Job description
At
Popular, we offer a wide variety of services and financial solutions to serve our communities in Puerto Rico, United States & Virgin Islands. As employees, we are dedicated to making our customers dreams come true by offering financial solutions in each stage of their life. Our extensive trajectory demonstrates the resiliency and determination of our employees to innovate, reach for the right solutions and strongly support the communities we serve; this is why we value their diverse skills, experiences and backgrounds.
Are you ready for a rewarding career?
Over 8,000 people in Puerto Rico, United States and Virgin Islands work at Popular.
Come and join our community!
Full Time Position
Remote work available.
General Description
This role will leverage human-centered design approaches to perform customer research and bring insights to the design teams to deliver solutions that exceed our customers’ needs and desires.
As a Customer Researcher you will conduct qualitative research and bring the findings to life by turning them into insights, journey maps, personas. You will craft high quality deliverables on time by innovating in the way we deliver information, paying great attention to detail, and articulating thoughtful content.
Essential Duties and Responsibilities
You will support the design and execution of ethnographic research and user testing by:
- Identifying customer profiles relevant to the work
- Identifying the methods for gathering qualitative feedback
- Coordinating and preparing for interviews/shadows/ immersions
- Building rapport/trust with customers
- Take notes in a way that helps synthesis
- Listen to understand / Pick up on what is not being said
- Support synthesis of interviews/ shadows with their own insights
- Perform customer interviews and observations
- Collaborate with Marketing on the coordination and alignment of quantitative research
You will conduct quantitative customer research by:
- Supporting the creation and execution of customer surveys in collaboration with Marketing
- Interpreting customer data from different sources and understanding customer pain points
You will apply divergent human-centered design techniques
You will apply divergent human-centered design techniques that support cross-functional teams to develop innovative design concepts for products and services, as demonstrated by:
- Being the “voice of the customer” and ensure the customer perspective is a guiding principle throughout the progress of ideation, as a participant or lead
- Support design and facilitation of hands-on work sessions (including but not limited to strategic alignment, problem framing, solution ideation, synthesis, prototyping, and testing)
- Provide teams with exemplars (e.g., benchmarking, mystery shopping)
- Contribute to articulating features in customer language, along with set of assumptions being tested
- Defining test plans (Who to interview, How many, interview guides, note capture templates)
- Plan and conduct interviews for additional concept feedback
- Synthesize feedback from interviews and articulate impact on design
- Bring to life the user experience associated with priority concepts by creating suitable scenario/storyline
- Support the translation of insights to concepts and features in collaboration with business, technology, and other relevant stakeholders.
- Provide creative direction for sketches and prototyping
Minimum Education
Bachelor’s Degree in either Design, Business, Engineering or related field.
Experience
- Relevant experience conducting qualitative and quantitative research and synthesizing following a human-centered design/design thinking approach
- Fluent in Spanish and English
Competencies
Analytical Discipline
Business Excellence
Change Agent
Character
Collaboration & Teamwork
Customer Centric
Self Development
Accountability
Important: The candidate must provide evidence of academic preparation or courses related to the job posting, if necessary.
Popular requires all employees to be fully vaccinated against COVID-19 by the first day of work. We will require you to provide a copy of your COVID-19 Vaccination Record Card. (1)
(1) In general, people are considered fully vaccinated: ±
2 weeks after their second dose in a 2-dose series, such as the Pfizer or Moderna vaccines, or
2 weeks after a single-dose vaccine, such as Johnson & Johnson's Janssen vaccine
Popular may provide vaccination exemptions for medical or pregnancy reasons, or due to a sincerely held religious belief or practice, unless doing so would impose an undue hardship to Popular or pose a direct threat to the health and safety of others. If you wish to request a vaccination exemption or have a disability and need assistance with the application process, please contact us at asesorialaboral@popular.com. This email inbox is monitored for such types of requests only. All information you provide will be kept confidential and will be used only to the extent required to provide needed exemptions or reasonable accommodations. Any other correspondence will not receive a response.
As Puerto Rico’s leading financial institution, we reaffirm our commitment to always offer essential financial services and solutions for our customers, including during emergency situations and/or natural disasters. Popular’s employees are considered essential workers, whose role is critical in the continuity of these important services even under such circumstances. By applying to this position, you acknowledge that Popular may require your services during and immediately after any such events.
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