Experience Research Senior Associate

AI is rapidly transforming customer experience. With Agentic, we have the opportunity to help our customers realize their full financial potential in ways that we are just beginning to imagine. The Digital team is at the forefront of this transformation, building new experiences through a platform approach that supports our Lines of Business. 

As a Quantitative Research Senior Associate in Digital Channels you will focus on designing and running large-scale quantitative research to generate actionable customer insights that shape data-driven user experiences across digital products and services, in the context of AI-driven/agentic customer experience transformation.

Job Responsibilities

• Design, execute, and analyze large-scale quantitative studies (surveys, benchmarking, experiments) to produce actionable customer insights 
• Build and implement benchmarking frameworks to evaluate customer experience and product performance vs. industry standards and competitors 
• Apply advanced statistical techniques to identify patterns/trends and translate results into recommendations that improve satisfaction and engagement 
• Partner with product, design, data science, and engineering to integrate quantitative insights into product development and strategy 
• Help refine the research strategy so it aligns to business goals, success metrics, and downstream implications 
• Stay current on quantitative research, benchmarking, and AI-driven CX methods, and bring best practices into team processes 
• Maintain a forward-looking research agenda focused on how users interact with emerging technologies and how to evaluate innovative concepts 

• Required Qualifications, Capabilities, and Skills 

• 3+ years (or equivalent expertise) in quantitative research, survey design, benchmarking, and statistical analysis 
• Proficiency in advanced methods: survey methodology, experimental design, data modeling, and statistical analysis (e.g., regression, factor analysis, cluster analysis) 
• Experience designing/executing benchmarking studies for UX and product performance vs. industry standards 
• Strong UX measurement knowledge and ability to convert quant findings into product/design recommendations 
• Proficiency with statistical software (R, Python, SPSS, SAS) and data visualization tools 

Preferred Qualifications, Capabilities, and Skills 

• Experience researching/testing user-facing AI/ML applications and workflows 
• Familiarity with qualitative methods and integrating qual + quant insights 
• Advanced education in Statistics, Economics, Data Science, or a related quantitative field