Chapter Lead Experience Research

3 weeks ago

Sydney, 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 Australians**

**Do work that matters**

The Chapter Lead - Experience Research will lead a team of UX researchers to inform the creation of effective, cohesive design solutions that meet the needs of our customers and staff. Working alongside Design and Product leaders, you'll help shape experience vision & strategy for CommBank's future digital and assisted-digital products and services, whilst supporting our delivery teams optimise existing experiences.

You will have the opportunity to take ownership of planning and managing a portfolio of research initiatives, across a number of CommBank's areas of business and award-winning customer and staff-facing digital platforms. Supporting exploratory and evaluative research methods, you will advise teams on the best approach to meet their research objectives and deliver positive user outcomes. Working in partnership with other Research Chapter Leads, you will develop our Research capability and practice, to optimise how we do Experience Research at CommBank.

**See yourself in our team**

Reporting into the Chapter Area Lead - Human Centred Design, you will be a principal member of the Human Centred Design Centre of Excellence, as well as the broader CBA Design community. Working closely with the Experience Chapter, 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.

**Where will you go?**

Any given week could see you getting stuck in in the following ways:

- **Research strategy** - Identifying, planning and managing strategic research initiatives to contribute to Experience Vision and strategy
- **Advocating for research - **Ensuring research is embedded in product delivery across the broader organisation
- **Research Practice** - Leading the development of Research capability and practice within the Chapter, including continuous improvement of people, methodologies, tools and processes
- **People Leadership**:

- Mentoring and managing performance of a team of researchers to support capability development and career progression
- **Research operations** - Overseeing the management of research operations across your delivery portfolio and the Research Chapter more broadly
- **Customer understanding** - Leading the creation of a shared understanding of our staff and customer needs and how best to meet them with our digital experiences
- **Design collaboration**:

- Working closely with Design Chapter Leads and other researchers to plan and manage delivery of research initiatives for your portfolio
- **Research facilitation**:

- Stepping in to facilitate exploratory and evaluative research activities as required for portfolio, in particular on more complex or strategic initiatives

**We are interested to hear from people who**:

- Have a proven track record of planning and executing a diverse range of research techniques and leading UX/ Research projects with human-centred design principles and methods.
- Have had responsibility for mentoring, developing and managing the performance of a team of researchers
- Demonstrate a collaborative approach to working with leadership peers and cross-functional partners
- Are comfortable with senior stakeholder management, presenting research findings and facilitating workshops
- Have an 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.

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Advertising End Date: 22/04/2024

Job ID REQ207727

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