Manager UX Research

Application Deadline:

11/07/2024

Address:

33 Dundas Street West

Job Family Group:

Customer Solutions

At BMO Commercial Bank, we are committed to putting our customers at the heart of everything we do. As the Manager of User Research, you will play a key role in shaping the future of our banking products and services by leading the development of user-centric insights. You’ll be responsible for driving research strategies that enhance our understanding of the needs, behaviors, and experiences of our commercial banking customers.

Key Responsibilities:

• Manage research team : Lead a team of UX researchers, providing mentorship and guidance to help them achieve their full potential. Work to raise the bar on the quality and rigor of research outputs, ensuring all deliverables meet the highest standards. Supports UXR team in their deliverables by providing guidance and direction when necessary.

• Improve process efficiency: Identify and implement opportunities to streamline research processes and workflows to increase efficiency, while ensuring that the team remains agile and responsive to evolving business needs. Oversees resource balancing and intake requests. Creates and owns UXR Roadmaps that aligns with UX roadmaps. 

• Develop team capabilities: Invest in the ongoing professional growth of the team by introducing new research methodologies, tools, and best practices that can elevate the team’s impact across the organization.

• Increase UX research awareness & impact:  Increase awareness of UX research insights across multiple departments. Develop and ensure good UXR practices and processes.  Establish and maintain research repository.  Owns Experience Health Checks metrics and communicates results to senior stakeholders and more broadly.

Lead critical projects

• Lead user research initiatives: Design and implement qualitative and quantitative research methodologies (e.g., interviews, usability testing, surveys) to gather insights on user needs, behaviors, and pain points.

• Collaborate across teams: Work closely with product management, design, marketing, and analytics teams to ensure user research is integrated into the decision-making process at every stage of product development.

• Develop User Personas & Journey Maps: Synthesize research findings into actionable deliverables, including personas, journey maps, and reports that inform strategy and design decisions.

• Advocate for User-Centered Design: Champion the voice of the customer across the organization and advocate for user-centered approaches to commercial banking solutions.

Broader work or accountabilities may be assigned as needed.

Qualifications:

• Bachelor’s or Master’s degree in human-computer interaction, psychology, sociology, or related field.

• Extensive experience in user research, preferably in a financial services context.

• Proven ability to lead research initiatives from discovery to delivery.

• Strong knowledge of user research methods, including qualitative and quantitative approaches.

• Expert communication and presentation skills, with the ability to tell the story, influence stakeholders and advocate for user needs.

• Experience managing and developing a team of UX researchers, driving a culture of continuous improvement and high performance.

• Experience working with cross-functional teams in an agile and waterfall environments.

Salary:

$74,800.00 - $138,600.00

Pay Type:

Salaried

The above represents BMO Financial Group’s pay range and type.

Salaries will vary based on factors such as location, skills, experience, education, and qualifications for the role, and may include a commission structure. Salaries for part-time roles will be pro-rated based on number of hours regularly worked. For commission roles, the salary listed above represents BMO Financial Group’s expected target for the first year in this position.

BMO Financial Group’s total compensation package will vary based on the pay type of the position and may include performance-based incentives, discretionary bonuses, as well as other perks and rewards. BMO also offers health insurance, tuition reimbursement, accident and life insurance, and retirement savings plans. To view more details of our benefits, please visit: https://jobs.bmo.com/global/en/Total-Rewards