Director, Design Research
Company: USAA
Location: Pflugerville
Posted on: August 7, 2022
Job Description:
Purpose of JobWe are seeking a talented Director level candidate
with applied Design Research experience to inform the
conceptualization and design of complex digital products and
services. This position can be worked either 100% remotely from
home or from our corporate office in San Antonio, TX or one of our
regional offices located in Austin, TX, Plano, TX, Charlotte, NC,
Phoenix, AZ, Colorado Springs, CO, or Tampa, FL.
Summary
Applies knowledge and experience in design research and
human-centered design to lead high-performing, cross-functional
teams through the design research lifecycle, inspiring a
human-centered design approach and outcomes that serve USAA members
and employees in a data-informed, agile environment. Develops
research best practices, advises on methods, guides multiple teams
simultaneously and leans in to perform activities that help
facilitate hands-on design research.
About USAA
USAA knows what it means to serve. We facilitate the financial
security of millions of U.S. military members and their families.
This singular mission requires a dedication to innovative thinking
at every level.Job RequirementsIdentifies and manages existing and
emerging risks that stem from business activities and the job role.
-Ensures risks associated with business activities are effectively
identified, measured, monitored, and controlled. -Follows written
risk and compliance policies and procedures for business
activities. -Business owner for research-related risk and
compliance considerations and protocols, key performance, and key
risk indicators.Manages the performance of a team of research
practitioners, ensuring that the integrity and quality of the
research performed is defendable, traceable, and repeatable and
threads back to articulated business needs. -Creates a healthy,
collaborative environment and removes barriers to efficiency,
effectiveness, and well-being. -Leads the vision, evolution, and
innovation of the Design Research practice, and creates and
iterates methods that promote human-centered design from problem
definition to design implementation.Actively participates in design
leadership meetings and work efforts, helping set the vision for
the design organization and helping the organization achieve its
development goals.Monitors business and technical models,
processes, challenges, and performance metrics so that design
efforts balance achieving end user goals with the goals of
stakeholders.Builds and maintains trust-based relationships with
executive and partner groups across the company (business, design,
tech, compliance, legal, content, innovation, marketing, etc.) that
drive continuous and sustainable alignment across lines of
business, projects, teams, and functions.Lead facilitates a
cross-organizational, cross-functional understanding of business
problems and potential design solutions using human-centered design
sessions and group discussions to achieve program and project
objectives.Leads a creative team of direct report design research
practitioners. Drives accountability and provides guidance to team
members through performance management and development.
Participates in recruitment and hiring activities, on-boarding, and
ongoing employee engagement and development.Contributes to
improving the conditions and culture for design at USAA and
advocates for the member and drives empathy-building across the
company.Actively directs artifact and tool review process to ensure
coherency with design research protocol and standards. -Minimum
Education/Experience requirements:
- Bachelor's Degree OR 4 additional years of related experience
beyond the minimum required may be substituted in lieu of a
degree
- 8+ years relevant, on-the-job experience in Design Research,
Service Design or UX Design role delivering insights,
opportunities, or solutions for products and services
- 3+ years of direct team lead or leading matrixed or
cross-functional teams
- Expert knowledge and experience in design research and
human-centered design to direct high-performing cross-functional
teams through all phases of the research lifecycle, orchestrating
the work of cross-functional disciplines to uncover and communicate
research-driven insights and potential new opportunities while
emphasizing the connection to business goals and human needs
- Experience preparing teams to deliver a cohesive view of
data-driven user needs supporting highly complex member and
employee experiences in a human-centered, agile environment
- Demonstrates a strategic mindset by decomposing ambiguous,
highly complex problems into clear and achievable workstreams
- Subject matter expertise in facilitation, collaboration, and
consensus building, with extensive experience in training on all
phases of the design research lifecycle and presenting to
cross-functional teams and Senior/Executive leaders
- Demonstrated leadership experience in driving and influencing
leaders and cross-functional teams to develop and execute product
strategy
- Expert ability to effectively communicate, both orally and in
writing, to executive leadership, driving accountability and sense
of urgencyPreferred Education/Experience:
- Deep experience with driving qualitative UX/Design research
from planning through to actionable insights that fuel new ideas or
improve existing digital products/services
- Subject matter expertise and demonstrated experience with
advanced qualitative design research techniques and ability to
guide and defend their use for a variety of situations. This would
include a full spectrum of approaches from generative through
evaluative both in-field , in-lab and remote
- Demonstrated ability to systematically, and effectively,
capture qualitative data (e.g., structured note taking) -
- Strong coaching skills with design teams learning to conduct
design research and understanding when, why, how, or when not
- Track record of leading high-performing individuals and teams
with advanced qualitative research
- Ability to confidently drive a connection between qualitative
and quantitative research
- Exemplary executive level communication and presentation
skills
- Experience with multi-channel, cross-platform Enterprise
digital products and services within the financial industry
- Experience conducting research within a regulated industry
(i.e., financial, health, transportation, etc.)The above
description reflects the details considered vital to describe the
principal functions of the job and should not be construed as a
detailed description of all the work requirements that may be
performed in the jobCompensation: USAA has an effective process for
assessing market data and establishing ranges to ensure we remain
competitive. You are paid within the salary range based on your
experience and market position. The salary range for this position
is: $135,200 - $243,500* (this does not include geographic
differential, it may be applied based on your work
location)Employees may be eligible for pay incentives based on
overall corporate and individual performance or at the discretion
of the USAA Board of Directors.Geographical Differential:
Geographic pay differential is additional pay provided to eligible
employees working in locations where market pay levels are above
the national average. -Shift premium will be addressed on an
individual basis for applicable roles that are consistently
scheduled for non-core hours. - - -Benefits: At USAA our employees
enjoy best-in-class benefits to support their physical, financial,
and emotional wellness. - These benefits include comprehensive
medical, dental and vision plans, 401(k), pension, life insurance,
parental benefits, adoption assistance, paid time off program with
paid holidays plus 16 paid volunteer hours, and various wellness
programs. - Additionally, our career path planning and continuing
education assists employees with their professional goals.Please
click on the link below for more details.Relocation assistance is
not available for this position.
Keywords: USAA, Pflugerville , Director, Design Research, Executive , Pflugerville, Texas
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