Senior Director of UX Research at Elsevier, shaping product strategy through world - class user insights and leading research initiatives across the organization.
About the role
- UX Researcher ensuring actionable insights for omnichannel journeys regulated in fintech. Collaborating on user-centric design strategies with a focus on continuous discovery and experimentation.
Responsibilities
- Asegurar aprendizaje continuo y accionable que permita mejorar conversión, autoservicio y percepción de confianza en journeys omnicanal regulados (banca, afores y seguros).
- Ejecutar Continuous Discovery con cadencia semanal (entrevistas, pruebas rápidas, análisis de datos).
- Diseñar y ejecutar investigación mixta (cuali + cuanti) en entornos digitales y físicos (sucursal).
- Mapear service blueprints completos identificando fricciones operativas y puntos de quiebre.
- Definir y medir KPIs de experiencia (NPS, CSAT, CES, SUS, TCT).
- Estructurar y operar un UXR Lab / ResearchOps (repositorios, governance, calendarización).
- Comunicar insights de forma clara y accionable para influir en decisiones de producto.
Requirements
- Investigación UX con métodos mixtos y triangulación de datos.
- Investigación en contextos complejos y regulados.
- Medición de experiencia y conexión de insights con resultados de negocio.
- Diseño y ejecución de experimentos (tests de usabilidad, PoC, A/B cuando aplique).
- Herramientas: Maze/Useberry, Dovetail/EnjoyHQ, Qualtrics/Typeform, análisis básico de datos.
- Deseable experiencia en sectores financieros, retail masivo o servicios regulados.
Benefits
- Trabajar con un gran equipo de alto rendimiento, aprendemos y nos desarrollamos juntos.
- Un proyecto con foco en los usuarios, visión de UX e integrada al desarrollo.
- Acceso a grandes clientes y proyectos desafiantes.
Job title
Job type
Experience level
Salary
Not specified
Degree requirement
No Education Requirement
Location requirements
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