Senior Researcher

Experience Senior Researcher

An Experience Senior Researcher informs a customer-centric strategy at Arvest by uncovering deep insights into customer and user preferences, behaviors, and motivations. As a consultative partner to Design, Product, and Business teams, they deliver actionable findings that directly influence business outcomes and customer success. They manage the full research lifecycle & recommend research scope and methodology for approval and collaborating with stakeholders to manage project workload, timelines, and budgets while confidently articulating customer & user needs to influence tactical and strategic decisions for exceptional customer experiences.

Responsibilities:

Independently design and lead complex, mixed-methods (qualitative and quantitative) research studies across various channels, including advanced usability testing, longitudinal studies, in-depth interviews, large-scale surveys, and field observations.

Conduct advanced statistical analysis to derive high-value, strategic insights and formulate statistically significant, actionable recommendations. Develop and maintain research codebooks for data integrity.

Lead the communication strategy for research findings, delivering exceptional presentations to stakeholders at all levels, including senior leaders and the C-suite.

Lead project intake in collaboration with business, product, and design stakeholders to evaluate work requests, inform strategic scoping, and prioritize research methodology.

Oversee the research methods and quality of work produced by junior researchers and coach design and product partners on best practices and methodologies.

Responsible for the end-to-end management of complex research engagements, including scoping, vendor negotiation, budgeting, resource tracking, and active management 3rd third-party vendors and research partners.

Develop and maintain the experience research program roadmap and backlog, designing comprehensive plans for both project-based and ongoing programmatic work.

Gain and maintain in-depth knowledge of Arvest's current and potential customers and product users, including their attributes, personas, behaviors, and motivations, and actively seek opportunities to learn more.

Coordinate and direct comprehensive background research and synthesis of secondary data (e.g., market reports, internal analytics) to establish a strategic context for all primary engagements.

Adhere to and reinforce EXP Ways of Working and actively reinforce Arvest research guidelines across all projects. Stay current with industry trends and lead knowledge management by centralizing insights (e.g., maintaining intranet page, an index of projects and artifacts, and creating reports).

Provide cross-functional support, demonstrate a willingness to learn design and operations disciplines, and contribute to the holistic maturity and impact of the EXP team.

Understand and comply with bank policy, laws, regulations, and the bank's BSA/AML Program, as applicable to job duties. This includes, but is not limited to, completing compliance training and adhering to internal procedures and controls, reporting any known violations of compliance policy, laws, or regulations, and reporting any suspicious customer and/or account activity.

Other duties and special projects may be assigned.

Required Experience:

5 years of professional experience (e.g., operations, strategy, product, design, or other applied business setting), including a minimum of 2 years dedicated to full-cycle qualitative and quantitative research design and delivery.

Deep expertise in designing and leading complex mixed-methods research (Qualitative and Quantitative).

Strong proficiency in advanced statistical principles (e.g., factor, regression, and cluster analysis). Demonstrated expertise in psychometrics (validity, reliability) and data management, utilizing platforms (e.g., Tableau, Qualtrics, SPSS) to manage, visualize, and analyze large, complex datasets.

Proven ability to analyze complex, ambiguous problems and translate findings into strategic, evidence-based & program-level recommendations that advance the business.

Proven ability to provide…