Experience Researcher

Exceed the expectations of our residential mortgage borrowers & business partners through superior service, simple processes, and effective communications.

We deliver on this mission by empowering our employees by encouraging and recognizing superior performance and innovative solutions, by promoting teamwork and divisional cooperation.
 

POSITION SUMMARY

This position is for an analytical thinker with a strong passion for user research and analyzing large datasets to uncover actionable insights. This position is responsible for conducting research for our digital products, using qualitative and quantitative methods to understand user needs, behaviors, and pain points. By deepening the understanding of the customer experience through rigorous research, the Experienced Researcher will be directly helping us deliver even better experiences to our homeowners. Our research team works closely in partnership with designers, product managers, business leaders, and end users to uncover needs, validate hypotheses, test prototypes, and generate insights that define the products and services that enhance the user experience while driving the business forward.

DESCRIPTION

Duties and Responsibilities

• Drive the end-to-end research strategy by developing research plans, defining objectives, recruiting participants, analyzing findings, and presenting actionable insights to the team.
• Develop a diverse set of methodologies to analyze qualitative and quantitative data in identifying customer behaviors, needs, pain points, and motivations.
• Take ownership in creating comprehensive research study templates and guidelines for the organization.
• Be the voice of the customer in translating research insights to product features and be an advocate for research-focused feature enhancement.
• Have excellent verbal and written communication skills in presenting findings to diverse audiences.
• Demonstrate advanced proficiency in research platforms and tools and their most recent feature updates.
• Be an upbeat teammate with a collaborative spirit and a low-ego approach to teamwork.
• Have a genuine eagerness to learn and adapt to work in a fast-paced dynamic environment.
• Ability to effectively and accurately convey information to others.
• Performs related duties as assigned by management.

Qualifications and Education Requirements

• Bachelor’s degree in Design Research, HCI, Industrial Design, Communication Design, or a related field.
• 2-4 years of industry experience in a research role.

Skills, Abilities, and Knowledge

• Analytical thinker with a strong passion for user research and analyzing large datasets to uncover actionable insights,
• Upbeat teammate who is passionate about improving the future of homeownership experience.
• Comfortable with ambiguity and healthy curiosity.
• Passionate about discovering meaningful insights that unlock customer value and create impactful changes.
• A collaborative spirit and a low-ego approach to teamwork.
• Adapt to work in a fast-paced dynamic environment.

Work Environment and Physical Requirements

• Working on-site at assigned office location.
• Regular and punctual attendance adhering to schedule established by leadership.
• Flexibility to work occasional adjusted work schedules, overtime, and evening and/or weekend hours to meet deadlines or as business needs demand.
• Working in a cubicle hub, maintaining focus on phone calls in a noisy environment within earshot of multiple other conversations.
• Sedentary work in a stationary position at a cubicle for prolonged periods of time.
• Constant repetitive motions required for operating a computer, such as typing and managing phone calls.
• Constantly communicating effectively verbally in English, including accurately exchanging information with others following identification of correct procedures.

A good faith estimate of the compensation is:

69,100.00 - 115,920.00

Compensation for this position may also include other elements, including medical, financial, various paid time off benefits, and a bonus based on individual and company performance, variable or annual.

 

Placement within the range will be based on a variety of factors, including but not limited to, skills, experience, qualifications, location, etc.

Additional Information:

While this description is intended to be an accurate reflection of the position’s requirements, it in no way implies/states that these are the only job responsibilities. Management reserves the right to modify, add or remove duties and request other duties, as necessary.

 

<