Popular
Customer Researcher
Location: San Juan, PR | Workplace Type: Hybrid
General Description This role will leverage human-centered design approaches to perform customer research and bring insights to the design teams to deliver solutions that exceed our customers’ needs and desires. As a Customer Researcher you will apply divergent human-centered design techniques that support cross-functional teams to develop innovative design concepts for products and services. You will guide and support teams to conduct qualitative research and bring the findings to life by turning them into insights, journey maps and personas.
Essential Duties and Responsibilities
Supporting the design and execution of ethnographic research and user testing, including identifying customer profiles, choosing qualitative feedback methods, coordinating interviews/ shadows/ immersions, building rapport, taking notes to aid synthesis, listening for unspoken insights, and supporting synthesis of interviews and shadows into actionable insights.
Conducting quantitative customer research, supporting creation and execution of customer surveys with Marketing, interpreting data from multiple sources to understand customer pain points.
Being the “voice of the customer” and ensuring the customer perspective guides ideation and design.
Designing and facilitating hands‑on work sessions (strategic alignment, problem framing, solution ideation, synthesis, prototyping, testing).
Providing teams with exemplars (benchmarking, mystery shopping). Contributing to articulating features in customer language and defining test plans.
Planning and conducting interviews for concept feedback, synthesizing feedback, and translating insights into concepts and features in collaboration with stakeholders.
Providing creative direction for sketches and prototyping.
Qualifications
Bachelor’s Degree in Design, Business, Engineering, or a related field.
Relevant experience coaching teams on human-centered design/design thinking, conducting qualitative research, synthesis, and facilitating workshops in a corporate setting.
Fluency in Spanish and English.
Evidence of academic preparation or courses related to the job posting, if required.
Important:
The candidate must provide evidence of academic preparation or courses related to the job posting, if necessary.
Applicants must be authorized to work for any employer in the United States. This position is not open to applicants who need visa sponsorship or transfer of visa sponsorship at this time.
Our hybrid work model benefit applies to certain positions and is subject to changes based on the organizational needs.
Popular is Puerto Rico’s leading financial institution and has evolved over a century into a corporation that offers a wide variety of services and financial solutions across the United States, the Caribbean and Latin America.
If you have a disability or need more information about requesting an accommodation, please contact us at asesorialaboral@popular.com. This email inbox is monitored for such types of requests only. All information you provide will be kept confidential and will be used only to the extent required to provide needed exemptions or reasonable accommodations. Any other correspondence will not receive a response.
If you are a California resident, please click here to learn more about your privacy rights.
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General Description This role will leverage human-centered design approaches to perform customer research and bring insights to the design teams to deliver solutions that exceed our customers’ needs and desires. As a Customer Researcher you will apply divergent human-centered design techniques that support cross-functional teams to develop innovative design concepts for products and services. You will guide and support teams to conduct qualitative research and bring the findings to life by turning them into insights, journey maps and personas.
Essential Duties and Responsibilities
Supporting the design and execution of ethnographic research and user testing, including identifying customer profiles, choosing qualitative feedback methods, coordinating interviews/ shadows/ immersions, building rapport, taking notes to aid synthesis, listening for unspoken insights, and supporting synthesis of interviews and shadows into actionable insights.
Conducting quantitative customer research, supporting creation and execution of customer surveys with Marketing, interpreting data from multiple sources to understand customer pain points.
Being the “voice of the customer” and ensuring the customer perspective guides ideation and design.
Designing and facilitating hands‑on work sessions (strategic alignment, problem framing, solution ideation, synthesis, prototyping, testing).
Providing teams with exemplars (benchmarking, mystery shopping). Contributing to articulating features in customer language and defining test plans.
Planning and conducting interviews for concept feedback, synthesizing feedback, and translating insights into concepts and features in collaboration with stakeholders.
Providing creative direction for sketches and prototyping.
Qualifications
Bachelor’s Degree in Design, Business, Engineering, or a related field.
Relevant experience coaching teams on human-centered design/design thinking, conducting qualitative research, synthesis, and facilitating workshops in a corporate setting.
Fluency in Spanish and English.
Evidence of academic preparation or courses related to the job posting, if required.
Important:
The candidate must provide evidence of academic preparation or courses related to the job posting, if necessary.
Applicants must be authorized to work for any employer in the United States. This position is not open to applicants who need visa sponsorship or transfer of visa sponsorship at this time.
Our hybrid work model benefit applies to certain positions and is subject to changes based on the organizational needs.
Popular is Puerto Rico’s leading financial institution and has evolved over a century into a corporation that offers a wide variety of services and financial solutions across the United States, the Caribbean and Latin America.
If you have a disability or need more information about requesting an accommodation, please contact us at asesorialaboral@popular.com. This email inbox is monitored for such types of requests only. All information you provide will be kept confidential and will be used only to the extent required to provide needed exemptions or reasonable accommodations. Any other correspondence will not receive a response.
If you are a California resident, please click here to learn more about your privacy rights.
#J-18808-Ljbffr