The User Experience (UX) analyst is responsible for reporting on all aspects of qualitative and quantitative user experience research for ESC products/services’ users. The goal of the UX researcher is to develop a deeper understanding of ESC users and deliver findings and user insights to broader ESC population.

The UX Analyst is tasked to identify data-driven user insights, in collaboration with the global Business Office communications and stakeholder reporting leads, for ESC Functional team execution. This individual will effectively capture, evaluate and apply UX data, and champion the channels of collection & observation, interpret, analyze and connect with functional heads for change and execution. The user data collected in ESC's global User Experience (UX) program provides insight into Citi's user patterns, needs, challenges, and opportunities.

They help document the vision for the user experience, serving as a user advocate to ensure the highest level of satisfaction. This is done by synthesizing research findings, highlight potential usability issues, and enable ESC to craft user-centric solutions.

Under the direction of UX and Stakeholder reporting manager, and in collaboration with the ESC product teams, define and prioritize high-impact research to improve user experience

Generate actionable insights by triangulating findings from user surveys, design thinking sessions, usability tests, A/B testing, benchmark data, and desk research.

Collaborate with ESC product managers ESC Systems UI/UX designer to ensure research translates into business impact

Conduct desk research to measure the ESC UX program’s efficacy, including the impact of design changes on user experience and Connect users’ behaviors via Google Analytics

Support UX and Stakeholder Reporting manager to propose user capabilities that need to be prioritized by leveraging insights from user research

Work with ESC subject matter experts to define user journey maps, raising opportunities identified from surveys, and from user pain points that arise from developing journey maps

Create and update data driven user personas

Partner with ESC Systems UI/UX designer, and provide quantitative analysis to supplement qualitative research done via Systems

Partner with Business Office training developers to conduct ‘training usability/ingestability’ tests with business users and ESC employees, proposing training content and format changes in accordance to test results

Administer ESC’s design thinking badging program.

Bachelors degree or equivalent experience required

2+ years relevant experience required

The individual in this role must be user-focused, analytical, and have strong verbal and written communication skills.

Experience with data gathering techniques including interviewing, facilitation sessions, and business process review is necessary.

Proficiency with analytics tools (e.g., Microsoft Excel) and data visualization techniques is required.

In addition, this person must be able to work in a team environment in order to share information and collaborate on solutions, even with fuzzy requirements or tight deadlines.

They must demonstrate the ability to comfortably work in ambiguity and prioritize work in a constantly changing environment.

Prior experience to quantitative user research method analysis (e.g., Google Analytics, surveys, A/B or multivariate testing) and design thinking is a plus.

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Grade : All Job Level - All Job FunctionsAll Job Level - All Job Functions - US
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Time Type : Full time
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Citi is an equal opportunity and affirmative action employer.
Minority/Female/Veteran/Individuals with Disabilities/Sexual Orientation/Gender Identity.

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