Manager UX Research

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At BMO Commercial Bank, we are committed to putting our customers at the heart of everything we do. As the Manager of User Research, you will play a key role in shaping the future of our banking products and services by leading the development of user-centric insights. You'll be responsible for driving research strategies that enhance our understanding of the needs, behaviors, and experiences of our commercial banking customers.

Key Responsibilities:

• Manage research team : Lead a team of UX researchers, providing mentorship and guidance to help them achieve their full potential. Work to raise the bar on the quality and rigor of research outputs, ensuring all deliverables meet the highest standards. Supports UXR team in their deliverables by providing guidance and direction when necessary.

• Improve process efficiency: Identify and implement opportunities to streamline research processes and workflows to increase efficiency, while ensuring that the team remains agile and responsive to evolving business needs. Oversees resource balancing and intake requests. Creates and owns UXR Roadmaps that aligns with UX roadmaps.

• Develop team capabilities: Invest in the ongoing professional growth of the team by introducing new research methodologies, tools, and best practices that can elevate the team's impact across the organization.

• Increase UX research awareness & impact: Increase awareness of UX research insights across multiple departments. Develop and ensure good UXR practices and processes. Establish and maintain research repository. Owns Experience Health Checks metrics and communicates results to senior stakeholders and more broadly.

Lead critical projects

• Lead user research initiatives: Design and implement qualitative and quantitative research methodologies (e.g., interviews, usability testing, surveys) to gather insights on user needs, behaviors, and pain points.

• Collaborate across teams: Work closely with product management, design, marketing, and analytics teams to ensure user research is integrated into the decision-making process at every stage of product development.

• Develop User Personas & Journey Maps: Synthesize research findings into actionable deliverables, including personas, journey maps, and reports that inform strategy and design decisions.

• Advocate for User-Centered Design: Champion the voice of the customer across the organization and advocate for user-centered approaches to commercial banking solutions.

Broader work or accountabilities may be assigned as needed.

Qualifications:

• Bachelor's or Master's degree in human-computer interaction, psychology, sociology, or related field.

• Extensive experience in user research, preferably in a financial services context.

• Proven ability to lead research initiatives from discovery to delivery.

• Strong knowledge of user research methods, including qualitative and quantitative approaches.

• Expert communication and presentation skills, with the ability to tell the story, influence stakeholders and advocate for user needs.

• Experience managing and developing a team of UX researchers, driving a culture of continuous improvement and high performance.

• Experience working with cross-functional teams in an agile and waterfall environments.

The above represents BMO Financial Group's pay range and type.

Salaries will vary based on factors such as location, skills, experience, education, and qualifications for the role, and may include a commission structure. Salaries for part-time roles will be pro-rated based on number of hours regularly worked. For commission roles, the salary listed above represents BMO Financial Group's expected target for the first year in this position.

BMO Financial Group's total compensation package will vary based on the pay type of the position and may include performance-based incentives, discretionary bonuses, as well as other perks and rewards. BMO also offers health insurance, tuition reimbursement, accident and life insurance, and retirement savings plans. To view more details of our benefits, please visit: https://jobs.bmo.com/global/en/Total-Rewards

We're here to help

At BMO we are driven by a shared Purpose: Boldly Grow the Good in business and life. It calls on us to create lasting, positive change for our customers, our communities and our people. By working together, innovating and pushing boundaries, we transform lives and businesses, and power economic growth around the world.

As a member of the BMO team you are valued, respected and heard, and you have more ways to grow and make an impact. We strive to help you make an impact from day one - for yourself and our customers. We'll support you with the tools and resources you need to reach new milestones, as you help our customers reach theirs. From in-depth training and coaching, to manager support and network-building opportunities, we'll help you gain valuable experience, and broaden your skillset.

To find out more visit us at https://jobs.bmo.com/ca/en.

BMO is committed to an inclusive, equitable and accessible workplace. By learning from each other's differences, we gain strength through our people and our perspectives. Accommodations are available on request for candidates taking part in all aspects of the selection process. To request accommodation, please contact your recruiter.

Note to Recruiters: BMO does not accept unsolicited resumes from any source other than directly from a candidate. Any unsolicited resumes sent to BMO, directly or indirectly, will be considered BMO property. BMO will not pay a fee for any placement resulting from the receipt of an unsolicited resume. A recruiting agency must first have a valid, written and fully executed agency agreement contract for service to submit resumes.