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User Experience Researcher

Company: Computershare
Location: Jersey City
Posted on: July 10, 2018

Job Description:

User Experience Researcher


Business Summary:
Computershare is a global market leader in transfer agency and share registration, employee equity plans, mortgage servicing, proxy solicitation and stakeholder communications. We also specialize in corporate trust, bankruptcy, class action and utility administration, and a range of other diversified financial and governance services.


Founded in 1978, Computershare is renowned for our expertise in high integrity data management, high volume transaction processing and reconciliations, payments and stakeholder engagement. Many of the world's leading organizations partner with us to streamline and maximize the value of relationships with their investors, employees, creditors and customers.


Computershare is represented in all major global financial markets and has over 16,000 employees worldwide who are key to delivering exceptional value and outcomes. Our career opportunities span many business units, including Computershare Loan Services and Kurtzman Carson Consultants ' join our growing team of financial services professionals!
Job Summary:
Computershare is seeking a talented UX researcher to help us improve our service channel products and experiences. This person will conduct research, perform analysis, and leverage Business Intelligence software in order to help us bring valued services to our customers.


Position Responsibilities & Essential Functions:


  • Understands user needs, measures user satisfaction, and determines system effectiveness by interpreting:

    1. Qualitative data ' feedback from surveys, usability testing, card sorting activities, live and/or recorded calls
    2.
    Quantitative data ' statistics from A/B tests, web, IVR, call center, SMS, live chat, and virtual assistant reports


    • Creates Business Intelligence (BI) reports using MS Power BI that communicate cross-channel activity and deliver insight into user patterns and trends
    • Produces tuning reports that include a detailed analysis of areas in our self-service applications needing improvement and include recommended enhancements
    • Conducts market research to include design trends and competitive analysis
    • Works with stakeholders to flush out and document business requirements for product requests
    • Collaborates with stakeholders across departments to expand our methods of gathering user feedback
    • Creates and updates various UX artifacts such as user personas, storyboards, and empathy maps
    • Other duties or tasks as assigned by management.

      The above information on this description has been designed to indicate the general nature and level of work performed by employees within this classification. It is not designed to contain or be interpreted as a comprehensive inventory of all duties, responsibilities and qualifications required of employees assigned to this job.


      Qualifications:
      To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.


      Education:


      • B.S. or M.S. in one or more of the following fields: HCI, business intelligence, analytics, computer science, or psychology
      • Experience using web and/or speech application analysis tools (e.g. Google Analytics, Webtrends, Nuance Application Reporting.) is required
      • Knowledge of responsive and mobile design patterns and trends is required
      • Experience using Business Intelligence tools (e.g. Power BI, Tableau) is preferred
      • UX certification is a plus

        Experience:


        • 2 years professional experience in UX Research or Business Intelligence is required
        • Native-level English fluency, both written and spoken required
        • Strong presentation skills
        • Able to work flexible hours to meet deadlines
        • Familiarity with securities and/or banking industries is a plus
        • Teamwork oriented

          Decision Making & Problem Solving:


          • Self-motivated and will take initiative when problem solving.
          • Capable of:
          • translating service channel data into an understanding of 1) user experiences, and 2) system effectiveness
          • understanding application flows and researching application logs
          • providing accurate assessments of work required or delivered, and accurate estimates of work being considered
          • determining when issues need escalation to a Team Leader or Manager, (local or global)

            Independence of Action:


            • Work is carried out with minimal supervision and employee checks with manager or senior team members when in doubt.
            • Work is governed by already established methods including but not limited to:
            • Policy and Procedures Manual.
            • Employee Handbook
            • common standards and processes as outlined by development team, including methodologies and design standards
            • requirements as defined by relationship management, business and call center resources
            • Computershare naming standards
            • Computershare UI design standards
            • Employee works on routine work and checks with team leader or senior analysts when in doubt.

              Consequence of Error and Budget Responsibilities:


              • Some work is not subject to verifications or check, errors may be uncorrected for significant intervals. However, they are usually discovered before results are considered serious.
              • Failure to identify errors (e.g. data logs, missed tests) could result in significant financial loss to Computershare as well as loss of reputation.
              • This position has no direct responsibility or accountability for budget (except as with all staff, to make every effort to control and/or reduce expenses).

                Confidentiality:
                The incumbent has access to:


                • confidential client information
                • internal corporate information
                • Failure to maintain confidentiality of this information could result in:
                • loss of reputation to Computershare
                • loss of business
                • loss of client relationship

                  Contacts ' Internal and External:


                  • Reports project progress to the team manager on a regular basis.
                  • Works with colleagues to share research and other findings, as well as to problem solve.
                  • Communication with various teams/departments across the globe to include members of Product, Relationship Management, Business, and Contact Center teams.
                  • Work as part of a global team on large projects.



                    Language Ability:
                    Ability to read/comprehend simple instructions, short correspondence, and memos; write simple correspondence; effectively present information in one-on-one/small group situations to customers, clients, and other employees of the organization

                    Mathematical Ability:
                    Ability to add and subtract two digit numbers and to multiply and divide with 10's and 100's. Ability to perform these operations using units of American money and weight measurement, volume, and distance.

                    Work Environment:
                    The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.


                    • The noise level in the environment is moderate.

                      Physical Requirements:
                      The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

                      While performing the duties of this job the employee is regularly required to talk or hear. The employee is frequently required to sit, stand, walk, and reach with hands and arms, and use hands to finger, handle, or feel. The employee may occasionally have reason to lift up to 10 pounds. The vision requirements include close and distant vision.

                      Computershare is an Equal Opportunity Employer. Qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity or expression, national or ethnic origin, age, disability, protected veteran status, or other characteristics protected by applicable law.
                      This job specification should not be construed to imply that these requirements are the exclusive standards of the position. Incumbents will follow any other instructions and perform any other related duties as may be required by business needs and communicated by their supervisor.

                      Keywords: Computershare, Jersey City, User Experience Researcher, Accounting, Auditing, Jersey City, New Jersey

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