Digital User Experience Researcher

Not a remote position in office on Broomfield, CO or Wichita, KS.

We recognize that in order to meet the needs of our communities, we must represent our communities. Our success relies on creating a culture where we have diverse perspectives and a true sense of belonging. This is a journey, and we pledge to do more than simply check the box.

• Comprehensive medical insurance plan
• Dental and vision insurance
• Generous paid‑time‑off
• 12 paid holidays
• 401(k) plan
• Wellness program
• Tuition assistance
• Employee loan discount
• Employee Assistance Program (EAP)
• Life and disability coverage

• Career development and pathing opportunities to move into leadership roles or other lines of business within MCU such as Commercial Lending, Finance, Marketing, Underwriting, Member Solutions, Training, Human Resources, and more.
• Supportive and engaging work environment.
• A wellness and sustainable work culture that puts family, Mother Nature, our community, and your health first.
• A work environment that encourages personal as much as professional growth, teamwork to make the dream work, and treating everyone equally.
• Studies have shown that individuals from marginalized and or historically underrepresented groups may be less likely to apply for jobs unless they meet every one of the qualifications listed. We are most interested in finding the best candidate for the job. We would encourage you to apply for a job at Meritrust Credit Union, even if you don’t meet every one of our qualifications listed.

This is a full‑time position working 40 hours a week, Monday‑Friday 8:00am - 5:00pm.

The Digital User Experience Researcher designs and executes research strategies to ensure digital platforms meet member needs and align with business goals. By gathering and analyzing data on user behavior and ongoing member feedback, they provide actionable insights that drive innovation and inform design decisions. Collaborating with cross‐functional teams, they develop personas, journey maps, and usability recommendations that enhance digital touchpoints.

This role fosters continuous improvement, champions accessibility, and ensures all initiatives reflect a user‑centered approach to deliver exceptional member experiences.

The Digital User Experience Researcher designs and executes research strategies to understand user behavior and inform digital innovation. This role collaborates across teams to develop insights that drive usability improvements and align with member needs. Advocating accessibility and user‑centered design, the Digital User Experience Researcher ensures all initiatives support enhanced member experiences.

• Conduct qualitative and quantitative user research, such as interviews, surveys, usability testing, and ethnographic studies, to understand user behavior, needs, and pain points.
• Analyze research data to identify patterns, trends, and actionable insights. Present findings and recommendations to stakeholders.
• Collaborate closely with UX designers, product managers, and other stakeholders to inform design decisions and ensure a user‑centered approach.
• Develop and maintain user personas and journey maps to represent the needs and behaviors of members.
• Lead usability testing efforts for new and existing digital features, translating findings into actionable design recommendations.
• Incorporate continuous member feedback collection into research practices, utilizing surveys, feedback forms, and customer interaction data.
• Analyze ongoing feedback to identify opportunities for enhancing digital touchpoints and member journeys.
• Monitor and analyze industry trends, competitor strategies, and emerging technologies to inform research initiatives and recommendations.
• Review and assess internal and external roadmaps for digital platforms, tools, and initiatives to ensure alignment with the credit union's strategic goals and member needs. Collaborate with internal teams and partners to influence development priorities and timelines.
• Maintain research plans, reports, and presentations. Develop a system to capture, track, and prioritize user insights and ideas for enhancing digital platforms. Collaborate with stakeholders to align initiatives with organizational goals.
• Advocate for accessibility and inclusive design principles across all digital platforms.
• Stay updated on the latest research methodologies, tools, and best practices to continuously improve the research process.
• Maintain a repository of research data and methodologies for future reference and continuous learning.
• Facilitate workshops and brainstorming sessions to align teams around member insights and prioritize UX improvements.
• Define and measure key performance indicators (KPIs) related to user satisfaction and digital experience.
• Collaborate with member services to gather feedback from real‑life user interactions, enriching the research process.