Candidate Value Proposition

• The successful candidate will have the opportunity to work on a large-scale, complex transformation initiative. This role offers the chance to contribute to impactful research across both B2C and B2B experiences. You’ll collaborate with a highly skilled, cross-functional team in a dynamic and supportive environment.

User Researcher, US Retirement

We are working hard to not only change ourselves, but to reshape our industry. Our Mission is to make decisions easier and our customers' lives better. We are hard at work transforming our organization into a Digital Customer Leader – evolving our customer interactions into innovative, immersive, and highly functional digital experiences delivering high value. We’re also changing the way we work: foundational to our success is fostering a culture that is inclusive, high-performing, and makes our company a compelling place for talented people to join and build their careers.

You will play a key role in helping drive this exciting transformation.

Reporting to the Director, Experience Design, you will work with fellow designers, researchers, and strategists to advance a customer-centric, omni-channel vision that solves our customers’ problems and drives tangible business results in adoption, growth, revenue and retention.

You’re a tireless advocate for Human-Centered Design and UX. You’re an experienced practitioner who knows that success means meeting the full spectrum of challenges for both external customers and internal collaborators; and you can ensure all projects meet high standards of excellence while dealing with the practical realities of an ever-changing digital landscape and business complexities.

You’ll be part of a global team of designers and experience strategists who are responsible for carrying projects through from early-stage discovery and research to execution., ensuring that the customer is at the heart of all business decisions we make.

Key Accountabilities

• Contribute to the overall design strategy and user experience for our digital products and services, ensuring alignment with business objectives and user needs, including internal users (e.g., customer service) and external users (e.g., advisors, sponsors, and plan participants).
• Champion a human-centric mindset in design & user research

Research

• Identify key research questions and objectives in collaboration with product owners, designers, and other stakeholders.
• Design and implement user research that reflect an understanding of end user and business goals for our retirement planning products and services.
• Create detailed test plans and protocols, including participant recruitment, test scripts, and data collection methods.
• Engage with varied stakeholders including plan participants, advisors, and sponsors to understand their unique needs and expectations.
• Ensure ethical standards and confidentiality are maintained when dealing with participant data.
• Facilitate test sessions, both in-person and remote, using a variety of methods (e.g., moderated, unmoderated, A/B testing).
• Collect and analyze qualitative and quantitative data to identify usability issues and areas for improvement.
• Produce insights reports and communicate research findings and recommendations clearly and effectively to stakeholders at all levels of the organization.

Competencies:

• Ability to facilitate stakeholder conversations about research needs and articulate the rationale for recommended approaches
• Big picture thinking and detail-oriented doing
• Ability to manage and prioritize multiple work steams in a time sensitive environment.
• Effective communicator and facilitator

Candidate Requirements/Must Have Skills:

1. 5+ year demonstrated experience working in the context of B2B and/or financial services products (retirement-related preferred)
2. Demonstrated experience with diverse user-centered research methods, data types and analysis techniques
3. Proficient in Figma, Mural, usertesting.com and/or other design, research, and collaborative tools
4. Experienced in leveraging quantitative data (survey or analytics) alongside qualitative data to analyze problems and identify opportunities for improvement

Nice-To-Have Skills:

1. Bonus point for hands-on UX design experience for digital products and services, particularly in financial services or retirement specifically

Education:

• A degree in design or a research-heavy discipline (such as anthropology or consumer psychology) or equivalent work experience

Best vs. Average: We are looking for a user researcher with a strong background in financial services—ideally with direct experience in the retirement space . While general research experience is valuable, candidates who understand the nuances of financial