Director, Head of User Research, Partnership

At FNBO, our employees are the heart of our story—and we’re committed to their success! Please see below the details of this career opportunity and how it fits into our organization’s success.

Our Modern, Flexible Workplace:

 

We believe in a Modern, Flexible Workplace, and we are continuously exploring advancements in technology and office environments to make it easier to work from anywhere at any time, allowing for more flexibility in where and how you work. We know that choice and flexibility are important to you. We also recognize that flexible and remote positions can become opportunities for military partners, caregivers, and individuals with disabilities to thrive at our company. We invite you to consider what a Modern, Flexible Workplace can mean for you!

It is anticipated that an incumbent in this role will work onsite for three (3) or more days a week and will have a dedicated workspace when working onsite. Work location is subject to change based on business needs.

Summary of the Job:

 

The partnership division has decades of experience building great consumer lending offerings, launching partnership programs (credit card, POSL, UCL), and creating strong partner relationships. Come be part of the process turning customer research into new products and actionable insights that work well in our portfolio.

This role is critical for driving the right inputs into Product Owners and the new product testing process. You will select, deploy, and manage the tools for identifying trends in consumer preferences and market changes to ensure Product Owners have the insights they need and that new products will be valued by customers.

You will work with Product Owners and Customer Insights Analysts to pair qualitative and quantitative insights. Working with key stakeholders, the information gathered will create new consumer lending insights to be used in rapid cycle testing and informing product roadmaps. You will help review feedback from testing.

This role will be part of the team responsible for new products development and will also support the bank for its user research needs. To succeed you will need to develop great relationships and understand the overall product portfolio. You will manage the process for, and participate in, the gathering of data for daily operations, as well as new products.

About This Role:

 

Key Responsibilities

Feedback Collection System Management

• Select, implement, and manage consumer research tools and platforms
• Deploy consumer insights platforms to scale the UX, foundational, and behavioral research collection.
• Evangelize the support of user research within Product Owners, new product development and business development
• Help drive the capture of the right data sources to enable feedback with key stakeholders
• Develop research methodologies to gather actionable insights for product development
• Create and maintain a systematic approach to data collection, trend identification and analysis
• Partner with Customer Insights Analysts and Product Owner leadership to integrate qualitative and quantitative research
• Design systematic data collection protocols.
• Integrate quant + qual methodologies to pair scale with depth in every project

Product Development Support

• Provide critical consumer insights to Product Owners during ideation and development phases
• Collaborate with Product Owners to translate research findings into product requirements
• Support rapid cycle testing by designing appropriate research methods and analyzing results
• Contribute to product roadmap development through data-driven recommendations
• Leverage mixed methodologies, based on the business objectives, to optimize the UX process and needs of the product teams.
• Use real-time audience feedback to rapidly refine feature sets and reduce time-to-market
• Translate rich quantitative or qualitative learnings into clear, data-backed requirements for the bank

Organizational Support

• Serve as the subject matter expert for user research and validation across the bank driving usage in the design of products and experiences
• Enable cross-functional teams to launch iterative studies on demand
• Maintain comprehensive knowledge of the bank's product portfolio
• Identify opportunities for cross-product synergies based on consumer needs
• Evaluate how effectively the team utilizes available resources, including tools, budget, and personnel.

Continuous Improvement

• Stay current with emerging data collection & research methodologies and tools to continuously evolve the team and feedback collection