Sr Manager, User Experience Researcher

Your Opportunity

At Schwab, you are empowered to make an impact on your career. Here, innovative thought meets creative problem solving, helping us “challenge the status quo” and transform the finance industry together.

The Strategy and Transformation team within Schwab’s Client Service & Support organization enables leaders across the service organization to explore and set strategy, prioritize our investments, understand the perspective of our professionals and clients, and tell our strategic story along the way.

As a Senior Manager, UX Researcher (individual contributor) you will:

• Define and drive the future experience for our call center representatives and the products they use
• Reveal what our users need by conducting user research, working with cross-functional teams, and delivering insights
• Inspire change through delivering oral and written presentations, leveraging qualitative and quantitative data, and helping stakeholders understand what would make a user’s experience more intuitive, accessible, and seamless
• Lead and own a research project from start to finish including conducting stakeholder interviews, formulation of research goals and objectives, development of a research plan and methodology, performing research, synthesizing findings with supporting data, and report development

What you are good at:

• Working independently to deliver insights in a fast-paced and ever evolving environment
• Critically thinking to generate unique research ideas and derive effective solutions for design issues
• Effectively collaborating with stakeholders and act as a strategic partner in product decisions
• Storytelling skills using data and other visualizations to engage stakeholder, communicate insights effectively and clearly present key findings and recommendations
• Continuously improve and grow by implementing new research techniques

What you have

Required Qualifications:

• 5+ years of UX research experience
• Bachelor’s or MS in a human behavior related field (or equivalent and demonstrable work experience)
• Proficiency at conducting a wide array of research methodologies including surveys, user interviews, usability testing, card sorting, etc.
• Experience working with large data sets, including a solid understanding of basic statistics, and ability to calculate necessary sample sizes
• Experience with testing in person and remotely
• Success supporting delivery of concurrent projects
• High proficiency with Microsoft Office products, PowerPoint, Excel, Word, etc.

Preferred Qualifications:

• Prior experience within financial services industry
• Strong communications skills with ability to appeal to a wide audience