Great employee experiences don't happen by accident — they're designed. At Citi, we believe that the tools people use every day at work should be just as intuitive, seamless, and delightful as the best consumer apps out there.
Our UX team is on a mission to transform our Human Resources apps and systems — from onboarding and benefits to performance and beyond — turning friction into flow and complexity into clarity.
If you're passionate about putting people first, obsessed with crafting digital experiences that genuinely make life easier, and excited by the idea that great design can elevate the everyday moments of someone's working world, then this is the role for you.
The Role
As a UX / Product Research & Strategy Lead you'll drive the strategic direction of the experience, owning the research programme that underpins product vision and direction. Building on all the skills of a Senior UX Researcher, your focus extends beyond individual research studies to shaping the north star for the experience and ensuring that research and strategy are deeply embedded in how product decisions are made. You'll lead the full range of research needed to understand users, markets, and the competitive landscape, and will collaborate directly with senior stakeholders to translate those insights into a clear, compelling experience strategy.
Responsibilities
Take direct ownership of defining and evolving the experience north star – working with product, design, and business leadership to articulate a clear, evidence-based vision for where the experience needs to go and why
Lead the development of the experience strategy, translating research insights, market intelligence, and business goals into actionable strategic direction that guides product roadmaps and design priorities
Drive senior stakeholder alignment around the experience vision, facilitating workshops and strategy sessions that bring together diverse perspectives and build consensus around user-centred outcomes
Establish and lead a programme of research and strategic discovery that continuously informs and challenges the north star, ensuring it remains grounded in real user needs and evolving business context
Lead a wide variety of research including user interviews, co-creation, journey mapping, usability and concept tests and surveys, ensuring that actionable results are delivered and shared
Design and execute research studies that follow research best practices and methodologies
Present and communicate research results and recommendations to stakeholder teams and the larger organization when needed
Collaborate and share research findings and insights across the organization
Provide guidance and rigor around research methodologies and best practices
Define relevant metrics for benchmarking and measurement of journeys
Integrate research insights with quantitative data to inform deep understanding of client journeys as well as data-driven prioritization
Bring innovative approaches and creative thinking to scoping primary research with populations that may be challenging to recruit
Understand existing and planned Citi infrastructure and projects, and work on solutions that can be implemented in a timely manner to make measurable impact
Mentor user researchers and designers doing research to grow and scale research capabilities
Collaborate with research and design leadership to identify new tools and/or process improvements that drive better alignment and compliance with design systems
Apply a positive and constructive attitude to all feedback
Work closely with UX Designers to ensure they have all the details they need to generate detailed UX designs
Keep up to date with the latest UX practices, innovations, and tools
Help to support new UX starters in the team
Participate in the wider UX community of practice
Required Skills, Experience and Competencies
Significant relevant UX Research experience, with demonstrable experience in a strategic or research leadership capacity
Extensive hands-on experience leading qualitative and quantitative UX research in a product design environment across the Design Thinking stages
Proven track record of translating research into strategic recommendations that have directly influenced product direction, roadmaps, or north star vision
Experience facilitating senior stakeholder workshops and strategy sessions to build alignment around experience direction
Ability to lead workshops relating to UX Research both in-person & remote
Creative problem solver comfortable dealing with uncertainty and ambiguity at a strategic level
Self-starter with the ability to define goals, strategies, and research programmes with limited direction
Able to combine strategic thinking with pragmatism without sacrificing quality
Proactive and positive attitude, with strong attention to detail & analytical skills
Outstanding written and oral communication skills, including confident presentation to senior leadership
Significant experience working with senior stakeholders, product managers, and engineers
Familiarity with research tools e.g. UserZoom, UserTesting.com, Dovetail, EnjoyHQ, Qualtrics
Bachelor's/University degree
Desirable Skills, Experience and Competencies
Experience in e-commerce/Internet/mobile space
Experience with agile methodology
Financial services industry and commercial banking experience
Experience with service design, systems thinking, or experience strategy frameworks
Master's degree
Education:
Bachelor’s/University degree, Master’s degree preferred
At least one formal UX Qualification
What we’ll provide you
By joining Citi, you will not only be part of a business casual workplace with a hybrid working model (up to 2 days working at home per week), but also receive a competitive base salary (which is annually reviewed), and enjoy a whole host of additional benefits such as:
- 27 days annual leave (plus bank holidays)
- A discretional annual performance related bonus
- Private Medical Care & Life Insurance
- Employee Assistance Program
- Pension Plan
- Paid Parental Leave
- Special discounts for employees, family, and friends
- Access to an array of learning and development resources
Visit our Global Benefits page to learn more.
Alongside these benefits Citi is committed to ensuring our workplace is where everyone feels comfortable coming to work as their whole self, every day. We want the best talent around the world to be energized to join us, motivated to stay and empowered to thrive.
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Job Family Group: Technology------------------------------------------------------
Job Family:Digital Design Engineering------------------------------------------------------
Time Type:Full time------------------------------------------------------
Most Relevant Skills Please see the requirements listed above.------------------------------------------------------
Other Relevant Skills For complementary skills, please see above and/or contact the recruiter.------------------------------------------------------
Citi is an equal opportunity employer, and qualified candidates will receive consideration without regard to their race, color, religion, sex, sexual orientation, gender identity, national origin, disability, status as a protected veteran, or any other characteristic protected by law.
If you are a person with a disability and need a reasonable accommodation to use our search tools and/or apply for a career opportunity review Accessibility at Citi.
View Citi’s EEO Policy Statement and the Know Your Rights poster.
