At Bank of Singapore, our goal is to create digital experiences that make our users’ lives easier and more satisfying. While we are always looking for the ideal user-centric solution when crafting CX research strategies, we are mindful to consider our internal business needs and find solutions that satisfy both business and user goals.
Are you fuelled by an intense sense of curiosity to learn about people and their problems? Do you have a genuine interest and real desire to understand internal business users, external clients and key stakeholders?
Join our Client Experience Research (CXR) Team as a Client Experience Researcher (Manager/ Assistant Vice President) based in Singapore! You will be part of a team that co-creates products and services that are integrated within a larger CX circle, focused on building best-in-class client and employee experiences.
Our ideal candidate will be:
- A mid-Level CX Researcher with 5 to 7 years of hands-on experience in user experience research, with a strong foundation in qualitative research methodologies.
- As a Mid-Level CX Researcher, you will play a crucial role in shaping the user experience of our products by conducting insightful research, providing actionable recommendations, and collaborating closely with cross-functional teams.
Responsibilities:
1. User Research and Client Experience Research
- Plan, conduct, analyse user research studies including product discovery, design thinking workshops, usability testing, ethnographic studies, interviews and other relevant research studies where appropriate.
- Work closely with Product Owners, Product Designers, Content Designers to identify research objectives and translate them into effective research plan, discussion guides, transcripts and Research reports.
2. Data Analysis
- Synthesise and analyse research findings to uncover actionable insights that may influence product design decisions.
- Use qualitative data to create comprehensive understanding of user behaviour and preferences.
3. Collaboration
- Collaborate effectively with cross-functional teams across the bank to integrate user research into the product development life cycle.
4. Communication
- Clearly communicate the research findings and insights to both technical and non-technical team members in a transparent, compelling, and accessible manner.
- Create and deliver compelling presentations that effectively convey the impact of user research on product design.
5. Industry Knowledge
- Stay informed of industry trends, best practices and emerging technologies in CX research.
- Share knowledge and contribute to the growth of the UX research discipline within the organisation.
Requirements:
- Bachelors or Master’s degree in Human-Computer Interaction, Psychology, Design or related social science field
- Work experience as an UX/CX Researcher for 5 to 7 years
- Strong knowledge of user centred design principles and methods
- Proficiency in a variety of research tools and platforms
- Excellent communication and collaboration skills
- Ability to facilitate up to 25 user interviews/year
- Ability to work in a fast paced, dynamic environment and manage multiple projects simultaneously
- Portfolio demonstrating UX/CX research framework
- The role is responsible to conduct Mandarin/Cantonese user interviews. Knowledge of Mandarin/Cantonese dialects is essential.
