Client Experience Researcher, Specialist

Core Responsibilities:

• Recommend appropriate quantitative or qualitative approaches to gather necessary insights from clients or prospects.
• Conduct research using a wide variety of qualitative and quantitative methods to identify user needs and gather user feedback.
• Ensure research participants' privacy and conduct sessions in a professional manner.
• Collect data, analyze, summarize, and activate research results.
• Represent the user and communicate research insights and recommendations in compelling and creative ways with team members and senior management. Suggest strategies to gain buy-in from the business. Negotiate adoption of critical recommendations.
• Contribute actionable suggestions based on knowledge of target user base and usability best practices.
• Work cross-functionally with behavioral scientists, software developers, designers, data scientists, and marketing.
• Assist in building research quality and consistency practices. Train and mentor junior staff in best practices of client experience research. Provide guidance, training, and motivation.
• Participate in special projects and performs other duties as assigned.

Qualifications:

• BA/BS degree in a related field or the equivalent combination of training and experience, with degree in HCI, Psychology, Sociology, Human Factors, Usability, Behavioral Science, or Information Science
• MA/MS/PhD a plus (or equivalent industry experience)
• 5+ years relevant research experience
• Command a broad set of qualitative and user-centered design research methods (e.g., usability testing, client interviews, diary study, surveys)
• Conversant in quantitative research methods
• Ability to ask, as well as answer, meaningful and impactful questions
• Compelling communication and presentation skills
• Ability to facilitate group meetings and collaboration sessions
• Comfortable working through ambiguity in a fast-paced agile environment
• Experience in the financial industry or other highly regulated industries is a plus
• Experience using project and/or product management tools (e.g. Jira and Confluence) is a plus
• Proficiency with a wide range of user experience research software and tools (e.g., UserTesting.com, Medallia, Qualtrics) is a plus
• Omnichannel research experience is a plus

Special Factors

Sponsorship
Vanguard is not offering visa sponsorship for this position.

About Vanguard

At Vanguard, we don't just have a mission-we're on a mission.

To work for the long-term financial wellbeing of our clients. To lead through product and services that transform our clients' lives. To learn and develop our skills as individuals and as a team. From Malvern to Melbourne, our mission drives us forward and inspires us to be our best.

How We Work

Vanguard has implemented a hybrid working model for the majority of our crew members, designed to capture the benefits of enhanced flexibility while enabling in-person learning, collaboration, and connection. We believe our mission-driven and highly collaborative culture is a critical enabler to support long-term client outcomes and enrich the employee experience.