UX Senior Researcher en Madrid

This is Us.

A team of more than one thousand people sharing an idea: doing our bit in helping our clients create a better future for themselves, providing them with the tools they need to get where they want to go.

In today’s world, we know this happens because we are a fully online bank. We were born out of that idea and 20 years on, technology, simplicity and transparency continue to be the ingredients of the recipe that leaves the best taste in our mouths: being more than just a bank, someone useful in the lives of the millions of clients who have chosen us.

The way we do things also mirrors our eagerness to innovate. We are proud to be one of the very first banks to work with agile methodologies. It doesn’t ring a bell yet? No worries, we will be delighted to tell you all about it. You will find it’s one of those things you’ll want to repeat over and over.

And although we are based in Spain, we like to cross borders. We are lucky to work with international teams every day across 44 countries, composed of women and men as equal as they are diverse. Because here you are completely free to be who you want to be, love whomever you choose, and even go for pineapple as your pizza topping.

Making things happen, helping others be successful, always being one step ahead—that’s our DNA. If you look at yourself in the mirror and your reflection matches our way of being and working…we are looking forward to meeting you!

Your role and work environment:

As a Senior Researcher within “Customer Obsession & Innovation CoE” at ING Spain, you will be the champion of understanding customers’ needs.

In your day-to-day work, you will be part of a multidisciplinary squad closely with UX and Solution designers to look at problems from a user perspective and address them using different research methods. You will ensure the bank delivers top-notch people-centric experiences.

The goal of a researcher is to answer the twin questions of “Who are our users?” and “What do our users need/expect?” Typically, this role entails interviewing users, researching market data, and gathering findings. Exceeding our clients’ expectations is a process of constant iteration. You will contribute to this process by conducting different exercises: ethnographic studies to identify present and future opportunities, co-creation sessions to help conceptualize solutions, surveys to validate assumptions, or usability tests to tease out which design option best satisfies user needs.

We are looking for a UX research expert, who is passionate about the research expertise and is eager to learn from other disciplines within their field of expertise.

Your role is to create an optimal, authentic, and consistent customer-centric culture and align research across all areas of ING Spain

Your key responsibilities:

As a Researcher in ING Spain you will:

Be responsible for stablishing a customer centric delivering framework, giving the tools and support to all tribes’ members.

Monitor the customer digital experience and make recommendations

Coordinate conduct and moderate usability research both online and in the field and provide recommendations.

Work with business representatives and team members to test business requirements using heuristic/qualitative/quantitative methods and determine user needs.

Run both explorative and evaluative design research programs for the products and services the UX team supports.

Guide UX colleagues and squads to do tactical research supporting them in creating tests plans, run the tests, analyze results, and present reports.

Serve as a member of UX team that acts as a 'repository' of research-based usability knowledge.

Research knowledge in the industry’s and latest trends to come up with additional insights.

Have a strong understanding of business needs, country strategy and bank drivers for ensuring value proposition fits the market.

What are we looking for?

A leader of our Orange Code culture displaying the following behaviors:

Strong dynamic and driven personality, ready to make a difference.

Loves to collaborate in multidisciplinary and self-steering teams.

Always thinks in a client centric way.

Constantly driven by digital enthusiasm.

Data driven and have strong analytical skills.

Trainer skills.

Proven track record and technical skills:

5+ years in related professional work.

Master’s degree or qualified with relevant experience.

A strong working knowledge of user-centred experience design and interaction design.

Strong- knowledge of User Research techniques and usability testing in statistical analysis, qualitative analysis, quantitative analysis, product usability, experimental design, and test method selection.

Experience in usability testing tools, remote and lab.

Experience working with knowledge repositories to allow easy track and access to Insights.

Good understanding of UX metrics.

Ability to understand detailed complex requirements and identify root recommendations inspired by the consumers’ needs.

Ability to communicate ideas and solutions clearly and effectively to stakeholders.

Be open to receiving feedback and constructive criticism.

Able to work with minimal supervision on multiple projects.

Be passionate about all things UX and other areas of design and innovation.

Experience working following the Agile SCRUM framework (SCRUM master experience is a plus).

Excellent oral and written English skills.

Ability to work on an international level.

What do we offer?

The time you spend at work, the challenges you face or the lessons you get are very important, but… What about your personal life? At ING we want your work to fill you in every way, and that is why we take care of even the smallest detail.

Check out what is waiting for you!

Flexible schedule and 100% flexible e-working.

Work or e-work? We have a totally flexible model: choose the one that best suits you.

Restaurant card.

So that thinking about what to have for lunch doesn’t take up your time or your cravings.

Our house will be your home.

In our offices you can find electric mobility solutions, doctor, hairdresser, gym, urban orchard, The Good Service (to help you in your arrangements) and much more!

Life insurance.

We hope you don't need to use it!

Health insurance.

For you and all your family (spouse/partner and children).

Flexible retribution.

In addition, you can enjoy our flexible remuneration model, through which you can access other services such as nursery, transport card, training aids…

Free company shuttle.

It doesn't matter where you live. We have 6 routes (North, Central, South, A5, A42 and A6) to get you to work comfortably.

Banking benefits.

Special loan or mortgage terms after 6 months working at the bank.

And benefit from our pension plan after 2 years with us.

More health, more sports.

Runners club with your own trainer.

Clinics with professional, world-class athletes.

Physiotherapy service on site.

Gympass.