Director User Experience, Research

At Citizens, we’re transforming financial services with digital experiences that are simple, human, and accessible to all. We’re looking for a data-driven Director of UX Research to lead our research practice and ensure our digital experiences deliver measurable customer and business impact. Part of our enterprise UX team, Green Pixel Studios, this leader will drive customer-centricity across the organization by leveraging qualitative and quantitative testing, A/B experimentation, and customer benchmarking frameworks.

The ideal candidate brings proven expertise in a variety of research methods that connect customer behavior, attitudes, and outcomes.

Key Responsibilities

• Lead a best-in-class UX Research team.

• Define and manage the organization’s customer experience benchmarking program, research roadmap, and establish KPIs for usability, satisfaction, and performance.

• Champion experimentation as a cultural practice across design, product, and engineering teams.

• Influence and educate senior leadership and cross-functional stakeholders by translating UX research findings into actionable business insights and compelling narratives. 
• Develop and communicate UX metrics and measurement frameworks that resonate with business leaders, ensuring alignment with organizational goals and priorities. 

• Upskill and mentor researchers in both quantitative and mixed methods research, fostering a culture of continuous learning and methodological excellence.

• Develop scalable frameworks to ensure insights are actionable and reliable. 

• Partner with Product, Business, Analytics, and Design teams to prioritize research and translate findings into measurable product improvements.

• Present insights to executives and stakeholders, using compelling storytelling and data visualization to influence decisions.

Qualifications

• 10+ years of UX research experience, with at least 5 years managing teams.
• Strong background in design validation methods, quantitative, and qualitative research techniques.
• Experience developing and operationalizing customer experience benchmarks at scale.
• Demonstrated ability to influence senior leaders and cross-functional teams, and to communicate UX metrics in ways that drive business understanding and action.
• Degree in Human-Computer Interaction, Psychology, Statistics, or related field preferred.

Pay Transparency 

The salary range for this position is $163,000 - $200,000 per year. Actual pay is based on various factors including but not limited to the work location, and relevant skills and experience. 

We offer competitive pay, comprehensive medical, dental and vision coverage, retirement benefits, maternity/paternity leave, flexible work arrangements, education reimbursement, wellness programs and more. Note, Citizens’ paid time off policy exceeds the mandatory, paid sick or paid time-away policy of every local and state jurisdiction in the United States. For an overview of our benefits, visit https://jobs.citizensbank.com/benefits . 

Equal Employment Opportunity

Citizens, its parent, subsidiaries, and related companies (Citizens) provide equal employment and advancement opportunities to all colleagues and applicants for employment without regard to age, ancestry, color, citizenship, physical or mental disability, perceived disability or history or record of a disability, ethnicity, gender, gender identity or expression, genetic information, genetic characteristic, marital or domestic partner status, victim of domestic violence, family status/parenthood, medical condition, military or veteran status, national origin, pregnancy/childbirth/lactation, colleague’s or a dependent’s reproductive health decision making, race, religion, sex, sexual orientation, or any other category protected by federal, state and/or local laws. At Citizens, we are committed to fostering an inclusive culture that enables all colleagues to bring their best selves to work every day and everyone is expected to be treated with respect and professionalism. Employment decisions are based solely on merit, qualifications, performance and capability.

Equal Employment and Opportunity Employer

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