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Director, Design Research

Company: USAA
Location: Gilbert
Posted on: August 4, 2022

Job Description:

Purpose of Job We are seeking a talented Director level candidate with applied Design Research experience to inform the conceptualization and design of complex digital products and services. This position can be worked either 100% remotely from home or from our corporate office in San Antonio, TX or one of our regional offices located in Austin, TX, Plano, TX, Charlotte, NC, Phoenix, AZ, Colorado Springs, CO, or Tampa, FL.

Applies knowledge and experience in design research and human-centered design to lead high-performing, cross-functional teams through the design research lifecycle, inspiring a human-centered design approach and outcomes that serve USAA members and employees in a data-informed, agile environment. Develops research best practices, advises on methods, guides multiple teams simultaneously and leans in to perform activities that help facilitate hands-on design research.

About USAA
USAA knows what it means to serve. We facilitate the financial security of millions of U.S. military members and their families. This singular mission requires a dedication to innovative thinking at every level. Job Requirements Identifies and manages existing and emerging risks that stem from business activities and the job role. Ensures risks associated with business activities are effectively identified, measured, monitored, and controlled. Follows written risk and compliance policies and procedures for business activities. Business owner for research-related risk and compliance considerations and protocols, key performance, and key risk indicators. Manages the performance of a team of research practitioners, ensuring that the integrity and quality of the research performed is defendable, traceable, and repeatable and threads back to articulated business needs. Creates a healthy, collaborative environment and removes barriers to efficiency, effectiveness, and well-being. Leads the vision, evolution, and innovation of the Design Research practice, and creates and iterates methods that promote human-centered design from problem definition to design implementation. Actively participates in design leadership meetings and work efforts, helping set the vision for the design organization and helping the organization achieve its development goals. Monitors business and technical models, processes, challenges, and performance metrics so that design efforts balance achieving end user goals with the goals of stakeholders. Builds and maintains trust-based relationships with executive and partner groups across the company (business, design, tech, compliance, legal, content, innovation, marketing, etc.) that drive continuous and sustainable alignment across lines of business, projects, teams, and functions. Lead facilitates a cross-organizational, cross-functional understanding of business problems and potential design solutions using human-centered design sessions and group discussions to achieve program and project objectives. Leads a creative team of direct report design research practitioners. Drives accountability and provides guidance to team members through performance management and development. Participates in recruitment and hiring activities, on-boarding, and ongoing employee engagement and development. Contributes to improving the conditions and culture for design at USAA and advocates for the member and drives empathy-building across the company. Actively directs artifact and tool review process to ensure coherency with design research protocol and standards. Minimum Education/Experience requirements:

  • Bachelor's Degree OR 4 additional years of related experience beyond the minimum required may be substituted in lieu of a degree
  • 8+ years relevant, on-the-job experience in Design Research, Service Design or UX Design role delivering insights, opportunities, or solutions for products and services
  • 3+ years of direct team lead or leading matrixed or cross-functional teams
  • Expert knowledge and experience in design research and human-centered design to direct high-performing cross-functional teams through all phases of the research lifecycle, orchestrating the work of cross-functional disciplines to uncover and communicate research-driven insights and potential new opportunities while emphasizing the connection to business goals and human needs
  • Experience preparing teams to deliver a cohesive view of data-driven user needs supporting highly complex member and employee experiences in a human-centered, agile environment
  • Demonstrates a strategic mindset by decomposing ambiguous, highly complex problems into clear and achievable workstreams
  • Subject matter expertise in facilitation, collaboration, and consensus building, with extensive experience in training on all phases of the design research lifecycle and presenting to cross-functional teams and Senior/Executive leaders
  • Demonstrated leadership experience in driving and influencing leaders and cross-functional teams to develop and execute product strategy
  • Expert ability to effectively communicate, both orally and in writing, to executive leadership, driving accountability and sense of urgency Preferred Education/Experience:
    • Deep experience with driving qualitative UX/Design research from planning through to actionable insights that fuel new ideas or improve existing digital products/services
    • Subject matter expertise and demonstrated experience with advanced qualitative design research techniques and ability to guide and defend their use for a variety of situations. This would include a full spectrum of approaches from generative through evaluative both in-field , in-lab and remote
    • Demonstrated ability to systematically, and effectively, capture qualitative data (e.g., structured note taking)
    • Strong coaching skills with design teams learning to conduct design research and understanding when, why, how, or when not
    • Track record of leading high-performing individuals and teams with advanced qualitative research
    • Ability to confidently drive a connection between qualitative and quantitative research
    • Exemplary executive level communication and presentation skills
    • Experience with multi-channel, cross-platform Enterprise digital products and services within the financial industry
    • Experience conducting research within a regulated industry (i.e., financial, health, transportation, etc.) The above description reflects the details considered vital to describe the principal functions of the job and should not be construed as a detailed description of all the work requirements that may be performed in the job Compensation: USAA has an effective process for assessing market data and establishing ranges to ensure we remain competitive. You are paid within the salary range based on your experience and market position. The salary range for this position is: $135,200 - $243,500 (this does not include geographic differential, it may be applied based on your work location)Employees may be eligible for pay incentives based on overall corporate and individual performance or at the discretion of the USAA Board of Directors.Geographical Differential: Geographic pay differential is additional pay provided to eligible employees working in locations where market pay levels are above the national average. Shift premium will be addressed on an individual basis for applicable roles that are consistently scheduled for non-core hours. Benefits: At USAA our employees enjoy best-in-class benefits to support their physical, financial, and emotional wellness. These benefits include comprehensive medical, dental and vision plans, 401(k), pension, life insurance, parental benefits, adoption assistance, paid time off program with paid holidays plus 16 paid volunteer hours, and various wellness programs. Additionally, our career path planning and continuing education assists employees with their professional goals.Please click on the link below for more details. USAA Total Rewards Relocation assistance is not available for this position.

Keywords: USAA, Gilbert , Director, Design Research, Executive , Gilbert, Arizona

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