Customer Researcher

Job Title: Customer Researcher

General Description

This role will leverage human-centered design approaches to perform customer research and bring insights to the design teams to deliver solutions that exceed our customers’ needs and desires.

As a Customer Researcher you will apply divergent human-centered design techniques that support cross-functional teams to develop innovative design concepts for products and services. You will guide and support teams to conduct qualitative research and bring the findings to life by turning them into insights, journey maps and personas.

Essential Duties and Responsibilities

You will support the design and execution of ethnographic research and user testing by:

Identifying customer profiles relevant to the work
Identifying the methods for gathering qualitative feedback
Coordinating and preparing for interviews/shadows/ immersions
Building rapport/trust with customers
Take notes in a way that helps synthesis
Listen to understand / Pick up on what is not being said
Support synthesis of interviews/ shadows with their own insights
Perform customer interviews and observations
Collaborate with Marketing on the coordination and alignment of quantitative research

You will conduct quantitative customer research by:

Supporting the creation and execution of customer surveys in collaboration with Marketing
Interpreting customer data from different sources and understanding customer pain points

You will apply divergent human-centered design techniques that support cross-functional teams to develop innovative design concepts for products and services, as demonstrated by:

Being the “voice of the customer” and ensure the customer perspective is a guiding principle throughout the progress of ideation, as a participant or lead
Support design and facilitation of hands-on work sessions (including but not limited to strategic alignment, problem framing, solution ideation, synthesis, prototyping, and testing)
Provide teams with exemplars (e.g., benchmarking, mystery shopping)
Contribute to articulating features in customer language, along with set of assumptions being tested
Defining test plans (Who to interview, How many, interview guides, note capture templates)
Plan and conduct interviews for additional concept feedback
Synthesize feedback from interviews and articulate impact on design
Bring to life the user experience associated with priority concepts by creating suitable scenario/storyline
Support the translation of insights to concepts and features in collaboration with business, technology, and other relevant stakeholders.
Provide creative direction for sketches and prototyping

Minimum Requirements

Bachelor’s Degree in either Design, Business, Engineering or related field.
Relevant experience in coaching teams on human-centered design/design thinking topics, conducting qualitative research, synthesis and facilitating workshops in a corporate setting.
Fluent in Spanish and English

Important: The candidate must provide evidence of academic preparation or courses related to the job posting, if necessary.

Our hybrid work model benefit applies to certain positions and is subject to changes based on the organizational needs.

Applicants must be authorized to work for any employer in the United States. This position is not open to applicants who need visa sponsorship or transfer of visa sponsorship at this time.

ABOUT US

Popular is Puerto Rico’s leading financial institution and have been evolving since it was founded over a century ago. From a small bank it has developed into a large corporation that offer a wide variety of services and financial solutions to our customers, with presence in the United States, the Caribbean and Latin America.

As employees, we are dedicated to making our customers dreams come true by offering financial solutions in each stage of their life. Our extensive trajectory demonstrates the resiliency and determination of our employees to innovate, reach for the right solutions and strongly support the communities we serve; therefore, we value their diverse skills, experiences and backgrounds.

We reaffirm our commitment to always offer essential financial services and solutions for our customers and communities, including during emergency situations and/or natural disasters. Popular’s employees are considered essential workers, whose role is critical in the continuity of these important services even under such circumstances. By applying to this position, you acknowledge that Popular may require your services during and immediately after any such events.

If you have a disability or need more information about requesting an accommodation, please contact us at asesorialaboral@popular.com. This email inbox is monitored for such types of requests only. All information you provide will be kept confidential and will be used only to the extent required to provide needed exemptions or reasonable accommodations. Any other correspondence will not receive a response.

Are you ready for a rewarding career?

Popular is an Equal Opportunity Employer, including Disability/Vets
Learn more about us at www.popular.com and keep updated with our latest job postings at www.jobs.popular.com.
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