User Experience Researcher/Ops (Senior/Principal)

Fidelity Investments - Boston, MA

Full-time - Senior

Boston, MA

Securities, Commodity Contracts, and Other Financial Investments and Related Activities

About the position

Fidelity Investments is seeking a User Experience Researcher with a focus on operations to enhance employee digital experiences. This role is part of the Digital Workplace Experience Chapter Area, where the researcher will collaborate with designers and user researchers to ensure that end users are prioritized in delivering exceptional digital experiences for associates and customers.

Responsibilities

• Lead the definition of research work and deliver business outcomes across multiple product teams with minimal guidance.
• Plan, execute, and analyze user research studies, scaling them across desktop and mobile devices.
• Collaborate with stakeholders to define and refine research objectives, ensuring alignment with strategic, business, and user goals.
• Work closely with UX strategists, designers, and fellow researchers to provide research expertise during workshops and ongoing UX activities.
• Interpret qualitative and quantitative data from web analytics and user research to create actionable recommendations.
• Provide rapid prototyping support to communicate design recommendations based on research findings.
• Synthesize research data, summarize findings, and present results to management and project teams.
• Partner with the product owner to inform product strategy and drive consistent customer experiences.
• Manage administrative responsibilities on UXR tools/platforms including Qualtrics, SharePoint, Confluence, Jira, and Dovetail.
• Support UX team needs including participant management, data storage, and compliance with privacy and legal standards.

Requirements

• 5-8 years of UX or related experience preferred.
• A degree in Human Factors, Human-Computer Interaction (HCI), User Experience, Usability Engineering, Experimental Psychology, or a related field, or equivalent education and training.
• Experience working on agile teams delivering value in digital products preferred.
• Financial or similar industry experience desired.
• Experience with user-centered design research methodologies and rapid ideation processes such as Lean XD, Design Sprints, and Agile methodologies.
• Deep familiarity with executing qualitative and quantitative research methods such as interviews, surveys, usability testing, and task analysis.
• Ability to craft, evaluate, and evolve user models (personas, scenarios, profiles).
• Ability to perform heuristic evaluation and accessibility reviews of applications.
• Effective communication skills as a writer, presenter, and facilitator.

Nice-to-haves

• Knowledge of change management preferred.
• Experience with UX operations (UXops) preferred.

Benefits

• Hybrid work environment
• Opportunities for professional development
• Collaborative and dynamic work culture