User Experience Research Operations Program Manager

$100,612 - $167,687/Yr

M&T Bank - Abilene, KS

Full-time - Mid Level

Remote - Abilene, KS

Credit Intermediation and Related Activities

About the position

The User Experience Research Operations Program Manager at M&T Bank is responsible for developing and implementing a comprehensive user testing program that enhances product and service usability. This role focuses on integrating user feedback into design processes, ensuring that products drive customer value through a customer-centric design approach. The manager will lead a team, oversee research operations, and maintain high standards of quality in user testing activities.

Responsibilities

• Design and implement a comprehensive user testing program that scales usability testing capabilities across the enterprise.
• Incorporate evaluative user research methods throughout the product lifecycle, including participant recruitment and coordination with cross-functional teams.
• Collaborate with product and design leaders to integrate user feedback into design decisions.
• Develop and maintain a user testing roadmap and budget.
• Partner with the UX research team to gather insights and translate them into actionable product improvements.
• Analyze user testing data to identify trends, insights, and areas for improvement.
• Prepare detailed reports and present findings to stakeholders, including recommendations for product enhancements.
• Organize and maintain a systematic approach for collecting, analyzing, and responding to user feedback throughout the product development cycle.
• Ensure all testing activities maintain high standards of quality and adapt strategies to meet evolving product goals and user expectations.
• Define and establish a user testing governance process in partnership with internal stakeholders.
• Develop and enforce best practices for managing research data, tools, and participant privacy in accordance with industry standards and legal requirements.
• Lead the selection and management of research tools and technologies, ensuring they meet the team's needs for conducting and analyzing research.
• Act as a liaison between the product team, design team, and external stakeholders, ensuring clear communication and alignment on testing goals and outcomes.
• Exercise usual authority of a manager concerning staffing, performance appraisals, promotions, salary recommendations, performance management, and terminations.

Requirements

• Bachelor's in Psychology, Human-Computer Interaction, Information Science, Operations Research, or a related field.
• 7+ years of experience in UX research, research operations, or program management.
• In lieu of a degree, a combined minimum of 11 years' higher education and/or work experience.
• Demonstrated experience in managing research operations, including participant recruitment, data management, and budgeting.
• Strong understanding of UX research methods and best practices.
• Experience in implementing and scaling enterprise-level programs.
• Strong analytical skills with the ability to interpret data and translate insights into product improvements.
• Excellent collaboration and communications skills, with experience working in cross-functional teams.
• Strong program management skills, with the ability to lead projects independently and meet deadlines.
• Experience in Digital software development.

Nice-to-haves

• Masters degree preferred
• Minimum of 10 years of experience in UX Research, research operations, or program management
• Experience in financial services industry.

Benefits

• Competitive salary based on experience and location
• Comprehensive health insurance
• 401(k) retirement plan
• Paid time off and holidays
• Professional development opportunities