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Director, Experience Strategy & Research About SVB:
Silicon Valley Bank is the most sought-after financial partner in the global innovation economy. We bring together entrepreneurs, investors, ventures capitalists, and private equity firms to move their bold ideas forward, fast. Our clients define what comes next.
In the past 35 years, we have accumulated more experience with start-ups and high-growth tech than any other company in the world. In fact, a majority of the most compelling Fintech disruptors bank with us. Our clients include: Beyond Meat, Shopify, HelloFresh, Cloudera, and Andreessen Horowitz, just to name a few. We help our clients grow, too. More than half of the innovation companies that completed an IPO in the last two years were our clients.
Our accomplishments serve as motivation to continue pushing ourselves and we are committed to delivering user-centered, high-impact solutions to our clients. We are looking for creative thinkers who want to challenge the status quo and create a truly seamless digital banking experience on a global scale.
About the Role:
The Director, Experience Strategy & Research represents the lifeblood for growth for SVB, improving the user experience and differentiating our digital capabilities from our competition. This role is responsible for driving a significant aspect of our digital transformation strategy. The ideal candidate is:
A creative research and design strategy expert who is deeply passionate about design, product, and the end-to-end customer experience
An investigative thinker who has experience in helping organizations solve their most innovative growth questions and bringing new offerings to market with a human-centric focus
An inspirational leader who excels at collaboration and mentoring, as well as guiding diverse talent
Able to work independently, quickly, and reliably in a fast-paced, creative environment with a keen attention to detail
Once here, you will:
Bring cutting-edge thought leadership to the design community, to inspire and provoke knowledge and new ideas within SVB
Provide design leadership and innovation opportunities through engaging with colleagues from other teams to ensure that a Design Thinking / Design Research approach is understood, adopted, internalized and effectively leveraged
Contribute to the product strategy and vision by influencing tough Product and Design strategy decisions, as a core part of the team to build best-in-class products for our clients
Plan, direct and orchestrate multiple research initiatives across a program of work at different stages of the research lifecycle from problem framing, analysis of secondary research, hypothesis validation, research planning & design, synthesis, insights & opportunities, transition to solution design, prototype testing & iteration of solutions with client/stakeholder inputs, all the way through to solution development and launch
Hire, mentor and coach a growing a team of talented Design Researchers with a focus on research, ideation and validation activities
Create training materials and frameworks to train direct reports and other stakeholders across the organization
Direct and participate in design research activities, including drafting research plans, conducting interviews, writing research questionnaires, producing usability tests and compiling research results, that inform decisions about what we will build and how it will be designed to be most desirable to our clients
Facilitate information gathering working sessions and collaborate seamlessly with Product Managers, Engineers, UX designers, researchers and other cross functional stakeholders to understand business objectives, needs, and constraints while creating designs that provide creative, thoughtful solutions
Communicate design strategy findings and recommendations clearly and persuasively across different audiences at varying levels of the organization with minimal conflict and complications between collaborative and cross-functional personnel
What you'll bring:
Excellent communication, problem solving, and collaboration skills
10+ years of hands-on professional experience leading research and design strategy initiatives
Experience in managing and leading multiple projects in various stages of the research process at once and effectively delivering in a fast paced, dynamic environment
A strong portfolio of work exemplifying a deep understanding of product lifecycle to define user experiences that includes examples of leading strategic research with significant business outcomes
An understanding of strengths and shortcomings of different research methods, including when and how to apply them during each product phase
Demonstrated experience creating new test methods/setups to address the needs of unusual/challenging tests
Expertise at applying Design Thinking and UX research methods (contextual inquiry, validation, usability, quantitative) into the product development and design process with a strong eye for intuitive and disruptive digital experiences in the banking space
Strong knowledge of user-centered design principles, careful attention to detail, and ability to see the bigger end-to-end picture
A history of working across functional pods and cross-channel or omni-channel experiences, including desktop, mobile web and mobile app experiences (designing for chat-bots or IA is a plus)
Experience with both consumer and business facing applications
Expertise in PowerPoint and collaboration tools such as WebEx to create engaging presentations made to Head of UX, executives and other key stakeholders
The confidence and natural storytelling ability to create engaging presentations and stellar communication skills to share-out research and analysis learnings clearly and effectively to other product executives and leaders across the organization
Experience working in and an understanding of an Agile development environment
Master's degree in human-computer interaction, anthropology, cognitive psychology or another social science field is preferred
Experience in financial services industry supporting the innovation economy is a plus
Join us at SVB and be a part of bringing our clients' world-changing ideas to life.