Research And Insights Manager

Are you an experienced Design Research Manager looking for your next challenge? We are looking for someone who demonstrates deep curiosity to research, analyse and develop insights about our clients' experiences, mindsets and behaviours that lead to an exceptional customer experience to join our Business Banking Experience team.

Your prior experience in identifying opportunities to gather data, analyse and deliver insights to drive transformational change will allow you to operate strategically, whilst your analytical mindset and passion for delivering improvements and uplift throughout various stages of our client journeys will see you thrive in this hands-on role.

You will have a passion for ensuring that insights result in action and that we build out the right measurement frameworks to continue to measure, test and learn.

**What you will do**
- Identify and conduct research activities across the end-to-end product development process.
- Design and plan creative research, including sample design, screeners, field guides, etc. within a collaborative multidisciplinary design team.
- Develop and evaluate user-centred metrics for product and services and suggest and integrate new methodologies/frameworks where appropriate.
- Develop standardised templates for data collection during studies.
- Build a shared database of research insights (a research repository) where findings from studies across the organisation can be stored and shared with other teams.
- Develop organisational understanding of customer insights through regular meetings or other avenues for sharing and updating the organisation about known user insights.
- Make research findings relevant and impactful for design, through a variety of formats such as reports, presentations, and/or media to document and bring to life insights in an engaging and inspiring way.
- Work closely with product teams to identify research topics and critical research questions, create detailed study plans and build a research roadmap, including recruiting participants and conducting research.
- Coordinate, conduct, debrief and analyse research to help improve the product and support product road map prioritisation. Ensure Designers and Product Managers are supported and coached to run their research activities; identifying what we know, what we don't know, and where to begin to baseline/benchmark existing experiences.
- Collect and analyse user behaviour through lab studies, field visits, ethnography, surveys, benchmark studies, server logs and online experiments (A/B testing).
- Understand and incorporate complex technical and business requirements into research.
- Operationalise research so designers can more efficiently and effectively conduct and manage their design research.
- Evangelize and coach research, analysis, and synthesis methods to make results more accurate and actionable.

**What we are looking for**
- Bachelor's degree in Anthropology, Human-Computer Interaction (HCI), Human Factors, Psychology, Sociology, Business or a related field or equivalent practical experience.
- Experience with applied quantitative and qualitative research design utiliszing various methods including, but not limited to usability studies, contextual inquiry, sentiment analysis, behavioral assessment, usability testing, experiments, A/B or multivariate testing and surveys.
- Tracking, measuring and identifying gaps in knowledge of customer behaviors.
- Ability to present and embed insights through excellent written and verbal communication across a blend of numbers, data and storytelling.
- An excellent track record of enabling multi-disciplinary teams to turn insights into action and track measurable customer value over time.
- Strong stakeholder management, relationship building and networking skills. Excellent facilitation and storytelling skills, ability to present your work and promote your ideas to various stakeholders.
- Exposure to managing Voice of Customer (or equivalent) program

**Desired experience**
- Familiarity with common strategic and service design methodologies, such as journey maps, service blueprints, personas, and jobs to be done theory.
- An appreciation of ethnographic design research and co-design, with its similarities and differences to market research.
- Track record of working within financial services, incorporating voice of customer programs into insights.
- Experience working in B2B environment.

**About Banking and Financial Services**

Banking and Financial Services is Macquarie's retail banking and financial services business, providing a diverse range of personal banking, wealth management, business banking and vehicle finance products and services to retail clients, advisers, brokers and business clients.

**Our commitment to Diversity, Equity and Inclusion**

The diversity of our people is one of our greatest strengths. An inclusive and equitable environment enables us to deliver innovative and sustainable outcomes for our people, c