Visa Design Research Manager in Bellevue, Washington
Location - *Any Visa location or open to remote Visa Global Product Design is seeking an experienced, hands-on Design Research Manager with expertise in qualitative user research that drives leading-edge product design. This Design Research Manager will be a player-coach who will have the opportunity to grow and build their own research team, under the auspices of the larger Design Research organization, supporting one of Visa’s growing areas of product focus. Design researchers at Visa are innovative thinkers and strategic problem solvers who are as analytical as they are creative. We value methodological rigor, kindness, inclusivity, accountability and collaboration. In this role, you will lead strategy and execution for full scale research projects delivering compelling research insights that distill the complexity of client challenges. This person will play a vital role in developing new products & services directly for Visa’s clients and partners, as well as helping inform critical human insights employed by internal product, consulting and account teams. *Role responsibilities include * Execute all phases of qualitative research (scoping, research strategy, conducting, synthesizing and reporting). * Evangelize and promote design research, storytelling and insights throughout the organization * Demonstrate a strong understanding of the strengths and weaknesses of different research methods, including when and how to apply them during each product phase, and be able to justify research and design decisions. * Work across multiple clients to execute research delivering actionable and timely insights * Create personas, journey maps, user flows and other research artifacts * Support and help facilitate design thinking workshops with clients and stakeholders * Identify how to frame complex research problems, as well as evaluate agencies and vendors to support projects (when needed) * Act as a change agent, sparking fresh ideas that elevate the research practice * Foster collaboration between Design, Research, Design Operations & Product teams, in addition to establishing relationships with other partners throughout Visa * Represent the team successfully with all types of stakeholders including Visa clients and partners * Manage a small team of early to mid-career researchers as a servant-leader, support and elevate their careers and advocate for their success * Mentor other design researchers and lead by example in delivering excellent individual work _Essential Functions_ * Experience combining qualitative and quantitative research methodologies to form holistic approaches to problem-solving * Experience managing participant recruitment processes and associated privacy and data considerations * Knowledgeable of accessibility guidelines and best practices * Ability to support design thinking workshops, including leading sessions and engaging with high-profile clients * Must be results-oriented, and have the ability to work independently, prioritize many competing needs including multiple urgent tasks, and effectively deal with ambiguity * Innate desire to share credit and support one’s colleagues, putting the success of the team and the company ahead of personal gain * Refusal to compromise on commitments, quality and the truth * Ability to build strong relationships while navigating multiple complex organizations, sometimes with competing agendas and differing values * Successful track record developing relationships and engaging with colleagues across functions, levels and geographies, including within a virtual environment * Excellent analytical abilities and attention to detail — no cutting corners * Top notch client management/people skills, with experience managing multiple stakeholder relationships * Excellent verbal and written communication skills, problem solving skills, customer service and interpersonal skills * Knowledge of and experience with Visa products a plus, or knowledge of the fintech and payments space * Experience with tools like Mural, Airtable, dScout, UserTesting.com, InVision, Figma Basic Qualifications • 5 years of work experience with a Bachelor’s Degree, at least 2 years of work experience with an Advanced Degree (e.g. Masters/MBA/JD/MD) or a PhD Preferred Qualifications • 6 or more years of relevant work experience with a Bachelor’s Degree or 4 or more relevant years of experience with an Advanced Degree (e.g. Masters, MBA, JD, MD) • Minimum 7+ years of work experience, including significant experience in a role with responsibility for design research, product design and design research planning, as well as execution and client management for complex UX research projects • Experience and understanding of product management and innovation in the payments space a plus • Qualitative expertise a must, quantitative skills a plus. Visa has adopted a COVID-19 vaccination policy to safeguard the health and well-being of our employees and visitors. As a condition of employment, all employees based in the U.S. are required to be fully vaccinated for COVID-19, unless a reasonable accommodation is approved or as otherwise required by law. _Work Hours:_ Varies upon the needs of the department. _Travel Requirements:_ This position requires travel 5-10% of the time. _Mental/Physical Requirements:_ This position will be performed in an office setting. The position will require the incumbent to sit and stand at a desk, communicate in person and by telephone, frequently operate standard office equipment, such as telephones and computers. Visa is an EEO Employer. Qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, sexual orientation, gender identity, disability or protected veteran status. Visa will also consider for employment qualified applicants with criminal histories in a manner consistent with EEOC guidelines and applicable local law. Visa will consider for employment qualified applicants with criminal histories in a manner consistent with applicable local law, including the requirements of Article 49 of the San Francisco Police Code.