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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 Senior User Researcher is the inspirational force behind a high-impact team dedicated to transforming how users experience SVB. This role is responsible for driving a significant aspect of our digital transformation strategy. The ideal candidate is:
A creative researcher who is deeply passionate about design, product, and the end-to-end user experience
An inspirational leader who excels at collaboration and mentoring, as well as guiding diverse talent to a common goal
Able to break down complex problems and provide human-centric solutions through excellent analytical and problem-solving skills
Able to work independently, quickly, and reliably in a fast-paced, creative environment with a keen attention to detail
Once Here, You Will:
Develop an in-depth understanding of SVBs existing UX platforms and cultivate a deep understanding of user needs, behaviors and motivations
Lead and inspire small teams of researchers to get timely user feedback on proposed designs, gather broader insights, document user goals, needs, motivations and pain points and make user experience recommendations, that help SVB create delightful solutions for its customers
Engage with colleagues from other teams to ensure that a Design Thinking / Design Research approach is understood, adopted, internalized and effectively leveraged
Collaborate with Product Managers, Engineers, and other cross functional stakeholders to understand business objectives, needs, and constraints
Plan and lead research initiatives 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
Work with study participant recruiting service providers to recruit target customers
Collect and analyze user behavior through server logs, online experiments, benchmark studies, and surveys
Proactively involve product managers, designers & engineers in the research process
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
Synthesize the results of qualitative and quantitative user research to provide insights and recommendations to project stakeholders
Compile research results and produce relevant models, such as personas and experience maps, to communicate user insights.
Articulate and illustrate suggestions in compelling and creative ways (including oral, written and visual presentations) to fuel ideation and drive new solutions that disrupt the financial industry
Communicate findings, insights 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
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
Share best practices & new techniques with others in the organization and help to build a human-centered design culture in everything we do and contribute to our culture of continuous learning.
Create training materials and frameworks to train other researchers and other stakeholders across the organization
What You'll Bring:
Excellent communication, problem solving, collaboration and time management skills
5+ years of experience in product user research and a portfolio of work that includes examples of leading strategic research with significant business outcomes
Strong history of planning and leading research initiatives and effectively delivering in a fast paced, dynamic environment
An understanding of strengths and shortcomings of different research methods, including when and how to apply them during each product phase
Proficiency in usability testing and research tools and ability to use prototyping tools such as InVision, Sketch, Visio, etc.
Experience working directly with designers to develop prototypes for testing and implement resulting recommendations
Experience working with data analytics and A/B testing, and collaborating with data analysts
Experience designing participant recruiting criteria based on learning goals to provide to recruiting service providers or internal customer recruiting
Knowledge of user-centered design principles, careful attention to detail, and ability to see the bigger end-to-end picture
Expertise at applying Design Thinking and UX research methods (contextual inquiry, validation, usability, quantitative) into the product development and design process
Experience working across omni-channel experiences, including desktop, mobile web and mobile app experiences (designing for chat-bots or IA is a plus)
An understanding of interaction design patterns related to web and mobile design
Experience working in and an understanding of an Agile development environment
Solid presentation and communication skills to lead stakeholder and executive sessions as well as share out research and analysis clearly and effectively across the organization
Expertise in PowerPoint and collaboration tools such as WebEx
Ability to prioritize and manage work in a fast- paced fluid environment
Extreme attention to detail, willingness to do "detective work" as needed
A Bachelor's degree or equivalent professional experience 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.