UX Research Coordinator

Every day, Global Payments makes it possible for millions of people to move money between buyers and sellers using our payments solutions for credit, debit, prepaid and merchant services. Our worldwide team helps over 3 million companies, more than 1,300 financial institutions and over 600 million cardholders grow with confidence and achieve amazing results. We are driven by our passion for success and we are proud to deliver best-in-class payment technology and software solutions. Join our dynamic team and make your mark on the payments technology landscape of tomorrow.

Summary of This Role

As part of the Design Organization, the UX Research Coordinator plays a key role in shaping the user experience by ensuring that our stakeholders remain attuned to customer needs. In this role, you will build Customer Advisory Boards from the ground up and drive growth strategies for UX Research recruitment. You will assist researchers in making connections with participants and build cross-functional relationships to uncover recruitment channels and identify opportunities. This role will also occasionally involve conducting qualitative research to help deliver exceptional user experiences across our products. You will collaborate closely with UX researchers, designers, product managers, customer support, and other stakeholders to ensure research efforts are streamlined and impactful. With your attention to detail, and strong communication and collaboration skills, you will be instrumental in helping increase team efficiency and scaling for the future.

• Organize, coordinate, and manage Customer Advisory Boards, ensuring effective communication and strong CAB engagement

• Drive the growth of CABs, including maintaining internal stakeholder communication loops (i.e. Product Managers, UX, Customer Support, Sales)

• Schedule regular meetings and events to foster collaboration and gather valuable feedback on products and services

• Liaise with Product Managers to notify CAB members of Product updates via newsletters

• Collect, analyze, and present insights from CABs to identify key themes and actionable recommendations for internal Product and UX teams

• Work closely with Product Managers, UX Researchers, and UX Designers to translate CAB feedback into strategies that enhance customer satisfaction and drive growth

• Maintain templates, opt-in forms, and documentation related to CABs, recruitment, and research repository

• Maintain, clean up, and grow research participant lists within a recruitment platform, and measure tool usage

• Determine, document, and manage research recruitment best practices

• Promote the value of UX Research through various tools and processes

• Establish relationships with key stakeholders (i.e. product, engineering, sales, support) to gather research participants and share insights

• Understand and translate business requirements and constraints into research initiatives

• Collect and analyze user needs and behaviors via qualitative research (i.e. stakeholder and user interviews, surveys, field visits, usability testing, remote testing)

• Share research findings and recommendations to diverse audiences through written documentation and oral presentations

• Collaborate with designers and product managers to prioritize research findings in a fast-paced environment

• Keep abreast of industry and user experience trends, and best practices and promote research within the team

Minimum Qualifications

• Bachelor's degree in Anthropology, Human Computer Interaction (HCI), Sociology, Psychology, Industrial Design, Interaction Design, or related field or practical experience

• Minimum 2 years relevant work experience within user experience, research operations, product design research, experience design, or related field

• Experience with research design utilizing various methods, such as foundational research, contextual inquiries, journey maps, surveys, usability studies

• Ability to make decisions and adapt based on understanding of business goals, needs, and challenges

• Must have excellent time management and project management skills: be able to handle multiple projects at one time, and prioritize needs and projects

• Strong communication skills

• Must be a collaborator and team player

Preferred Qualifications

• Degree (BA/MS) in a related field

• Experience in Research Operations

• Experience managing customer panels or user groups a plus

• Familiarity with UX Research tools (i.e. UserTesting, User Interviews, Figjam)

• Experience in payments or technology industry

• Preference for 2-3+ years of experience, but open to less experienced individuals who can demonstrate strong knowledge and skill set

• Ability to travel 1-2 times per year, if necessary

• Strong ability to empathize with users

• Knowledgeable of the strengths and shortcomings of different research and design thinking methods, including when and how to apply them during the product life cycle

• Excellent visual, written, and oral communication and presentation skills

• Self-starter who takes initiative

• A strong eye for detail, initiative and committed to delivering high quality work independently or as part of a team

Benefits:
Global Payments offers a comprehensive benefits package to all of our team members, including medical, dental and vision care, EAP programs, paid time off, recognition programs, retirement and investment options, charitable gift matching programs, and worldwide days of service. To learn more, review our Benefits page at: https://jobs.globalpayments.com/en/why-global-payments/benefits/

At this time, we are unable to offer visa sponsorship for this position. Candidates must be legally authorized to work for any employer in the United States on a full-time basis without the need for current or future immigration sponsorship.

This role is eligible to be remote within the United States. #LI-Remote

Global Payments Inc. is an equal opportunity employer.
Global Payments provides equal employment opportunities to all employees and applicants for employment without regard to race, color, religion, sex (including pregnancy), national origin, ancestry, age, marital status, sexual orientation, gender identity or expression, disability, veteran status, genetic information or any other basis protected by law. Those applicants requiring reasonable accommodation to the application and/or interview process should notify a representative of the Human Resources Department.

Global Payments Inc. is an equal opportunity employer. Global Payments provides equal employment opportunities to all employees and applicants for employment without regard to race, color, religion, sex (including pregnancy), national origin, ancestry, age, marital status, sexual orientation, gender identity or expression, disability, veteran status, genetic information or any other basis protected by law. If you wish to request reasonable accommodations related to applying for employment or provide feedback about the accessibility of this website, please contact jobs@globalpay.com.