Manager UX Research

at  BMO Financial Group

33 Dundas Street West Toronto Ontario,M5G 3C2
At BMO Commercial Bank, we are committed to putting our customers at the heart of everything we do. As the Manager of User Research, you will play a key role in shaping the future of our banking products and services by leading the development of user-centric insights. You’ll be responsible for driving research strategies that enhance our understanding of the needs, behaviors, and experiences of our commercial banking customers.

QUALIFICATIONS:

• Bachelor’s or Master’s degree in human-computer interaction, psychology, sociology, or related field.
• Extensive experience in user research, preferably in a financial services context.
• Proven ability to lead research initiatives from discovery to delivery.
• Strong knowledge of user research methods, including qualitative and quantitative approaches.
• Expert communication and presentation skills, with the ability to tell the story, influence stakeholders and advocate for user needs.
• Experience managing and developing a team of UX researchers, driving a culture of continuous improvement and high performance.
• Experience working with cross-functional teams in an agile and waterfall environments.

• Manage research team : Lead a team of UX researchers, providing mentorship and guidance to help them achieve their full potential. Work to raise the bar on the quality and rigor of research outputs, ensuring all deliverables meet the highest standards. Supports UXR team in their deliverables by providing guidance and direction when necessary.
• Improve process efficiency: Identify and implement opportunities to streamline research processes and workflows to increase efficiency, while ensuring that the team remains agile and responsive to evolving business needs. Oversees resource balancing and intake requests. Creates and owns UXR Roadmaps that aligns with UX roadmaps.
• Develop team capabilities: Invest in the ongoing professional growth of the team by introducing new research methodologies, tools, and best practices that can elevate the team’s impact across the organization.
• Increase UX research awareness & impact: Increase awareness of UX research insights across multiple departments. Develop and ensure good UXR practices and processes. Establish and maintain research repository. Owns Experience Health Checks metrics and communicates results to senior stakeholders and more broadly.