Digital User Experience (UX) Researcher

Thank you for your interest in a career at Regions. At Regions, we believe associates deserve more than just a job. We believe in offering performance-driven individuals a place where they can build a career --- a place to expect more opportunities. If you are focused on results, dedicated to quality, strength and integrity, and possess the drive to succeed, then we are your employer of choice.

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Job Description:

At Regions, the Digital User Experience (UX) Researcher specializes in monitoring and quantifying omnichannel customer feedback; identifying trends in satisfaction and dissatisfaction that may be bubbling to the surface. They will partner with the Complaints, Product, Digital and UX teams to share insights and identify scale and severity of the issues identified. The insights they provide will be used to drive continuous improvement, feature roadmaps and prioritization and to identify bugs that require immediate attention.

Primary Responsibilities

• Monitor customer feedback across platforms, channels and value streams
• Identify trends in satisfaction and dissatisfaction
• Identify root causes of issues
• Share insights to drive feature roadmaps, prioritization and continuous improvement
• Partner with User Researchers to explore customer issues
• Monitor app and Google play store feedback
• Preserve or restore customer loyalty through timely response to requests in app consoles, customer surveys, CCC
• Respond to ad hoc requests for feedback
• Create reports outlining trends, feedback, satisfaction trends and share with LOB and digital partners
• Provide data to share trends
• Analyze data to extend a key finding to an insights
• Map trends to current work in flight or solutions
• Respond to complaints team requests for clarification regarding digital complaints

This position is exempt from timekeeping requirements under the Fair Labor Standards Act and is not eligible for overtime pay.  

Requirements

• Bachelor's degree in cognitive or experimental psychology, human computer interaction, human factors, Digital Design, Human Resources, Industrial Organizational Psychology, Market Research or related field
• One (1) year experience in UX Research or similar role
• Experience with qualitative and user-centered design methodologies
• Knowledge of UX and user centered design practices
• Familiarity of quantitative behavioral analysis and statistics 

Skills and Competencies

• Active Listening: Thoughtfully listen to research participant feedback.
• Analytical Mindset: find ways to use the data available to you to problem solve and identify root cause
• Creativity: come up with new ways to collect data, new ways to view it, and how to best use it in the research process
• Critical Thinking: Identify anomalies in data and make corrections or clarifications to ensure accurate and reliable reporting
• Direction: Ability to work autonomously, with direct guidance
• Organization: Efficient storage of raw data and deliverables
• Teamwork: demonstrate willingness to collaborate, provide and receive constructive feedback and help team members when it is needed and successfully collaborate and work with the larger UX and product teams
• Time management: Manage multiple phases of a project to increase efficiency.
• Communication: translate data and findings as clearly as possible, and as conscientiously and respectfully as possible
• Peer Review: Submits research for peer review
• Problem-Solving: suggest solutions to the experience gaps they have observed

Regions will not sponsor applicants for work visas for this position. Applicants for this position must be currently authorized to work in the United States on a full-time basis.

Position Type

Compensation Details

Pay ranges are job specific and are provided as a point-of-market reference for compensation decisions. Other factors which directly impact pay for individual associates include: experience, skills, knowledge, contribution, job location and, most importantly, performance in the job role. As these factors vary by individuals, pay will also vary among individual associates within the same job.

The target information listed below is based on the Metropolitan Statistical Area Market Range for where the position is located and level of the position.

Job Range Target:

Minimum:

Median:

Incentive Pay Plans:

Benefits Information

Regions offers a benefits package that is flexible, comprehensive and recognizes that "one size does not fit all" for benefits-eligible associates. Listed below is a synopsis of the benefits offered by Regions for informational purposes, which is not intended to be a complete summary of plan terms and conditions.

• Paid Vacation/Sick Time
• 401K with Company Match
• Medical, Dental and Vision Benefits
• Disability Benefits
• Health Savings Account
• Flexible Spending Account
• Life Insurance
• Parental Leave
• Employee Assistance Program
• Associate Volunteer Program

Please note, benefits and plans may be changed, amended, or terminated with respect to all or any class of associate at any time. To learn more about Regions’ benefits, please click or copy the link below to your browser.

https://www.regions.com/welcometour/benefits.rf

Location Details

Location:

Bring Your Whole Self to Work  

We have a passion for creating an inclusive environment that promotes and values the differences that make each of us stand out as unique individuals and help provide valuable perspective that makes us a better company and employer. More importantly, we recognize that creating a workplace where everyone, regardless of background, can do their best work and thrive is the right thing to do.

OFCCP Disclosure: Equal Opportunity Employer/Disabled/Veterans

Job applications at Regions are accepted electronically through our career site for a minimum of five business days from the date of posting. Job postings for higher-volume positions may remain active for longer than the minimum period due to business need and may be closed at any time thereafter at the discretion of the company.