User Experience (UX) Researcher

Job Summary

The User Experience (UX) Researcher position will implement various UX designs into CSBS programs and computer systems based on the need of users to ensure members have an enjoyable experience when using the products. This position will be responsible for unraveling user behaviors and uncovering their needs through actionable insights that drive product and solution development and improvements forward.

Essential Functions

To perform this job successfully, an individual must be able to perform each essential duty and responsibility satisfactorily. Reasonable accommodations may be made to enable an individual with disabilities to perform the essential functions. Other duties may be assigned to meet business needs.

• Develop and implement research strategies and methodologies-including qualitative and quantitative approaches-to inform product design, development, and iteration.
• Conduct diverse user research activities, such as usability studies, contextual inquiries, heuristic evaluations, surveys, user interviews, and A/B testing.
• Design and execute user testing sessions (remote and in-person), ensuring a representative range of users, including those with accessibility needs.
• Record, analyze, and synthesize findings to uncover user behaviors, needs, and pain points.
• Create personas, journey maps, and experience maps grounded in real data to inform product strategy.
• Present research insights in a compelling, actionable manner using storytelling techniques, visual summaries, and data visualization tools.
• Collaborate closely with UX Designers, Product Managers, Engineers, and other cross-functional stakeholders to influence design and development decisions based on user feedback.

• Serve as a champion for user needs and user-centered design principles throughout the product lifecycle.

• Promote research best practices across the organization and coach colleagues on integrating user insight into their work.

Minimum Qualifications

To perform this job successfully, an individual should possess the knowledge, skills, and abilities listed and meet the amount of education, training and/or work experience required.

Education and Experience

• Bachelor's degree in Human-Computer Interaction, Psychology, Information Science, or a related field.
• 4-7 years of experience as a UX Researcher, User Researcher, or similar role.
• Experience conducting qualitative and quantitative research using research methods.
• Experience utilizing user research tools and software, including UserTesting, Dovetail, and others.
• Experience designing and conducting user testing sessions.

• Experience applying a wide range of UX research methods, including moderated/unmoderated testing, field studies, diary studies, card sorting, and quantitative surveys.

Knowledge, Skills, and Abilities

• Demonstrated ability to synthesize complex user research findings into clear, actionable insights that inform design and product decisions.
• Strong storytelling and presentation skills, including the ability to influence stakeholders through well-structured narratives, visuals, and dashboards.
• Familiarity with research and design tools such as UserTesting, Dovetail, Optimal Workshop, Figma, Maze, Lookback, or similar platforms.
• Working knowledge of accessibility and inclusive design principles.
• Understanding of user-centered design (UCD) and agile product development practices.
• Effective collaborator who thrives in cross-functional settings and can manage multiple projects and deadlines.
• Familiarity with prototyping tools (e.g., Figma, InVision, Adobe XD) is a plus.
• Ability to adapt research approaches based on project goals, time constraints, and available resources.

Requirements

• Due to the nature of CSBS's business in support of state financial services supervision, all CSBS employees have the potential of interacting with confidential information related to the supervision of financial services companies ("Confidential Supervisory Information"). As a result, in addition to general business conflicts of interest, all CSBS employees are expected to disclose conflicts of interest in financial services companies on at least an annual basis and to proactively avoid such conflicts.

• Protect the confidentiality, integrity, and availability of CSBS information and information systems in accordance with CSBS policies and procedures.

Values Instilled Behaviors for Excellence (VIBE)

At CSBS, work-life balance isn't just a policy; it's our VIBE! We recognize that our team members have lives that deserve attention and care. That's why we create strong, supportive relationships that help everyone grow both professionally and personally. We honor each other's expertise and speak the truth, even when it's a bit awkward. And guess what? This honesty creates a vibe of respect and trust that powers our efficiency and our excellence. It lets us chase those career goals while also nurturing our personal pursuits. At CSBS, you can thrive at work and at home-it's the best of both worlds!

Just like a healthy work-life, collaboration is an essential part of CSBS's mission. In fact, it is the heartbeat of everything we do! We're all about pitching in, giving props to our colleagues, and having each other's backs. This allows us to push ourselves to our maximum potential and embrace those bold risks and innovative solutions. No matter what comes our way, our commitment to communication and teamwork strengthens us. We at CSBS are on mission and on the move, tackling all challenges together!

Leadership Competency Model

At CSBS, we believe in leadership at every level, empowering all employees, regardless of role, to take initiative, inspire others, and drive progress. Our five core competencies are Leading Change and Transformation, Leading Others, Results Focused, Business Intelligence, and Collaborative Partnering to provide a framework for professional growth while ensuring accountability in our performance.

Leading Change and Transformation means embracing innovation and adaptability to drive continuous improvement. Leading Others is about guiding, mentoring, and influencing colleagues to move our mission forward. A Results-Focused mindset ensures we meet our goals with efficiency and impact. Business Intelligence allows employees to make informed, strategic decisions based on data and industry insights. Finally, Collaborative Partnering fosters teamwork and strong relationships to achieve shared success.

This competency model not only supports individual growth and development but also strengthens CSBS as we evolve into a more agile and innovative organization. Here, leadership isn't just a title, it's a mindset that moves us forward together.

Working Conditions

• General office.

This job description should not be construed to imply that these requirements are the only standards for the position. Incumbents will follow any other instructions and perform any other related duties as may be required. CSBS has the right to revise this job description at any time. CSBS is an "at will" employer and as such, neither this job description nor your signature constitutes any form of contractual arrangement between you and CSBS.