User Experience Researcher

Job Description

To plan, perform, analyse and consolidate qualitative and quantitative research to ensure an understanding of customer needs, behaviours and expectations and provide strategic insight to the business to ensure informed decisions are made to enhance the customer journey or user experience when engaging on any of the banks interfaces

Hello Future User Experience Researcher

Welcome to FNB, the home of the #changeables. We design for the shapeshifters and deliver products and services that make us incredibly proud of people that make it happen.

As part of our talent team, you will be surrounded by unique talents, diverse minds, and an adaptable environment that lives up to the promise of staying curious. Now’s the time to imagine your potential in a team where experts come together and ignite effective change.

To plan, perform, analyse and consolidate qualitative and quantitative research to ensure an understanding of customer needs, behaviours and expectations and provide strategic insight to the business to ensure informed decisions are made to enhance the customer journey or user experience when engaging on any of the bank’s interfaces

Are You Someone Who Can

• Contribute to the development of larger overall area budget
• Develop the budget for the next financial year for area of responsibility taking all operational plans into consideration
• Research and design a longer-term financial resource requirement plan for the area of responsibility
• Present the business case to motivate for financial resources
• Analyse and develop implementation plan against the forecasted financial budget
• Develop tactical budget for area of responsibility that minimize expenditure and manage costs
• Control the budget for area including the authorisation of expenditures and implementation of financial regulations.
• Build relationships that allow for the managing of expectations; the sharing of knowledge and diverse insights; and the creation of buy-in
• Engage in cross-functional relationships to obtain and to provide work support
• Contribute to sustaining a competitive edge through external networking, benchmarking and representation on related forums
• Apply a customer-centric approach that focuses on creating a positive experience for the customer by maximizing service and/or product offerings and building relationships
• Ensure that the customer is at the center of the business philosophy, operations and ideas
• Provide input into, and implement, corporate governance, compliance, integrity and ethics policies in are of accountability to identify and manage risk exposure
• Stays abreast of relevant industry risk management best practices and legislative amendments and suggests ways to leverage these to ensure continuous improvement
• Creates risk awareness and manages audit findings
• Participate in Group risk forums where required and cascades relevant information through team Brainstorm, identify, implement and drive innovative best practice ideas within the organisation to ensure increased efficiencies
• Create and participate in specialist communities of practice and represents the organisation at Group and industry level to share best practice insights and solutions
• Drive strategic projects, change management and platform integration across operations
• Leverage Group capability to exploit opportunities
• Ensure and encourage adherence to an operational framework of policies and procedures
• Execute defined business strategy by translating it into the business operations
• Communicate policy modification, objective achievement progress and critical success factors to impacted stakeholders
• Ensure the development and implementation of multiple practices in alignment with operational policy and procedural frameworks
• Identify interconnected problems, determine its impact and use to develop best fit alternatives, driving best practice solutions
• Be aware of, and responsive to local conditions Influence the development of appropriate organisational structures, capacity and delivery systems
• Identify development needs and select effective solutions to address personal development gaps to facilitate self-improvement
• Develop and implement a personal development plan
• Demonstrate a commitment to continuous personal improvement as a life-long learner and encourage the same in others
• Share information and empower others to act Acts as a role model for continuous professional development in area of expertise
• Lead a development culture where information regarding successes, issues, trends and ideas are actively shared
• Build and sustain collaborative working relationships with relevant peers and stakeholders to achieve productivity synergies
• Lead specialist communities of practice and contribute positively to own and organisational knowledge improvement
  
  

You Will Be An Ideal Candidate If You Have

• Minimum Qualification: Minimum Qualification Bachelor’s degree
• Experience: 3+ years of experience in research, data analysis or data governance preferred.
• Advantageous: Experience in conducting market research
  
  

You Will Have Access To

• Opportunities to network and collaborate.
• Challenging work environment.
• Opportunities to innovate.
  
  

Skills & Competencies

• Understanding of data governance principles and best practices.
• Business insight and risk awareness
• Analytical thinking and decision making
• Analysis, Planning and Monitoring
• Relevant compliance, governance, security and risk management frameworks, methodologies, and policy
• Problem-solving
• Attention to detail, planning and organising, self-driven and effective communication.
  
  

We Can Be a Match If You Are

• Curious & courageous - you're driven by always wanting to know more and learn more and you're brave enough.
• Obsessed with mastery - you know what it takes to become good at what you do and are constantly pushing yourself to do it.
  
  

Are you interested to take the step? We look forward to engaging with you further. Apply now!

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Job Details

Take note that applications will not be accepted on the below date and onwards, kindly submit applications ahead of the closing date indicated below.

13/06/25

All appointments will be made in line with FirstRand Group’s Employment Equity plan. The Bank supports the recruitment and advancement of individuals with disabilities. In order for us to fulfill this purpose, candidates can disclose their disability information on a voluntary basis. The Bank will keep this information confidential unless we are required by law to disclose this information to other parties.