Specialist Experience Researcher

7 months ago

Sydney, Australia Commonwealth Bank Full time

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 award-winning 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**:

- Day-to-day 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, in-depth 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
- Post-graduate 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 service in mind at every to

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