AI is rapidly transforming customer experience. With Agentic solutions, we have the opportunity to help our customers realize their full financial potential in ways we’re only beginning to unlock. The Digital Channels team is at the forefront of this shift, building next-generation AI experiences through a platform approach that supports our Lines of Business.
As a Senior Associate of Experience Research in Digital Channels, you will play a pivotal role in shaping the user experience across our products and services. Drawing from deep expertise in mixed-methods research and experience design, you will define and lead research strategy in the context of AI-driven/agentic customer experience transformation across the firm.
Job responsibilities
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Lead strategic UX research by proactively identifying opportunities and gaps across product areas and aligning opportunities to product strategy and broader platform needs.
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Apply the appropriate research method for the current stage of the design cycle, identifying when e.g. ethnographic inquiry is needed versus when a live A/B experiment is the right approach.
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Work with cross-functional partners to clarify ambiguous problem spaces, align on the right questions, and set strategic direction amid uncertainty.
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Develop approaches to document and evaluate human + AI workflows and help teams anticipate downstream operational, legal, and risk implications.
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Connect research to success metrics (customer, business, and operational), and ensure teams can translate insights into clear decisions, tradeoffs, and execution-ready recommendations.
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Build and improve systems that enable research and impact at scale, improving efficiency and consistency across the organization.
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Mentor and guide junior researchers and foster a culture of continuous learning and knowledge sharing.
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Monitor and anticipate industry trends and advancements in UX research methods and AI product development, staying ahead of the curve as you incorporate innovative design thinking and cutting-edge techniques.
Required qualifications, capabilities, and skills
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3+ years of experience leading generative and evaluative UX research, with strong command of both qualitative and quantitative methods.
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Demonstrated ability to lead research across technically complex, cross-product or platform-scale problem spaces.
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Proven track record translating research into product strategy and measurable improvements in customer experience, adoption, or operational outcomes.
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Ability to synthesize complex inputs into clear recommendations, practical decision frameworks, and leadership-ready narratives across multiple deliverable formats.
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Ability to thrive in ambiguity and rapid change, applying an iterative mindset and adapting research scope and parameters as product needs evolve.
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Skilled at reading the room and adjusting communication style, framing, and detail in real time to resonate with any audience, from executives to cross-functional partners.
Preferred qualifications, capabilities, and skills
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Experience researching and evaluating user-facing AI/ML applications, copilots, or agentic workflows in regulated or high-stakes environments.
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Working knowledge of behavioral analytics and experimentation (funnels, cohorts, A/B testing).
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Expertise in designing research programs for emerging technologies and AI-enabled experiences—reducing ambiguity, enabling risk-aware evaluation, and driving iterative learning.
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People-management expertise, including coaching and developing talent and effectively navigating complex cross-functional stakeholder environments.