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UX Researcher

Company: MUFG
Location: Glendale
Posted on: June 8, 2021

Job Description:

UX Researcher

  • Requisition # 10042134-WD
  • Job Type Day
  • Location Glendale, CALIFORNIA
  • Other Locations TEXAS-Arlingt
  • Brand
  • Date Posted 03/12/2021

Your potential. Your opportunity.

Your Potential. Your Opportunity.

Discover your opportunity with Mitsubishi UFJ Financial Group (MUFG), the 5th largest financial group in the world (as ranked by S&P Global, April 2018) with total assets of over $2.9 trillion (106.2 (JPY) as of March 30, 2018) and 150,000 colleagues in more than 50 countries. In the U.S., we're 13,000 strong, working together to positively impact every customer, organization, and community we serve. At Union Bank, we aim to be the premier and most-trusted West Coast bank, serving customers with high-touch, local delivery and global capabilities as we leverage our rich, 150-year history. This is all part of our inclusive, high-performing culture supported by competitive Total Rewards, including our cash balance pension plan. Join a team that's working to fulfill its vision to be the world's most trusted financial group.

Job Summary:

Reporting to the Customer Insights & Analytics Director, the UX Researcher VP is responsible for managing research roadmap, user testing, the creation of customer journey maps and identifying ongoing opportunities for improvement across all digital touch points. You will possess deep understanding of what matters to customer to inform journey redesign to deliver a seamless, user-friendly and personalized digital experience. You will play a critical role to ideate, plan, pursue, implement, monitor, and build upon new initiatives that deliver customer insights that lead to action for our organization. You will bring proven methods (qual & quant) and solutions with you to improve the way we work, how we support our customers and partners, and how we create more operational efficiencies.

Major Responsibilities:

  • Lead discovery sessions to deeply understand our current customer experience today, perform research with our customers to understand more, and work cross-functionally to define the future state.
  • You have experience crafting and leading UX research. You are proficient in a variety of UX research methods and tools, including rapid experimentation, prototyping, usability testing (remote and in-person), IDIs, ride-alongs, journey mapping, card sorting, user interviews, persona development - and know how/when to advocate for different methods.
  • You are skilled at creating discussion guides and leading open-ended, contextual conversations to help generate answers to key questions as well as discover what the team didn't know they didn't know.
  • Apply design thinking in collaborative environments to innovate and improve the customer experience.
  • Use Voice of the Customer, product, and operational data to gain insight across the customer journey.
  • Evaluate interactions with all systems and channels to help identify key areas of opportunity for improvement.
  • Work closely with other researchers, product managers, and UI/UX designers to ensure research translates into business impact.
  • Set and communicate goals, action plans, and key metrics for business functions.
  • Create standardized playbooks and interventions for each point in the customer journey.
  • Develop key benchmarks and measures of success for customer experience.


  • 5+ years in a project management, process improvement or strategy role
  • Experience running journey mapping, service design, or design thinking workshops
  • Prior experience at a SaaS company creating and implementing customer experiences based on data-driven insights
  • Strategized and successfully implemented innovative customer strategies (technology, process, people) in a high-growth environment
  • Working knowledge of quantitative, behavioral analysis and statistics
  • Critical thinker and problem-solving skills
  • Team player
  • Strong interpersonal and communication skills; excellent verbal and written skills, good time-management skills
  • BA/BS in business, psychology, marketing or relevant field.

The above statements are intended to describe the general nature and level of work being performed. They are not intended to be construed as an exhaustive list of all responsibilities duties and skills required of personnel so classified.

We are proud to be an Equal Opportunity / Affirmative Action Employer and committed to leveraging the diverse backgrounds, perspectives, and experience of our workforce to create opportunities for our colleagues and our business. We do not discriminate in employment decisions on the basis of any protected category.

A conviction is not an absolute bar to employment. Factors such as the age of the offense, evidence of rehabilitation, seriousness of violation, and job relatedness are considered in all employment decisions. Additionally, it's the bank's policy to only inquire into a candidate's criminal history after an offer has been made. Federal law prohibits banks from employing individuals who have been convicted of, or received a pretrial diversion for, certain offenses.

Keywords: MUFG, Glendale , UX Researcher, Other , Glendale, Arizona

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