UX Product Research and Strategy Lead

Great employee experiences don't happen by accident — they're designed. At Citi, we believe that the tools people use every day at work should be just as intuitive, seamless, and delightful as the best consumer apps out there.

Our UX team is on a mission to transform our Human Resources apps and systems — from onboarding and benefits to performance and beyond — turning friction into flow and complexity into clarity.

If you're passionate about putting people first, obsessed with crafting digital experiences that genuinely make life easier, and excited by the idea that great design can elevate the everyday moments of someone's working world, then this is the role for you.

All applicants must have case study or portfolio and present walkthrough during interview.

As a UX / Product Research & Strategy Lead you'll drive the strategic direction of the experience, owning the research programme that underpins product vision and direction. Building on all the skills of a Senior UX Researcher, your focus extends beyond individual research studies to shaping the north star for the experience and ensuring that research and strategy are deeply embedded in how product decisions are made.

You'll lead the full range of research needed to understand users, markets, and the competitive landscape, and will collaborate directly with senior stakeholders to translate those insights into a clear, compelling experience strategy.

• Take direct ownership of defining and evolving the experience north star – working with product, design, and business leadership to articulate a clear, evidence-based vision for where the experience needs to go and why
• Lead the development of the experience strategy, translating research insights, market intelligence, and business goals into actionable strategic direction that guides product roadmaps and design priorities
• Drive senior stakeholder alignment around the experience vision, facilitating workshops and strategy sessions that bring together diverse perspectives and build consensus around user-centred outcomes
• Establish and lead a programme of research and strategic discovery that continuously informs and challenges the north star, ensuring it remains grounded in real user needs and evolving business context
• Lead a wide variety of research including user interviews, co-creation, journey mapping, usability and concept tests and surveys, ensuring that actionable results are delivered and shared
• Design and execute research studies that follow research best practices and methodologies
• Present and communicate research results and recommendations to stakeholder teams and the larger organization when needed
• Collaborate and share research findings and insights across the organization
• Provide guidance and rigor around research methodologies and best practices
• Define relevant metrics for benchmarking and measurement of journeys
• Integrate research insights with quantitative data to inform deep understanding of client journeys as well as data-driven prioritization
• Bring innovative approaches and creative thinking to scoping primary research with populations that may be challenging to recruit
• Understand existing and planned Citi infrastructure and projects, and work on solutions that can be implemented in a timely manner to make measurable impact
• Mentor user researchers and designers doing research to grow and scale research capabilities
• Collaborate with research and design leadership to identify new tools and/or process improvements that drive better alignment and compliance with design systems
• Apply a positive and constructive attitude to all feedback
• Work closely with UX Designers to ensure they have all the details they need to generate detailed UX designs
• Keep up to date with the latest UX practices, innovations, and tools
• Help to support new UX starters in the team
• Participate in the wider UX community of practice

• 7–12 years of relevant UX Research experience, with demonstrable experience in a strategic or research leadership capacity
• Extensive hands‑on experience leading qualitative and quantitative UX research in a product design environment…