User Experience Researcher

2 days ago

Manila, National Capital Region, Philippines Maya Full time

About the job

The
User Research & Insights Lead
uses their skills and knowledge in a wide range of research methods (incl. qualitative and quantitative methods) to understand Maya's existing and potential customers' mindsets, their behaviors and expectations, and how they use our products. This person also knows how to make use of various research methodologies to inspire and shape company-wide strategy for product development.

What you will do:

  • Identify emerging opportunities for improving the customer experience by working closely with stakeholders to find important research questions that are aligned with the business objectives. You'll also be helping to grow the research capability within the team.
  • Design and execute user/market research studies, including surveys, focus groups, and interviews. Conduct both formative (discovery) and evaluative research based on the research question.
  • Collaborate with stakeholders from project start to finish. From being able to assess the best methodology to being able to communicate the insights in creative and compelling ways to stakeholders in a way that is most relevant to them.
  • Write comprehensive research reports that effectively communicate findings and recommendations.
    You'll also take your insights to shape how product teams think about medium and long-term product strategy as well as help teams tackle the root causes of wider customer experience issues.
  • Act as a subject matter expert in the domain of customer experience and user research by consulting and advising on market trends, competitor analysis, product usability, research best practices and other customer experience standards.

What we are looking for:

  • Good knowledge of a wide range of market and user research methods and techniques, such as lab-based usability studies, ethnographic field research, usability inspections, creation of user profiles and personas, participatory design, survey research, experiment design and statistical analysis
  • Good working knowledge of quantitative and qualitative research and the principles of experiment design.
  • At least 5 years of in an applied research setting, including experience integrating customer research into product designs, strategy, and policy
  • Excellent research skills, and familiarity with a wide range of methods and proven ability to triangulate to establish an impactful insights narrative, with the ability to work up to peer review standards
  • Fluency with visual storytelling and other communication tools that enable persuasive communicate findings to a non-technical audience
  • Proficiency in creating various research reporting artefacts such as but not limited to, customer journey maps, personas, research reports, design workshops
  • Track record of collaborating with multidisciplinary UX and/or product teams on technical implementation
  • Experience in research for credit-related products, including credit cards, secured and unsecured loans
  • Experience in mixed-methods user research is preferred
  • Experience in digital banking, financial services, investments or financial education is a plus
  • Experience in accessibility is a plus.

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