Visa Director, Design Research, Visa Business Solutions in Bellevue, Washington
Design @ Visa—comprised of five core specializations: Design, Research & Accessibility, Design Engineering, Design Operations and Content Design—is scaling significantly to better support Visa’s growing digital product line. It’s our belief that great design has the ability to engage and inspire users, and we strive to rethink and redefine how users interact with Visa's applications and products. Our team members are innovative thinkers and strategic problem solvers, as analytical as they are creative. Collectively, we value hard work, accountability and collaboration, and we prize team success over personal gain. Visa Global Product Design is seeking an experienced, hands-on Design Research Director with strong capabilities in qualitative and quantitative user research and the design of innovative and engaging user experiences. This is a role that involves hands-on research and management of multiple research projects as well as future management of people. The Design Research Director will: * Plan, perform, and deliver qualitative and quantitative UX research to support design projects in partnership with Visa clients and the Visa Business Solutions organization. (Visa Business Solutions drives strategy, product development, platform management and sales for Commercial,B2B and Payables solutions for small, middle market, and large multinational companies and the public sector.) * Ideally have experience conducting research in the B2B or Payables space * Contribute and support strategic goals of the organization, creating an ongoing design research roadmap to drive customer-focused insights for VBS * Act as a change agent, sparking fresh ideas that are infused in our culture and our products * Champion a design research culture that raises the bar on performance, expectations, and outcomes to deliver outsized impact * Advise on and collaborate in the execution of market-related research to support VBS business needs, drawing on an ability to discern cross-functional insights across design research and market research * Foster collaboration both inside and outside the team and represent the team successfully with all types of stakeholders * Juggle several high-level projects while delivering A-level work on all of them * Justify research and design decisions based on a thorough understanding of contemporary user-centered design methodologies This role will initially be an individual contributor, but will develop into a leadership role where the Director will hire and manage other design researchers, assist them in growing their careers, and lead by example in delivering excellent individual work. Essential Functions • Plan, lead, conduct, and deliver generative and evaluative design research studies • Manage intra- and inter-team as well as external stakeholder relationships • Work and communicate effectively with a diverse team of product owners, sales and consulting staff, clients, designers, and developers • Manage a team of researchers • Bring experience to the table, mentoring, and asking how we can raise our bar. Basic Qualifications • 10 years of work experience with a Bachelor’s Degree or at least 8 years of work experience with an Advanced Degree (e.g. Masters/MBA/JD/MD) or at least 4 years of work experience with a PhD Preferred Qualifications • 12 or more years of work experience with a Bachelor’s Degree or 8-10 years of experience with an Advanced Degree (e.g. Masters, MBA, JD, MD) or 6+ years of work experience with a PhD • At least 12+ years of work experience, including significant experience in a role with responsibility for sizing, scoping, hands-on involvement, and client management for complex UX research projects. • At least 2 years of experience managing direct reports • Significant experience in planning, conducting, synthesis for, and final delivery of generative/exploratory research activities such as interviews, personas, focus groups, diary studies, ethnographic studies, design ideation workshops, and customer journey mapping as well as evaluative research activities such as heuristic reviews, analytics, and moderated and unmoderated user performance testing. • Experience managing participant recruitment and associated privacy and data considerations • A team player who is happy sharing credit, and looks to succeed by raising up one’s colleagues, putting the success of Visa ahead of personal gain. • Strong personal values that refuse to compromise on commitments, quality, and the truth. We don't cut corners, we do what we say and say what we do. • Ability to build partnerships, navigate, and thrive working among multiple complex organizations, sometimes with competing agendas and differing values. • Successful track record developing relationships and engaging with colleagues across functions, levels, and geographies • Proven ability to thrive in a virtual team environment • Experience working with complex business and functional requirements. • Strong independent problem-solving skills, self-direction, and innovative thinking • Excellent analytical abilities and attention to detail. • Top notch client management / people skills with experience managing multiple stakeholder relationships • Experience working in Innovation space • Excellent verbal and written communication skills, problem solving skills, customer service and interpersonal skills. • Fully fluent in English and able to understand and be easily understood in spoken and written English. • Must be results-oriented, and have the ability to work independently, prioritize many competing needs including multiple urgent tasks, and effectively deal with ambiguity • Knowledgeable about accessibility guidelines and best practices. • Experience and understanding of product management and innovation in the Payments space. • Understanding of UX and the design techniques and principles involved in the production of conceptual prototypes, wireframes, and HTML prototypes. • Knowledge and experience with Visa products seen as 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.