Design and execute client experience research studies using a range of quantitative and qualitative methods. About the Role: Do you love to get into the nitty gritty but also step back and think big? Do you have a passion for human-centered design and uncovering user needs? Are you an advocate for research and excited to bring others along for the ride in a fast-paced, highly autonomous setting? Then we can’t wait to meet you! We seek a Client Experience Researcher skilled in qualitative and design research methods, plus project and stakeholder management. This role manages and executes research initiatives within agile, cross-functional teams.

Core Responsibilities:

• Recommend appropriate quantitative or qualitative approaches to gather necessary insights from clients or prospects.

• Conduct research using a wide variety of qualitative and quantitative methods to identify user needs and gather user feedback.

• Ensure research participants’ privacy and conduct sessions in a professional manner.

• Collect data, analyze, summarize, and activate research results.

• Represent the user and communicate research insights and recommendations in compelling and creative ways with team members and senior management. Suggest strategies to gain buy-in from the business. Negotiate adoption of critical recommendations.

• Contribute actionable suggestions based on knowledge of target user base and usability best practices.

• Work cross-functionally with behavioral scientists, software developers, designers, data scientists, and marketing.

• Assist in building research quality and consistency practices. Train and mentor junior staff in best practices of client experience research. Provide guidance, training, and motivation.

• Participate in special projects and performs other duties as assigned.

Qualifications:

• BA/BS degree in a related field or the equivalent combination of training and experience, with degree in HCI, Psychology, Sociology, Human Factors, Usability, Behavioral Science, or Information Science

• MA/MS/PhD a plus (or equivalent industry experience)

• 5+ years relevant research experience

• Command a broad set of qualitative and user-centered design research methods (e.g., usability testing, client interviews, diary study, surveys)

• Conversant in quantitative research methods

• Ability to ask, as well as answer, meaningful and impactful questions

• Compelling communication and presentation skills

• Ability to facilitate group meetings and collaboration sessions

• Comfortable working through ambiguity in a fast-paced agile environment

• Experience in the financial industry or other highly regulated industries is a plus

• Experience using project and/or product management tools (e.g. Jira and Confluence) is a plus

• Proficiency with a wide range of user experience research software and tools (e.g., UserTesting.com, Medallia, Qualtrics) is a plus

• Omnichannel research experience is a plus

Special Factors

Sponsorship

Vanguard is not offering visa sponsorship for this position.

About Vanguard

At Vanguard, we don't just have a mission—we're on a mission.

To work for the long-term financial wellbeing of our clients. To lead through product and services that transform our clients' lives. To learn and develop our skills as individuals and as a team. From Malvern to Melbourne, our mission drives us forward and inspires us to be our best.

How We Work

Vanguard has implemented a hybrid working model for the majority of our crew members, designed to capture the benefits of enhanced flexibility while enabling in-person learning, collaboration, and connection. We believe our mission-driven and highly collaborative culture is a critical enabler to support long-term client outcomes and enrich the employee experience.