co-development, focus groups, usability studies (online, lab or remote), other online methods of collecting data from users.
Solid understanding of quantitative methods and a track record of incorporating them into the UX design process.
Proven record of dealing with multiple stakeholders (including business partners, designers and developers) and keeping them all happy.
Experience with building and executing a user research strategy in support of a variety of user types.
Experience in financial services is highly desirable but not required.
Skills and Knowledge
Must have strong familiarity and experience with as many of the following user research methods as possible:
Contextual inquiry methods
User interviews
User observation
Personas
Diary studies
User surveys (primarily online)
Task analyses and use cases
Competitive analyses
Focus groups
Brainstorming and participatory design methods
Card-sorting methods and affinity diagramming
Usability studies (lab, remote, and online)
Live-site A/B testing
Working knowledge of sampling methods and statistical analyses, as applied to some of the above methods, is required.
Executive presentation and negotiation skills at a large organization
A passion for working with-and learning from-the users of our websites and systems.

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