UX/CX Researcher

The client is the largest universal bank in Poland.

• Minimum 3 years of experience in conducting qualitative research, including projects related to digital service channels and/or CRM/ERP systems and B2B/B2corporate relations
• Experience in conducting workshops and working with groups
• Ability to view from the client's perspective and advocate for the client's voice within the organization
• Use diagnosed problems as inspiration to seek solutions
• Good work organization and independence
• Comfortable with technology and able to discuss it
• Effective use of MS PowerPoint

Nice to have:

• Very good knowledge of MS Excel, data work, analytical thinking, and drawing conclusions from quantitative data
• Knowledge of design thinking methodology
• Knowledge of banking products or willingness to learn in this area

• Design and conduct qualitative research based on business needs: in-depth interviews with external and internal clients, research groups in the corporate client segment (mixed model with predominance of remote research)
• Holistically combine data from internal sources (product and sales knowledge, databases and systems) and external sources (client interviews) to support product teams in the discovery phase
• Conduct workshops with employees and clients, especially within the Service Design/Design Thinking approach
• Initiate quantitative research and analyze other data about clients and users to gain a broader perspective for recommendations
• Prepare research reports (quantitative and qualitative) based on collected data, develop current and planned Customer Journey Maps
• Collaborate continuously with units responsible for product and process creation (working in both Agile and waterfall models)
• Identify pain points and analyze corporate clients' needs regarding electronic banking, banking products, and processes
• Participate in the entire process from insight/need identification, through solution design collaboration, testing, and post-implementation verification