Senior User Experience Researcher

Tysons Corner , Virginia
Oct 30, 2017
Nov 08, 2017
Analyst, Research
Full Time


The primary purpose of this job is to lead the observation, curation, and analysis of user experiences through quantitative and qualitative user experience observations tools.  This role will include auditing existing experiences, leading discovery sessions, and prototyping potential solutions.  The incumbent will become a primary resource on user behavior and interactions with our digital properties, provides strong leadership in navigation, information architecture, and contextual usability.   The incumbent will, as necessary, directly contribute to the conceptualization, design, and evolution of existing digital properties and new offerings.


Essential Functions

Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. This is not intended to be an all-inclusive list of job duties and the position will perform other duties as assigned

    Lead and facilitate a variety of user research methods including: observational research, user/customer interviews, usability testing, focus groups, and other research methods. Conduct research using a wide variety of qualitative methods and a subset of quantitative methods, such as surveys. Work cross-functionally with design, product management, content strategy, engineering and marketing. Communicate result and illustrate suggestions in compelling and creative ways. Improve the usability, usefulness, and desirability of our products in collaboration with UX Designers, Design Strategists, Product Managers, Software Developers, and other Stakeholders. Conduct user research (empathy interviews, ethnographies and/or contextual inquiries, diary studies, usability testing, etc.) to influence product and design partners. Present and communicate research and analysis clearly and effectively across various organizations in engaging and useful formats. Create usability templates and guidelines, best practices, research documentation and raw data that facilitate a growing research team's work. Actively monitor and analyze research, data, and trends from internal sources, academic research, and industry published reports to inform and improve our research methods. Leverage analytics tools and techniques to measure success, present opportunities, and support decision making and prioritization. Evangelize the importance of design research and educate product teams new to design research methods in order to help them integrate real users into their design life cycle. Facilitate company-wide activities to build empathy for our current and future customers. Analyze research to provide designers and other stakeholders with actionable insights to improve the user experience of our product. Establish core rubric for the analysis of ongoing behavioral observations, identifying gaps in understanding, and capabilities. Develop User Personas and contribute their governance across the enterprise. Leverage Voice of Consumer data to distill actionable insights for the organization. Working closely with the UX team to design the user experience for digital and physical experiences. Capturing analysis success stories based on ROI. Assist in producing semiannual organizational insights document.


    The desire and curiosity to learn new skills and develop new methods of uncovering user needs. Proven ability to plan and lead generative research to uncover new insights and opportunities for the company using a variety of methods. Proven ability to plan and lead evaluative testing in person and unmoderated (using an online tool) to help generate new design concepts and actionable insights using a variety of methods in an agile environment. Ability to consolidate, document and present research findings, often from multiple sources, in short, concise, actionable, compelling stories to large audiences. Multi-task across multiple projects and studies going on simultaneously and working with outside vendors where required to conduct research. Experience with stakeholder management and the ability to schedule and manage multiple projects. Strong organizational skills, able to act independently and able to meet tight deadlines. Ability to adapt existing research methods to the project's needs and to define new research methods according to the organization's needs.

Education and Experience

Equivalent combination of education and experience is considered.

    Four year college degree required. Minimum of five (5) years’ of experience serving as a User Experience designer or researcher (or equivalent position). Masters’ Degree in human factors, anthropology, psychology, human-computer interaction, or related is preferred but we will consider candidates with B.A and equivalent work experience. Experience in design-thinking methodology and workshop facilitation. Experience teaching research best practices within a corporate environment. Experience with usability analysis & discovery such as: metric analysis, end-user interviews, usability tests, and competitive analysis. Experience collecting and/or facilitating the collection of competitor and market research. Ability to create artifacts and deliverables that effectively share insights and communicate process’ used in a project. Ability to communicate with product owners, developers, testers, clients and end-users in a manner that helps continuously enhance the overall usability of the application.

Supervisory Responsibility

This position will not supervise employees.


Licenses and Certifications

There are no additional certifications required.


Work Environment

While performing the duties of this job, the employee is regularly exposed to an indoor office setting with moderate noise.

*Most roles require working in an office setting with moderate noise and the ability to lift 25 pounds.*



Ability to travel to various worksites and be on-call is required.


About Us

Established in 1935, PenFed today is one of the country’s strongest and most stable financial institutions with over 1.6 million members and over $23 billion in assets. We serve members in all 50 states and the District of Columbia, as well as in Guam, Puerto Rico, Okinawa, and Portugal. We are federally insured by NCUA and we are an Equal Housing Lender. We are available to members worldwide, via the web, seven days a week, twenty-four hours a day.


Our mission isn’t simply to help our members get by. We exist to help them realize every ounce of their potential. We exist to educate, and to encourage. We exist to usher their dreams into the land of reality.


We provide our employees with a lucrative benefits package including robust medical, dental and vision plan options, plenty of paid time off, 401k with employer match, on-site fitness facilities at our larger locations, and more.


Equal Employment Opportunity

PenFed management will maintain and observe personnel policies which will not discriminate or permit harassment or retaliation against a person because of race, color, creed, age, sex, gender, gender identity, gender expression, religion, national origin, ancestry, marital status, military or veteran status or obligation, the presence of a physical and/or mental disability or medical condition, genetic information, sexual orientation, and all statuses protected by applicable state or local law in all recruiting, hiring, training, compensation, overtime, position classifications, work assignments, facilities, promotions, transfers, employee treatment, and in all other terms and conditions of employment. PenFed will also prohibit retaliation against individuals for raising a complaint of discrimination or harassment or participating in an investigation of same.

PenFed will also reasonably accommodate qualified individuals with a disability so that they can apply for a job or perform the essential functions of a job unless doing so causes a direct threat to these individuals or others in the workplace and the threat cannot be eliminated by reasonable accommodation or if the accommodation creates an undue hardship to PenFed. Contact human resources (HR) with any questions or requests for accommodation at 703-838-1568.

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