Title:  User Experience Researcher, Global Transaction Banking, Toronto

Requisition ID: 224768

Join a purpose driven winning team, committed to results, in an inclusive and high-performing culture.

Global Transaction Banking 

Global Transaction Banking (GTB) is the payments and transaction engine of Scotiabank. We support Small Business, Commercial and Corporate clients with effective treasury management solutions coupled with a best-in-class service model, making it easy for clients to do business with us.

As businesses build their digital capabilities and transform their operating models, their payment needs are evolving too. Boasting a unique global footprint, GTB’s comprehensive suite of innovative banking solutions help our business clients generate operational efficiencies, streamline and simplify payments, improve working capital performance, and mitigate financial risk.

At Scotiabank, we embrace your strengths, ideas, and ambitions. GTB is a fast-growing team with a focus on the Americas, particularly Canada, the U.S., Mexico, and we are seeking top tier talent to complement our organization.

Join a purpose-driven winning team, committed to results, in an inclusive and high-performing culture.

Purpose
Do you like new challenges? Are you ready to reach new heights in your career and become part of an established disruptor? If so, come join us and help redefine the Global Cash Management banking landscape!
 

Are you a design researcher with a passion for strategic thinking? Do you want to ensure that the business makes decisions based on having the Client at the heart of everything we do?

Are you driven to make things simpler, more intuitive and more innovative? Do you want to help Global Cash Management become a more Client-centric organization, and drive innovation for the next generation of corporate and commercial banking?

In this role, we are looking for people with vision and energy to help us in our quest to change the future of corporate and commercial banking and help elevate the practice of UX research within Scotiabank. You will contribute your research expertise to new initiatives to help us create useful, usable, and delightful new products and features for our customers. You’ll inspire change at all stages of product development by delivering compelling written, in-person and visual presentations of your findings. You should have existing experience in qualitative research. 

What You’ll Do:

• Conduct remote and in-person user research using a range of methods, which may include usability testing, surveys, interviews, competitor research, card sorting, and tree testing, to verify mental models, validate concepts, evaluate designs, and support the ongoing development and improvement of Scotiabank digital products.
• Participate in design critiques and ideation sessions. Use these and other opportunities to share findings and insights from research and share key feedback from users.
• Work with project teams to help determine research needs, identify the most appropriate methods, create protocols and plans, generate recruitment screeners, moderate sessions, analyze results, compile reports, and present findings. 
• Design and execute studies that address both user behavior and attitudes, using the right methodology for the right questions 
• Generate insights that fuel ideation, and summarize findings, insights and recommendations using great storytelling and visuals to create engaging presentations for various teams and levels of management
• Work cross-functionally with design, customer experience (CX), product management, data science, content strategy, engineering and marketing to evaluate concepts and monitor the implementation so solutions remain client-centric
• Contribute to our centralized UX research repository, supporting with the creation of UX research documentation and templates, and tracking of insights, findings and recommendations from studies 
• Work with the team to evolve and innovate the UX Research practice, and support other researchers on the team
• Drive inclusiveness in principle and practice.
• Incorporate a “continuous discovery” approach to informing and guiding product design and development.
• Advocate for the people who use our products

What You'll Bring:

• Embody empathy, curiosity, and patience
• Are great communicators
• Are comfortable with an iterative design process with constant collaboration
• Take initiative, bring ideas to the table, and own their projects
• Value open communication and working on an exceptionally transparent team
• Are collaborative and strive to make others successful
• Enjoy being active contributors to a tight knit community
• Are adaptable and enjoy variety and a fast-paced team
• Have excellent time-management skills and ability to work simultaneously across several projects
• B.A/B.S. in a field related to human behavior, such as HCI, psychology, anthropology, sociology, communication, information science, media studies, computer science, or economics, industrial design  
• 3-5 years’ experience in either UX Research, CX Research or Service Design
• Research experience in a product development or service design context
• Hands-on experience gathering requirements, prioritizing, planning research, identifying and recruiting the perfect participants, gathering data, analyzing & summarizing results, and sharing findings
• Comfort making design recommendations based on research and best practices
• Familiarity with combining qualitative and quantitative data
• A desire to continually experiment with and develop new methods
• Examples of how you influenced teams or companies to become more people-centred
• A love of asking questions, seeking answers, and working with others to solve difficult design problems
• Ability to be adaptable and navigate ambiguity with confidence 
• Demonstrated experience using UX Platforms such as Maze, Figma, Qualtrics, User Testing and other industry standard white-boarding tools (Mural, FigJam)
• Resilient personality, ability to accept and incorporate feedback and demonstrate constant desire to iterate

It's a bonus if you have:

• Conversational Spanish skills
• Experience measuring or demonstrating the impact of research and design (ROI)
• Spoken at conferences or written about research, UX, design, or strategy
• Hands-on experience with Adobe Analytics or Google Analytics, and using these tools to add insight to research studies
• Taught research methods in any context
• Explored non-traditional recruitment pools for research
• Experience using empathy labs in a UX research context

#LI-Hybrid
#GTB2025

Interested? 
If your experience is closely related but doesn’t align perfectly with every qualification, we do encourage you to apply - you might be the right candidate for this or other roles at Scotiabank! 
At Scotiabank, every employee is empowered to reach their fullest potential, respected for who they are and, embraced for their differences. That’s why we work to grow and diversify talent and engage employees in a performance-oriented culture.

What's in it for you? 
Scotiabank wants you to be able to bring your best self to work – and life, every day. With a focus on holistic well-being, our many flexible benefit programs are designed to help support your unique family, financial, physical, mental, and social health needs.
 

Location(s):  Canada : Ontario : Toronto 

Scotiabank is a leading bank in the Americas. Guided by our purpose: "for every future", we help our customers, their families and their communities achieve success through a broad range of advice, products and services, including personal and commercial banking, wealth management and private banking, corporate and investment banking, and capital markets.  

At Scotiabank, we value the unique skills and experiences each individual brings to the Bank, and are committed to creating and maintaining an inclusive and accessible environment for everyone. If you require accommodation (including, but not limited to, an accessible interview site, alternate format documents, ASL Interpreter, or Assistive Technology) during the recruitment and selection process, please let our Recruitment team know. If you require technical assistance, please click here. Candidates must apply directly online to be considered for this role. We thank all applicants for their interest in a career at Scotiabank; however, only those candidates who are selected for an interview will be contacted.