Experience & Market Research, Senior Associate

Bring your industry trends and knowledge to our team and shape exceptional user experiences through cutting-edge research, influencing product design and functionality.  

As an Experience & Market Research Senior Associate in the Corporate Investment Bank Payments Experience Design team, you will design and execute mixed-methods market and experience research that helps shape products and services for our clients. You will combine qualitative and quantitative approaches—developing questionnaires and discussion guides, conducting interviews, analyzing survey and behavioral data, and translating findings into clear, actionable recommendations. You will determine the methods best suited to key business and design questions and contribute to research programs that inform product strategy, experience design, and customer outcomes.

In this role, you will join our growing global Payments Experience Research team, supporting products used by large, global clients. You will partner closely with Design, Product Management, Engineering, Research Operations, and fellow researchers, and may help run and manage client or participant panels that support ongoing research.

Job responsibilities

• Design and execute end-to-end mixed-methods market and experience research, using qualitative and quantitative approaches such as surveys, interviews, focus groups, ethnography, concept testing, and secondary research
• Draft clear, unbiased questionnaires, discussion guides, screeners, and other research instruments aligned to business and research objectives
• Analyze quantitative and qualitative data, identify meaningful patterns and trends, assess the strength of findings, and translate results into actionable recommendations
• Produce well-structured, accurate, and compelling reports, presentations, and executive summaries tailored to stakeholders at all levels
• Manage research projects with strong attention to detail, including study planning, fieldwork, data quality checks, documentation, timelines, and stakeholder communication
• Support the operation and governance of research panels, including participant recruitment, panel health, communications, data integrity, compliance, and vendor coordination
• Collaborate with cross-functional partners to integrate customer and market insights into product strategy, prioritization, and experience design
• Connect research questions and findings to business goals, customer outcomes, and relevant success metrics
• Champion customer needs, behaviors, and pain points, and stay current on market trends, research methodologies, and analytical practices

Required qualifications, capabilities, and skills

• 3+ years of experience or equivalent expertise in market research, experience research, insights, or a related field
• Demonstrated ability to independently design and execute both qualitative and quantitative research studies from scoping through reporting
• Strong questionnaire-development skills, including writing clear and unbiased questions, selecting appropriate response scales, structuring surveys, and applying sound survey-design principles
• Experience analyzing quantitative data using tools such as Excel, Qualtrics, or statistical software, with the ability to clean data, create cross-tabulations, interpret results, and identify meaningful differences and trends
• Experience planning and conducting qualitative research, including interviews or focus groups, and synthesizing findings across multiple sources
• Excellent writing, editing, and storytelling skills, with the ability to communicate complex findings clearly, concisely, and accurately
• Exceptional attention to detail and a commitment to data quality, research rigor, and accurate documentation
• Strong project-management and organizational skills, with the ability to manage multiple studies, timelines, stakeholders, and deliverables
• Demonstrated success collaborating with cross-functional teams, including Design, Product Management, Engineering, and Research Operations
• Proficiency with PowerPoint, Excel, Qualtrics, AI-enabled productivity tools, and related research platforms

Preferred qualifications, capabilities, and skills

• Experience managing customer, participant, or research panels, including recruitment, engagement, governance, privacy, compliance, and data-quality practices
• Working knowledge of statistical analysis, including significance testing, weighting, segmentation, or multivariate techniques
• Experience with market sizing, competitive research, brand or relationship tracking, or customer segmentation
• Experience with data-visualization or statistical-analysis tools
• Experience in payments, financial services, or research with B2B enterprise audiences
• A collaborative, curious, and proactive approach to solving research and business problems