UX / Product Research & Strategy Lead (VP)

Overview

In this role you drive the strategic direction of Citi’s HR experience, owning the research programme that underpins product vision. You’ll shape the north star for the experience and embed research into product decisions, working with senior stakeholders to translate insights into a clear strategy. You’ll lead diverse research efforts—from interviews to usability tests—and translate findings into actionable roadmaps. This role combines strategic leadership with hands-on research to elevate HR experiences at scale.

Pay / Benefits

• 27 days annual leave (plus bank holidays)
• Discretionary annual bonus
• Private medical care & life insurance
• Employee assistance program
• Pension plan
• Parental leave

Responsibilities

• Define and evolve the experience north star with product, design, and leadership
• Develop and translate research insights into actionable strategic direction for roadmaps and design priorities
• Align senior stakeholders around the experience vision through workshops and strategy sessions
• Lead a research programme that informs and challenges the north star with real user needs and business context
• Conduct a wide range of research (interviews, co-creation, journey mapping, usability tests, surveys) and deliver actionable results
• Design and execute studies following best practices
• Present research results and recommendations to stakeholders and larger org
• Collaborate and share findings across the organization
• Provide guidance on research methodologies and best practices
• Define metrics for benchmarking journeys and measure impact
• Integrate qualitative insights with quantitative data for prioritization
• Explore innovative primary research approaches with hard-to-recruit populations
• Understand Citi infrastructure/projects to implement timely, measurable solutions
• Mentor researchers and designers to grow capabilities
• Identify tools/process improvements that improve alignment with design systems
• Support UX designers with necessary details for detailed designs
• Stay updated with latest UX practices and tools
• Help onboard new UX starters and participate in the UX community

Key requirements

• Significant UX Research experience with leadership capabilities
• Extensive hands-on qualitative and quantitative UX research across DT stages
• Track record of turning research into strategic recommendations influencing product direction
• Experience facilitating senior stakeholder workshops and strategy sessions
• Ability to lead in-person and remote UX Research workshops
• Creative problem solver able to navigate uncertainty at a strategic level
• Self-starter who defines goals, strategies, and programmes with limited direction
• Balanced combination of strategic thinking and pragmatism
• Proactive, detail-oriented, analytical, with strong communication skills
• Experience working with senior stakeholders, PMs, and engineers
• Familiarity with research tools (e.g., UserZoom, UserTesting.com, Dovetail, EnjoyHQ, Qualtrics)
• Bachelor’s degree; Master’s degree preferred; at least one formal UX qualification
• Experience in e-commerce/Internet/mobile space; financial services industry experience (Desirable)

• Strong communication and presentation to senior leadership
• Collaborative mindset with cross-functional teams
• Ambiguity tolerance and strategic thinking
• UserZoom
• UserTesting.com
• Dovetail

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