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Lead the UX research strategy to identify user needs and behaviors for digital products and services. Generate actionable insights and design customer journeys and service blueprints to drive evidence-based business decisions.
Responsibilities
- Design and execute qualitative and quantitative research strategies for digital products and channels
- Conduct user interviews, ethnographic studies, focus groups, usability tests and prototype validations
- Identify pain points, expectations and improvement opportunities throughout the customer journey
- Formulate, document and validate business and experience hypotheses
- Create and maintain customer journeys, personas, service blueprints and experience maps
- Translate research findings into actionable recommendations for product, design, technology and business teams
- Define experience metrics and monitoring mechanisms to measure impact of initiatives
- Present findings and recommendations to senior stakeholders and business leaders
- Promote a user‑centered design culture and best practices in UX research across the organization
- Mentor junior researchers or designers in research methodologies
Requirements
- 6+ years of experience in UX research, customer experience research, or related disciplines
- Proven track record leading research for complex digital products
- Experience working in Agile, cross‑functional teams
- Preferably background in banking, fintech or digital transformation
- Advanced English proficiency (interviews, workshops, presentations)
- Bachelor's degree in Psychology, Design, Marketing, Communication, Anthropology, Sociology or related field
- Optional master's degree or certification in UX research, Human‑Centered Design, Service Design
Key Skills
Qualitative research methods Quantitative research methods Design Thinking Human‑Centered Design Customer Journey Mapping Service Design Usability Testing Experiment design and hypothesis validation Figma Miro Dovetail Qualtrics UserTesting Data analysis and metric tracking Strategic thinking Stakeholder influence Executive communication Storytelling Cross‑functional collaboration Leadership and mentorship Change management Analytical mindset
About Banamex
Citi is a global financial services company offering a wide range of banking, investing, and advisory services worldwide.
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