User Experience Researcher

Brown Brothers Harriman is currently recruiting User Experience Researcher to join our Digital team.  In this role you will be focused on clients (external users) experience and overall value of BBH digital facing products. You will use multiple research methodologies to gain insights regarding current user scenarios, existing pain-points, needs and goals. Your key responsibilities include interpreting and analyzing the input from users, Client Servicing and Support Teams, Relationship Managers, Product Owners and web analytics and translating them into a vision of new features, enhancements and products. You will work on multiple ongoing projects closely collaborating with Product Managers and UX Designers to ensure that product designs hit a user value proposition and differentiate BBH products.

Responsibilities:

• Qualitative User Experience research:

  • Interviewing Global Client Service members and other BBH employees who directly engage with clients

  • Preparing and orchestrating contextual interviews with clients

  • Analyzing incoming user feedback from multiple sources: feedback received by Client Service, , Relationship Managers, Voice of Client Team, client interviews, Salesforce cases, Chatter conversations

  • Analyzing, synthetizing and reporting research results

  • Researching comparable user journeys and experiences to inform designs

• Working with Product Managers and UX Designers to communicate:

  • Users’ real-life scenarios, pain-points and needs

  • Opportunities for new or enhanced products, digitally driven efficiency gains, incremental improvements, digital differentiation 

• Coordination of the UX research program – Roadmap, deliverables, communication, sessions scheduling, collaboration with stakeholders: Client Service,, Product Owners, UX Designers, Voice of Client Team and Web Analytics specialist

• Quantitative research using Web Analytics (Adobe Analytics tool):

  • Working with web analytics data (visits, clicks, conversion events etc.), to understand user behavior and potential usability improvements, retirement targets, and trends

  • Analyzing product and feature adoption, correlating to expectations and identifying any required remedial action

  • Defining KPIs for projects, conversion-(adoption)-events and paths leading to adoption

• Correlation of web analytics data with insights from qualitative research

• Documenting UX research and maintain BBH UX Research library:

  • Creating personas illustrating external user responsibilities, real life scenarios and key goals

  • Documenting user journeys including existing pain points and ideas for improvement

  • Developing UX insights libraries describing key discoveries and opportunities

  • Maintaining UX research information  repository

• Evaluating  new research methodologies and advancing the UX Research program

Qualifications:

• 2+ years experience in the area of global finance – preferably in various areas (i.e. Fund Transfer, Global Custody, Securities Servicing, Fund Accounting, FX, Global Tax, Alternative Fund etc.)

• Experience in client service, support or sales

• Understanding, exposure and experience with  design thinking, UX design, and digital products

• Excellent verbal and written communication skills

• Interviewing and presentation skills

• Research and data analysis skills

• Ability to translate research insights into opportunities, product ideas and design recommendations

• Background in one of the following areas will be a plus: data analysis, qualitative or quantitative research methodologies, sociology or statistics

• Strong organizational and time management skills (the role includes coordination of complex projects cross functional global resources)

• Ability to manage multiple priorities and deliverables

What We Offer:

• A collaborative environment that enables you to step outside your role to add value wherever you can;

• Direct access to clients, information and experts across all business areas around the world;

• Opportunities to grow your expertise and take on new challenges;

• A culture of inclusion that values each employee’s unique perspective;

• High-quality benefits program emphasizing good health, financial security, and peace of mind;

• Rewarding work with the flexibility to enjoy personal and family experiences at every career stage;

• Volunteer opportunities to give back to your community and help transform the lives of others.