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M&T Bank User Experience Research Operations Program Manager in Abilene, Kansas

Location: Remote Option for East Coast and Central only

Overview :

Usability Testing is critical to product and service development. Testing a product or service with end users before launch will determine whether a product or service is usable and intuitive. The UX Research Operations Program Manager will develop a program and framework across the enterprise to put products and services in front of customers and employees as part of a customer centric design process to ensure that they drive customer value.

Primary Responsibilities:

  • Working with the M&T UX Research team, design and implement a comprehensive user testing program that can scale our current usability testing capability across the enterprise.

  • Incorporate appropriate evaluative user research methods across the product lifecycle, including identifying appropriate user testing methods, recruiting participants, and coordinating with cross-functional teams.

  • Collaborate with product and design leaders to integrate user feedback into design decisions.

  • Develop and maintain user testing roadmap and budget.

  • Partner with the UX research team to gather deep insights and translate them into actionable product improvements.

  • Analyze user testing data to identify trends, insights, and areas for improvement.

  • Prepare detailed reports and present findings to stakeholders, including recommendations for product enhancements.

  • Organize and maintain a systematic approach for collecting, analyzing and responding to user feedback throughout the product development cycle.

  • Ensure that all testing activities maintain a high standard of quality and consistency and adapt testing strategies as needed to meeting evolving product goals and user expectations.

  • Define and establish a user testing governance process in partnership with internal stakeholders.

  • Develop and enforce best practices for managing research data, tools, and participant privacy in accordance with industry standards and legal requirements.

  • Lead the selection and management of research tools and technologies, ensuring they meet the team's needs for conducting and analyzing research.

  • Act as a liaison between the product team, design team, and external stakeholders, ensuring clear communication and alignment on testing goals and outcomes.

  • Exercise usual authority of a manager concerning staffing, performance appraisals, promotions, salary recommendations, performance management and terminations.

  • Complete other related duties as assigned.

Supervisory/Managerial Responsibilities

After build-out of function expect to lead a team of Research Coordinators and Research operations specialists

Education & Experience Required:

  • Bachelor's in Psychology, Human-Computer Interaction, Information Science, Operations Research, or a related field.

  • 7+ years of experience in UX research, research operations, or program management.

  • In lieu of a degree, a combined minimum of 11 years’ higher education and/or work experience

  • Demonstrated experience in managing research operations, including participant recruitment, data management, and budgeting.

  • Strong understanding of UX research methods and best practices.

  • Experience in implementing and scaling enterprise-level programs

  • Strong analytical skills with the ability to interpret data and translate insights into product improvements

  • Excellent collaboration and communications skills, with experience working in cross-functional teams

  • Strong program management skills, with the ability to lead projects independently and meet deadlines

  • Experience in Digital software development

Education & Experience Preferred:

  • Masters degree preferred

  • Minimum of 10 years of experience in UX Research, research operations, or program management

  • Experience in financial services industry

Anticipated Travel Requirements:

Employees in this position should be prepared to travel at least once per quarter. Travel may occur more or less often than this and is based upon the needs of the business.

M&T Bank is committed to fair, competitive, and market-informed pay for our employees. The pay range for this position is $100,611.94 - $167,686.57 Annual (USD) (range may vary based on geographic location). The successful candidate’s particular combination of knowledge, skills, and experience will inform their specific compensation.

M&T Bank is committed to fair, competitive, and market-informed pay for our employees. The pay range for this position is $100,611.94 - $167,686.57 Annual (USD). The successful candidate’s particular combination of knowledge, skills, and experience will inform their specific compensation. The range listed above corresponds to our national pay range for this role. The specific pay range applicable to you may vary based on your location.

Location

Abilene, Kansas, United States of America

M&T Bank Corporation is an Equal Opportunity/Affirmative Action Employer, including disabilities and veterans.

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