User Experience Researcher - Partnership Division

Responsibilities

• Research Strategy Design & Data Collection
• Lead the efforts with key stakeholders to create survey instruments, interview protocols, and focus group frameworks aligned to effective customer insight outcomes
• Establish methodologies for collecting both qualitative and quantitative customer data
• Data Analysis & Insight Generation
• Use data to understand user needs and behaviors
• Collect and analyze customer data from various sources such as surveys, sales data, customer service records, social media, and market research reports.
• Develop data-driven recommendations for product improvements and new features
• Analyze data related to product usage, customer behavior, and market trends and summarize findings with clear and actionable insights
• Stakeholder Consultation
• Advise product teams on optimal data collection approaches
• Contribute to product roadmaps and strategic planning
• Recommend appropriate research methodologies based on specific product questions
• Provide guidance on interpreting customer feedback
• Provide insights to inform product development decisions
• Reporting & Communication
• Collaborate and provide reporting and insights to product owners, engineers, and other stakeholders.
• Develop, produce, and improve recurring reports for the new products team.
• Present findings to stakeholders through clear and compelling reports and presentations.
• Drive adoption of proper data, dashboards, and insights through automation and reporting
• Product Performance Assessment:
• Evaluate the performance of existing products and features
• Identify areas where products are succeeding or falling short
• Measure the impact of product changes and improvements
• Market Research and Analysis:
• Conduct market research to understand the competitive landscape and customer preferences.
• Analyze market data to identify opportunities and threats
• Stay up-to-date on industry trends and best practices
• The Ideal Candidate for This Role:
• Knowledge, Skills, Experience, and Education:
• Required:
• Bachelor's Degree or equivalent experience
• 5+ years' experience in a customer insight analyst, user research, or product analyst role
• Experience with survey design and qualitative research methodologies
• Strong statistical analysis skills with ability to translate complex data into actionable insights
• Experience with data visualization tools (Tableau, Power BI, or similar)
• Excellent written and verbal communication skills, with ability to present technical findings to non-technical audiences
• Desired:
• 3+ years consumer lending industry experience.
• Expertise in Qualtrics and other reporting tools.
• Success Metrics:
• Help drive capture of the right data sources to enable feedback on product tests.
• Use customer satisfaction surveys and Net Promoter Scores (NPS) to gauge the impact of user research on customer experiences and overall customer sentiment on specific experiences.
• Embed customer validation in the design of products & experiences throughout the division.
• Candidates must possess unrestricted work authorization and not require future sponsorship.

Benefits

Additional Information

At FNBO, our employees are the heart of our story-and we're committed to their success! Please see below the details of this career opportunity and how it fits into our organization's success. Summary of the Job: The partnership division has decades of experience building great consumer lending offerings, launching partnership programs (credit card, POSL, UCL), and creating strong partner relationships. This role is critical in supporting the collection of the right inputs into the new product testing process and product owner roadmaps. This role will leverage internal and external data for identifying trends in consumer preferences and market changes. This role will be part of the team responsible for new product development. To succeed, you must be an expert in the types of data and data analysis tools available and when to use them. You will be responsible for collecting, analyzing and summarizing the data to inform new product creation and improvement of existing products. About This Role:

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