Specialist Experience Researcher

2 weeks ago

Sydney, New South Wales, Australia Commonwealth Bank of Australia Full time
Specialist Experience Researcher

  • You are a Mid-Level Researcher focusing on the needs of the staff and customer every step of the way
  • Our team drives the Staff & Customer Experience vision across all digital touch points
  • Through collaboration we can deliver the best customer experience across our awardwinning digital platforms

Do work that matters


As a Specialist Experience Researcher, you will work in a collaborative team environment to inform the creation of effective, cohesive design solutions that meet the needs of varied users.


You will be an integral part of the Human Centred Design Centre of Excellence, working with researchers, designers and product owners to shape the customer experience vision & strategy for CommBank's future digital products and services, as well as optimizing existing experiences.

The design community at CommBank is comprised of researchers, experience designers, visual designers and accessibility experts. We are responsible for delivering the staff & customer experience vision across all our digital and assisted touch points.

See yourself in our team
Reporting into the Chapter Lead - Human Centred Design (Research) you will be part of CommBank's' Experience Research Practice.

The team is at the heart of CommBank's brilliant digital experiences, providing the voice of the customer, from Discovery and Inception phases right through to delivery and usability testing.

But most excitingly, we get to see our work have a real impact on CBA's 15.9 million customers and the thousands of frontline staff who serve our customers daily.


You will work with your domain research senior and the business to prioritise research initiatives, supporting exploratory and discovery research work, and support all user experience research activities required to deliver your portfolio.


Where will you go?
If you live the values and demonstrate the people and digital capabilities, we can offer great opportunities for progression.

Joining our team will mean getting stuck in in the following ways.
-
Usability testing
  • Undertake regular qualitative usability testing with our staff and customers to help inform and iterate designs

-
Customer understanding
  • Contribute to creating a broader shared understanding of our staff and customer, their needs and how our digital assets can best meet these needs with the broader research team
-
Research planning:

  • Contribute to the understanding of requirements by working with product owners and the proposal of a suitable research approach for ad hoc work and cost estimates

-
Research operations
  • Daytoday management on Ad Hoc research work, including designing research materials, conducting research, synthesis and reporting, under the supervision of senior researchers
-
Design collaboration:

  • Collaborate with designers and other researchers (including the junior/senior researchers) on projects
-
Finding efficiencies - Work to project budgets, timeframes and projects

-
Developing the team:

  • Contribute to the continuous improvement of methodologies, tools and processes
-
Advocating the research
practice:

  • Advocate for research across the broader organisation
-
Coaching:

  • Coach more Junior team members

We are interested to hear from people who have

  • Solid experience in a research team, with practical experience with a range of qualitative and quantitative research techniques
  • Qualitative: usability testing, indepth interview, contextual inquiry, diary study, ideation workshop, participatory design workshop, card sorting, tree testing
  • Quantitative: Survey research, including card sorting, tree testing techniques
  • A proven track record of planning and executing a diverse range of research techniques
  • Comfortable with stakeholder management, presenting research findings and facilitating workshops
  • A growth mindset a strong and demonstrable desire to learn, and help others learn
  • Exposure to or experience with customer centred design, design thinking, lean and agile practices
  • Awareness of and experience with risk and privacy regulations pertaining to research (e.g. collection of Personal Identifying Information and correct use of customer data) and who are willing to adhere to the Code of Conduct. (The Code of Conduct sets the standards of behaviour, actions and decisions we expect from our people).

Also desirable, but not essential:

  • Tertiary qualified in Psychology, Anthropology, Human Factors, Research, Market Research, Information architecture, Consumer behaviour or Design
  • Postgraduate qualifications desirable
  • Or equivalent in related work experience.
At CommBank, we're committed to building a diverse and inclusive workforce reflecting the customers, businesses and communities we serve.

As a value's driven organisation, we nurture and support our people; through focussing on skill and talent development, collaboration, flexibility and internal promotion.

With servi

  • Research and Outreach Specialist

    1 week ago

    Sydney, New South Wales, Australia Remote Staff Full time

    Employment Type: Full TimeSchedule: 9am to 6pm, NZT (5:00am to 2pm Manila Time)The Research and Outreach Specialist will play a critical role in supporting our investment firm by conducting industry research, identifying key business contacts, and consolidating information. The role involves significant online research and occasional outbound sales calls to...

  • Specialist Experience Designer

    1 week ago

    Sydney, New South Wales, Australia Commonwealth Bank Full time

    Specialist Experience Designer (mid-level) - Open Banking (in Everyday Banking Domain )6 Month fixed Term Contract You are Digital Product Designer with skills and experience in UX and UI design This role will give you the opportunity to continue work to bring Open Banking experiences to life for our customers sharing data between Financial Institutions in...

  • Sales Specialist, Research

    1 week ago

    Sydney, New South Wales, Australia LSEG (London Stock Exchange Group) Full time

    We are looking for a driven individual with experience in Sales, Customer Success, Account Management, or any front-line position with a passion to move into a sales role. The Sales Specialist is responsible for driving new sales revenue across Pacific by selling our Research and Portfolio Management (buyside) solutions to both existing and new...

  • Chapter Lead Experience Research

    1 week ago

    Sydney, New South Wales, Australia Commonwealth Bank of Australia Full time

    Chapter Lead Experience Research- You're an experienced leader in UX Research, focused on understanding the needs of customers and staff:Our team drives the experience vision across award-winning digital and assisted-digital platforms:- Through collaboration we deliver human-centered digital innovation to build a brighter future for all AustraliansDo work...

  • Junior Experience Designer

    1 week ago

    Sydney, New South Wales, Australia The Customer Experience Company Full time

    What to expect:Here at The Customer Experience Company we believe in making experiences better for everyone, including our team. Work with us to design innovative end to end experiences - from Strategic Design, Service Design, Digital, UX/UI Design to Delivery and Implementation.We value our people, create space for them to lead and innovate, and work within...

  • Research and Capability Specialist

    1 week ago

    Sydney Olympic Park, New South Wales, Australia NSW Government -NSW Police Force Full time

    Computer Systems Officer 4:- Ongoing Full-Time:- Sydney Olympic ParkAbout usThe NSW Police Force (NSWPF) is one of the largest police forces in the western world, with more than 20,000 employees, including more than 4,000 administrative employees who support the sworn officers that provide a range of law and order services 24 hours a day, seven days a week...

  • Specialist Experience Designer

    2 weeks ago

    Sydney, New South Wales, Australia EFinancialCareers Ltd. Full time

    Specialist Experience Designer Commonwealth Bank of Australia Sydney, Australia Specialist Experience Designer Commonwealth Bank of Australia Sydney, Australia Posted 1 day ago Permanent Competitive Specialist Experience Designer You're a mid-level Experience Designer, passionate about delivering amazing digital experiences Our team is driven to push...

  • Research Associate, Research Executive, Research Specialist

    2 weeks ago

    Sydney, New South Wales, Australia Salt Recruitment Full time

    Our client is an award-winning prestigious global marketing organisation that utilizes the most advanced data technology to solve issues their clients face. They have established a new team in APAC and starting to recruit for their dream team in market research and intelligence. Reporting Executive Head APAC, you will have the opportunity to work with them...

  • Experience Design Specialist

    1 week ago

    Sydney, New South Wales, Australia Commonwealth Bank Full time

    You're an experienced UX Designer, passionate about delivering amazing digital experiences Our team is committed to providing world class digital experiences for our customers, staff and partners Together we're delivering first to market experiences for our home buying customersDo work that mattersThis Experience Design Specialist role will work on...

  • Specialist Experience Designer

    2 weeks ago

    Sydney, New South Wales, Australia Commonwealth Bank Full time

    Smart Health - Specialist Experience Designer You will be working within a team of experience specialists Together, we are building a best in class user experience approachDo work that matters:Healthcare contributes to over 10% of Australia's GDP, is one of Australia's leading employers and is a focus segment for the Business Bank. In April 2021, the Bank...

  • Research Officer, User Experience

    2 weeks ago

    Sydney, New South Wales, Australia Specialisterne Full time

    RESEARCH OFFICER - ROLE DESCRIPTION:Applications close on Wednesday, 25 January 2023. Submissions received after this date will be considered as an expression of interest.KEY DETAILSLocation: 300 Barangaroo Avenue, Barangaroo NSW 2000Employment Status: Parttime, up to 3 days per weekSalary:Dependent on relevant skills and experience.Working Options: Flexible...

  • Customer Experience Specialist

    2 weeks ago

    Sydney, New South Wales, Australia Infosys Singapore & Australia Full time

    Infosys Consulting is the management consulting arm of the global technology company, Infosys Limited. Infosys Consulting operates globally and currently has over 6,000 employees with offices in 18 countries across the Americas, Asia Pacific, and Europe. We have been on a tremendous growth journey in the Asia-Pacific region over the past couple of years and...

  • Specialist Experience Designer

    2 weeks ago

    Sydney, New South Wales, Australia Commonwealth Bank of Australia Full time

    Specialist Experience Designer You're a midlevel Experience Designer, passionate about delivering amazing digital experiences Our team is driven to push boundaries and bring our customer vision to life Together we're delivering first to market experiences for our retail customers & staff membersDo work that mattersBuilding beautiful experiences for our...

  • Specialist Experience Designer

    1 week ago

    Sydney, New South Wales, Australia Commonwealth Bank Full time

    Specialist Experience Designer- You're an Experienced Designer, passionate about delivering amazing digital experiences- Our team is driven to push boundaries and bring our customer vision to life- Together we're delivering first to market experiences for our retail customersDo work that mattersBuilding beautiful experiences for our customers is what brings...

  • Program Manager, Research Data Experience

    2 weeks ago

    Sydney, New South Wales, Australia University of New South Wales Full time

    Job no: 522469Work type: full timeLocation: Sydney, NSWCategories: Information TechnologyEmployment Type: 2 year fixed term role as Program Manager -Research Data Experience Excellent salary package, including generous superannuation Location: Kensington (Hybrid Flexible Working)About UNSW:UNSW isn't like other places you've worked. Yes, we're a large...

  • Healthcare Market Research

    1 week ago

    Sydney, New South Wales, Australia Resources Group AU Full time

    Listen up folks - we've got a specialist Healthcare market research and strategy agency that's absolutely on fire They're all about tackling problems head-on and squeezing every last drop of insight out of their research. They don't just answer research questions - they help clients define the right marketing challenge from the go-get. Their passion for...

  • Research Insights Specialist

    1 week ago

    Sydney, New South Wales, Australia Allianz Australia Full time

    At Allianz, we're proud to be one of the world's leading insurance and asset management brands, with a workforce as diverse as the world around us.We care about our customers, which is why we hire the very best people to further our commitment to securing the future of our customers, partners, and the community so we're ready when they need it most.We offer...

  • Research Manager

    1 week ago

    Sydney, New South Wales, Australia YouGov Full time

    Company DescriptionYouGov is an international market research and data analytics group.Our mission is to supply a continuous stream of accurate data and insight into what the world thinks, so that companies, governments and institutions can better serve the people and communities that sustain them.We have the best data and the best tools. We continuously...

  • Customer Experience Specialist

    1 week ago

    Sydney, New South Wales, Australia Gallagher Full time

    About Us:Gallagher Bassett is the world's premier provider of risk and claims management services. We believe that - with proper management - a world of risk becomes a world of possibilities. It becomes a world where businesses and organizations are freed to do what they do best. To build. To serve. To move forward. Knowing the responsibilities of today and...

  • Junior Research Manager

    1 week ago

    Sydney, New South Wales, Australia Niche212 Full time

    Global Market Research Agency specialist in FMCG High performers can progress within quickly offering hybrid WFH and remote optio Benefits include Top health cover + online education programs + Secondments arouThe CompanyOver 3,000 people worldwide and established offices across APAC, Europe and the USA experiencing hyper growth in new and emerging...