Pay is based on a number of factors including the successful candidate’s job-related knowledge and skills, qualifications, and prior experience. Arvest offers a comprehensive suite of benefits, including a full range of health and life, financial, and wellness benefits. For more information about benefits, please visit www.arvest.com/careers/benefits .

Position is Monday through Friday from 8 am to 5 pm with the ability to work additional hours as project needs demand.

Incumbent should be located within the Arvest 4 State Footprint (AR, KS, MO, OK). Remote work options may be available outside of the 4-state footprint upon further review during the interview process.

The story of Arvest is one of commitment started by our founders in 1961, with an intense dedication to focusing on our customers. We will always be active and involved members of the communities we serve, and we will always work to put the needs of our customers first as we continue to fulfill our mission – People helping people find financial solutions for life.

Job Title: Customer Experience (CX) Principal Researcher

A Customer Experience (CX) Principal Researcher at Arvest plays a vital role in gathering and analyzing insights about customer attributes, preferences, actions, needs, behavior, and motivations. They collaborate with internal teams to identify and address problems, gaps, and opportunities, then design and execute research plans accordingly. With a customer-centric mindset, the CX Principal Researcher ensures Arvest utilizes appropriate tactics, questions, and data to analyze results and formulate statistically significant insights. They are responsible for providing best-in-class recommendations for the development and continuous improvement of a Customer Experience (CX) research program, aimed at gaining a deeper understanding of Arvest’s customer base.

We are seeking candidates who embrace diversity, equity, and inclusion in a workplace where everyone feels valued and inspired.

What You’ll Do at Arvest: (Other duties may be assigned.)

• Collaborate with stakeholders to gather work requests and identify potential research areas, building and maintaining relationships with various business units within Arvest.

• Evaluate and prioritize research requests, considering various methodologies including primary and secondary research.

• Design comprehensive research plans for both one-time research projects and ongoing work, while also reviewing existing research to identify opportunities for optimization.

• Work with various 3rd party vendors to create research strategies, manage participant recruitment, and oversee larger research projects.

• Stay up to date with industry trends in customer experience research, behavior and motivation analysis, and insight visualization.

• Serve as the subject-matter expert in research design and analysis, utilizing traditional and modern methodologies to execute research plans.

• Gain in-depth knowledge of Arvest’s current and potential customers, including their attributes, personas, behaviors, and motivations, and actively seek opportunities to learn more.

• Present research findings and insights to stakeholders at all levels of the organization, including senior leaders and members of the C-suite, ensuring that results are easily understood and applicable.

• Work closely with fellow CX team members to integrate learnings into the overall CX program and measurement.

• Identify opportunities for improvement through existing data analysis and gather insights to enhance Arvest’s ability to provide an exceptional customer experience.

• Work in tandem with the Data Science, Product, and Marketing teams to facilitate research, acting as a key partner to ensure Arvest delivers the intended customer experience.

• Understand and comply with bank policy, laws, regulations, and the bank's BSA/AML Program, as applicable to your job duties. This includes but is not limited to; complete compliance training and adhere to internal procedures and controls; report any known violations of compliance policy, laws, or regulations and report any suspicious customer and/or account activity.

Toolbox for Success:

• Bachelor’s Degree in Psychology, Research, Marketing, Human Centered Design or related field, or commensurate experience

• 3 years of experience in successful research design, deployment, and delivery to business objectives tied to quantitative and qualitative measurement

• 2 years of experience with data visualization and customer experience management platforms, such as Tableau and Qualtrics

• 3 years of project management experience

• Extensive knowledge of research tactics including surveys, focus groups, interviews, sentiment analysis, UX studies, as well as experience with utilizing existing analytics programs

• Demonstrated experience with multiple usability and related research methods, design, rapid prototyping, wireframing tools, and current tools for mobile product research

• Understanding of statistical principles such as correlation, cluster, factor, and regression analysis, preferred

• Proven ability:

• Analyzing complex problems, identifying root causes, deriving insights from data, and effectively communicating findings to diverse audiences and teams
• Thinking strategically to suggest and drive the evolution of the research program to advance the business
• Designing and conducting omnichannel customer research using various methods within a single project
• Making decisions and recommendations that are backed by data and willing to take calculated risks

• Proficient in crafting effective and unbiased research questions

• Strong planning, prioritization, and project management skills to handle multiple concurrent projects

• Exceptional presentation, communication, and interpersonal skills to convey complex data, insights, and recommendations to non-technical stakeholders

• Collaborative and team-oriented attitude, with the ability to lead projects in a matrix organization

• Relevant military experience is considered for veterans and transitioning service members

Preferred:

• Master’s Degree in Psychology, Anthropology, Research, Marketing, Human Centered Design or related field, or similar hands-on experience

Physical Demands:

The associate must be able to travel occasionally by themselves within the US, possibly overnight. Reasonable accommodations may be made to enable qualified individuals with disabilities to perform the essential functions.

We offer competitive compensation, benefits packages, and significant professional growth.

Along with an excellent benefits package, our associates are engaged, rewarded for performance, and encouraged to grow professionally and personally. Our future is driven by our associates. If you want to be recognized for your results and empowered to reach your potential, we urge you to apply.

Grade 18

Pay Range: $102550 - $121771 per year