Customer Experience Research Professional

3 weeks ago

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

**Job Summary:**

We are seeking an experienced Customer Experience Research Professional to join our team at the Commonwealth Bank of Australia.

Salary: $120,000 - $160,000 per annum, depending on experience.

About Us

The Commonwealth Bank of Australia is a leading financial institution that prioritizes delivering exceptional customer experiences. Our Digital Experience Research Practice is dedicated to informing design solutions that meet the needs of diverse users.

Job Description:

  • We are looking for a skilled researcher to work closely with designers, product owners, and fellow researchers to shape the customer experience vision and strategy for CommBank's digital products and services.
  • You will be responsible for delivering research initiatives that inform the creation of effective and cohesive design solutions, meeting the needs of varied users.
  • Your role will involve working with senior researchers and business stakeholders to prioritize research initiatives, support exploratory and discovery research work, and contribute to creating a broader shared understanding of our staff and customers.

Key Responsibilities:

  • Conduct qualitative usability testing with our staff and customers to help inform and iterate designs.
  • Contribute to the understanding of requirements by working with product owners and proposing suitable research approaches for ad hoc work.
  • Design and conduct research, synthesis, and reporting under the supervision of senior researchers.
  • Collaborate with designers and other researchers on projects, ensuring alignment with project budgets, timeframes, and goals.

Requirements:

  • Solid experience in a research team, with practical experience using 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 working across multiple projects and subject areas, with strong stakeholder management skills.

Desirable Skills:

  • Tertiary qualification in Psychology, Anthropology, Human Factors, Research, Market Research, Information Architecture, Consumer Behaviour, or Design.
  • Post-graduate qualifications desirable or equivalent in related work experience.

What We Offer:

  • A competitive salary package, including benefits such as professional development opportunities, flexible working arrangements, and a supportive team environment.
  • The opportunity to work with a leading financial institution, contributing to the delivery of exceptional customer experiences.
  • A collaborative and dynamic work environment, with opportunities for growth and professional development.

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