UX Research Lead

📍 Job Overview

Job Title: UX Research Lead

Company: Banco PAN

Location: São Paulo, SP, Brazil

Job Type: Full-Time

Category: User Experience (UX) / Product Research

Date Posted: April 23, 2026

Experience Level: 5-10 Years

Remote Status: Hybrid

🚀 Role Summary

• Lead and develop a high-performing UX Research team, fostering a collaborative and innovative environment within the financial services sector.

• Ensure the consistent quality and rigor of UX research operations, from study design and execution to analysis, synthesis, and actionable recommendations.

• Elevate the communication of research insights through compelling narratives, strong visual design, and executive-ready materials to influence product strategy.

• Drive continuous improvement in UX research processes and deliverables by monitoring industry trends, including AI advancements, and evaluating relevant tools.

• Oversee the selection and implementation of research technology, including recruitment platforms, repositories, analysis tools, and AI-driven solutions, to enhance efficiency and quality.

📝 Enhancement Note: This role is crucial for a financial institution like Banco PAN, which emphasizes innovation and customer-centricity. The UX Research Lead will be instrumental in shaping product development by translating complex user needs and behaviors into clear, actionable strategies, directly impacting the company's digital transformation efforts. The role requires a blend of strong research methodology expertise, leadership capabilities, and strategic thinking to align user insights with business objectives in a competitive banking landscape.

📈 Primary Responsibilities

• Manage and mentor a team of UX Researchers, providing guidance on methodologies, career development, and performance management to foster a culture of excellence and continuous learning.

• Define and enforce best practices for UX research, ensuring adherence to established standards, rituals, and methodologies across all projects to maintain consistency and high-quality outputs.

• Conduct end-to-end strategic UX research projects, including defining hypotheses, selecting appropriate methods, executing studies, analyzing data, synthesizing findings, and presenting clear, data-driven recommendations.

• Develop compelling narratives and visual materials to effectively communicate research insights to diverse stakeholders, including product managers, designers, engineers, and executive leadership, facilitating informed decision-making.

• Stay abreast of emerging trends and innovations in UX research, particularly in the application of Artificial Intelligence (AI), and proactively integrate new techniques and tools to enhance research efficiency and impact.

• Evaluate and recommend cutting-edge research tools and technologies, including those leveraging AI, to optimize recruitment processes, data analysis, insight management, and overall operational efficiency.

• Serve as a data-driven decision-maker, utilizing multiple quantitative and qualitative data sources to inform research design, analysis, and strategic recommendations.

• Collaborate closely with cross-functional teams, including Product, Design, Engineering, and Marketing, to identify research opportunities and integrate user insights throughout the product development lifecycle.

• Champion the voice of the customer within the organization, ensuring that user needs and pain points are central to product strategy and design.

📝 Enhancement Note: The emphasis on "strategic research" and "high complexity" suggests the Lead will tackle foundational, high-impact projects rather than solely tactical, feature-level research. The responsibility for evaluating AI in research tools indicates a forward-thinking approach to operational efficiency and innovation within the research function.

🎓 Skills & Qualifications

Education:

Experience:

• 5-10 years of progressive experience in User Experience (UX) Research roles, with a proven track record of leading research initiatives and delivering actionable insights.

• Demonstrated experience in managing and developing a research team, including mentorship, performance feedback, and fostering a collaborative team environment.

Required Skills:

• Mastery of Diverse Research Methodologies: Deep expertise in qualitative and quantitative research methods, including usability testing (moderated and unmoderated), user interviews, surveys, card sorting, tree testing, diary studies, ethnographic research, and journey mapping.

• Analytical and Synthesis Skills: Exceptional ability to structure complex problems, analyze diverse data sets (qualitative and quantitative), synthesize findings into clear insights, and translate them into actionable product recommendations.

• Data-Driven Approach: Proficient in leveraging multiple data sources, including user feedback, behavioral analytics (e.g., web analytics), and market research, to inform research design and validate findings.

• Exceptional Communication and Influence: Strong verbal and written communication skills, with the ability to articulate research findings clearly and persuasively to technical and non-technical stakeholders, including executive leadership.

• Storytelling and Visual Communication: Proven ability to craft compelling narratives and create visually engaging presentations and reports that effectively convey research insights and drive alignment.

• Stakeholder Management: Experience in collaborating with and influencing cross-functional teams (Product, Design, Engineering, Marketing) and managing priorities effectively.

• Leadership and Team Development: Proven ability to lead, mentor, and develop a team of researchers, fostering a positive and productive work environment.

• Strategic Thinking: Capacity to connect research insights to broader business objectives and contribute to strategic product planning.

Preferred Skills:

• Web Analytics and Navigation Analysis Tools: Experience with tools like Google Analytics, Adobe Analytics, Hotjar, or similar platforms for understanding user behavior on digital platforms.

• Familiarity with AI in Research: Understanding of how AI can be applied to UX research processes, such as sentiment analysis, automated transcription, or predictive modeling.

• Agile Methodologies: Experience working within Agile development frameworks and integrating UX research into iterative product development cycles.

• Proficiency in Research Tools: Familiarity with a range of UX research software for recruitment, survey administration, usability testing, and analysis.

📝 Enhancement Note: The required skills emphasize a blend of deep methodological expertise, strong analytical and communication capabilities, and leadership potential, aligning with the "Lead" aspect of the title. The mention of AI and web analytics points to the need for modern, data-informed research practices.

📊 Process & Systems Portfolio Requirements

Portfolio Essentials:

• Demonstrated Research Process: Showcase end-to-end research projects, clearly detailing the problem statement, research questions, chosen methodologies, execution process, analysis approach, synthesized findings, and concrete recommendations.

• Impact and Outcomes: Highlight the impact of your research on product decisions, user experience improvements, and business outcomes. Quantify results whenever possible (e.g., increased conversion rates, reduced task completion times, improved user satisfaction scores).

• Methodological Diversity: Present examples that demonstrate proficiency across a range of research methods (e.g., usability testing, in-depth interviews, surveys, card sorting).

• Communication Artifacts: Include examples of compelling research reports, executive summaries, presentations, or storyboards that effectively communicate complex insights to various audiences.

• Leadership and Team Contributions: If applicable, include examples of how you have mentored junior researchers, improved team processes, or contributed to the strategic direction of research efforts.

Process Documentation:

• Workflow Design and Optimization: Candidates should be prepared to discuss how they have designed, documented, and optimized UX research workflows to ensure efficiency, consistency, and scalability.

• Methodology Standardization: Evidence of establishing and maintaining research standards and best practices within a team or organization.

• Tool Evaluation and Implementation: Experience in evaluating, recommending, and implementing new research tools or technologies to enhance research capabilities and operational efficiency.

• Insight Synthesis and Reporting: Documented processes for synthesizing research findings into clear, actionable insights and communicating them effectively to stakeholders.

📝 Enhancement Note: For a Lead role, a portfolio should not only showcase individual research work but also demonstrate an understanding of how to build and manage a research function, including process definition, tool selection, and team development. The emphasis on "impact and outcomes" is critical for demonstrating business value.

💵 Compensation & Benefits

Salary Range:

Benefits:

• Financial: Bonus / Profit Sharing (PLR), 13th Salary for Food Voucher.

• Health & Wellness: Medical Plan (private room for hospitalization for primary holder and dependents), Dental/Orthodontic Plan, Medical Clinic at the office, Unlimited Telemedicine (Dr. Alper - Einstein Conecta), 4 monthly psychotherapy sessions, Wellhub/Totalpass, Vaccination campaigns.

• Life & Family: Life Insurance, Extended Family Leave (6 months for primary caregiver, 30 days for secondary caregiver), Childcare/Nanny Assistance, Pregnancy Support Program (AcomPANha), Funeral Assistance.

• Employee Perks: Pharmacy discounts (over 10,000 pharmacies), Assistive Technology Support (85% reimbursement for employees with disabilities), Professional Development Programs, Beauty Salon at the office, Legal, Financial, Psychological, and Social Guidance (PAE), Discount Portal (Allya), Transportation Voucher (4% discount).

• Financial Services: Facilitation in vehicle financing (subject to analysis), PAN credit card with differentiated limit (subject to analysis).

Working Hours:

• Standard full-time work week, typically around 40 hours. The role requires a hybrid presence in the São Paulo office 2-3 days per week, allowing for flexibility in scheduling research activities and team interactions.

📝 Enhancement Note: The salary range is an estimate based on publicly available data for similar roles in São Paulo and general industry standards for leadership positions in UX Research. The extensive list of benefits provided by Banco PAN highlights a strong commitment to employee well-being and work-life balance, which can be a significant draw for candidates.

🎯 Team & Company Context

🏢 Company Culture

Industry: Banking and Financial Services. Banco PAN operates within a highly regulated and competitive sector, emphasizing digital transformation, customer experience, and innovative financial solutions.

Company Size: Large Enterprise (implied by the comprehensive benefits and structured operations). This suggests established processes, significant resources, and opportunities for impact within a large organization.

Founded: Founded in 1969, Banco PAN has a long history, evolving to become a modern digital bank. This history suggests a blend of established financial practices with a forward-looking approach to technology and customer service.

Team Structure:

• The UX Research team is part of a broader UX area that drives the bank's digital transformations.

• The UX Research Lead will manage a team of UX Researchers, reporting into a higher-level UX or Product leadership position.

Methodology:

• Customer-Centric Approach: The company explicitly states its mission involves transforming lives through knowledge and placing the customer at the center of product development.

• Data-Driven Decision Making: The role emphasizes being "data-driven" and using multiple data sources for analysis and insights.

• Agile and Innovative: The company culture is described as "Agile, flexible, and creative," with a willingness to "take on new challenges" and "make things happen."

• Focus on Efficiency and Quality: The role emphasizes ensuring consistency, quality, and efficiency in research deliverables and leveraging tools, including AI, for improvement.

Company Website: https://www.bancopan.com.br/

📝 Enhancement Note: Banco PAN's culture appears to value intensity, non-conformity, efficiency, teamwork, and integrity. For a UX Research Lead, this translates to a need for proactive, results-oriented individuals who can drive change while maintaining high standards and collaborating effectively across a large financial institution.

📈 Career & Growth Analysis

Operations Career Level: This is a leadership role within the UX Research discipline, positioned as a "Lead." It signifies a senior individual contributor or early-stage management role responsible for guiding a team, setting research standards, and influencing strategic product decisions. It's a critical step for experienced UX Researchers looking to expand their leadership scope and impact.

Reporting Structure: The UX Research Lead will likely report to a Head of UX, Director of Product, or a similar senior management role overseeing product development and user experience functions. They will manage a team of individual contributor UX Researchers.

Operations Impact: The UX Research Lead's work directly impacts the success of digital products and services by ensuring they meet user needs, are intuitive to use, and contribute to key business objectives such as customer acquisition, retention, satisfaction, and revenue growth for Banco PAN. Their insights will guide product roadmaps and feature development, minimizing risk and maximizing the chances of successful product adoption in the competitive financial services market.

Growth Opportunities:

• Leadership Advancement: Potential to grow into a Senior Manager or Director of UX Research/Product Insights role, overseeing larger teams and broader research strategies.

• Strategic Influence: Opportunity to play a more significant role in shaping the overall product strategy and vision for Banco PAN by providing high-level user insights.

• Specialization: Deepen expertise in specific research areas, such as AI-driven research, advanced quantitative methods, or longitudinal user studies.

• Cross-Functional Leadership: Potential to lead cross-functional initiatives that leverage user insights to drive business transformation across different departments.

• Industry Recognition: Contribute to thought leadership in UX research within the financial services sector through presentations or publications.

📝 Enhancement Note: The role offers a clear path for career progression from an experienced individual contributor to a leadership position. The emphasis on strategic impact within a large financial institution provides significant opportunities for professional development and influence.

🌐 Work Environment

Office Type: Hybrid work model, requiring 2-3 days per week in the São Paulo office. This suggests a modern office environment designed to support collaboration, focused work, and team interaction.

Office Location(s): São Paulo, SP, Brazil. Specific details about the office location would typically be provided during the interview process, but it's a major metropolitan hub offering excellent connectivity.

Workspace Context:

• Collaborative Spaces: The office environment is likely equipped with meeting rooms, brainstorming areas, and open spaces to facilitate teamwork and cross-functional discussions, crucial for a hybrid model.

• Technology Integration: Access to necessary technology, including reliable internet, video conferencing tools, and potentially specialized hardware for research activities, will be available.

• Team Interaction: The hybrid model encourages focused work during remote days and collaborative sessions, team building, and strategic alignment during office days. The presence of an on-site medical clinic and beauty salon indicates a supportive and employee-centric physical workspace.

Work Schedule: Standard working hours (approximately 40 hours/week) with the flexibility afforded by a hybrid arrangement, allowing researchers to manage their time effectively for both focused work and collaborative meetings.

📝 Enhancement Note: The hybrid model balances the benefits of remote work (flexibility, focus) with the advantages of in-office collaboration, which is particularly important for a leadership role that requires team cohesion and stakeholder engagement. The extensive on-site amenities suggest a well-resourced and employee-focused physical workplace.

📄 Application & Portfolio Review Process

Interview Process:

• Initial Screening: A recruiter or HR representative will likely conduct an initial screening to assess basic qualifications, cultural fit, and salary expectations.

• Hiring Manager Interview: A deep dive into your experience, leadership style, research methodologies, and problem-solving approach, often with the direct hiring manager (likely a senior UX/Product leader). Be prepared to discuss your portfolio.

• Team/Peer Interviews: Interviews with other UX Researchers, Designers, Product Managers, or relevant stakeholders to assess collaboration skills, technical expertise, and fit within the team dynamics.

• Case Study/Portfolio Presentation: A critical stage where you will present your portfolio, often focusing on 1-2 key projects that demonstrate your leadership, strategic thinking, research rigor, and impact. You may also be asked to complete a take-home assignment or live case study.

• Final Interview: Potentially with a higher-level executive (e.g., VP of Product, Head of Digital) to assess strategic alignment and overall fit for the organization.

Portfolio Review Tips:

• Curate for Leadership: Select projects that showcase your ability to lead research initiatives, mentor others, and influence strategic decisions, not just individual research execution.

• Tell a Story: Structure each case study with a clear narrative: the business/user problem, your approach (methodology, hypothesis), your role and contributions, key findings, recommendations, and most importantly, the impact/outcomes.

• Quantify Impact: Wherever possible, use metrics and data to demonstrate the tangible results of your research (e.g., improved conversion rates, reduced user errors, increased NPS).

• Showcase Communication Skills: Ensure your presentation materials are clear, concise, visually appealing, and tailored to an executive audience.

• Prepare for Questions: Anticipate questions about your decision-making process, how you handle conflicting feedback, how you prioritize research, and how you scale research operations.

Challenge Preparation:

• Understand the Business Context: Research Banco PAN's products, services, target audience, and recent initiatives. Understand their core values and how UX research contributes to their goals.

• Be Ready for Methodological Questions: Prepare to discuss the pros and cons of different research methods and when to apply them.

• Practice Presenting: Rehearse your portfolio presentation, focusing on clarity, conciseness, and impact. Practice articulating your thought process and answering questions confidently.

• Consider AI's Role: Be prepared to discuss how you see AI impacting UX research and how you would leverage it to improve efficiency and insights.

📝 Enhancement Note: The interview process is designed to assess not only research expertise but also leadership potential, strategic thinking, and the ability to drive impact within a large financial organization. A strong, well-articulated portfolio is paramount.

🛠 Tools & Technology Stack

Primary Tools:

• Usability Testing Platforms: Tools like UserTesting.com, Lookback, Maze, or specialized internal platforms for conducting moderated and unmoderated usability tests.

• Survey and Questionnaire Tools: Platforms such as SurveyMonkey, Typeform, Google Forms, or Qualtrics for designing and distributing surveys.

• Recruitment and Participant Management: Tools for sourcing, screening, and managing research participants, potentially including services like User Interviews or internal databases.

• Data Analysis and Synthesis Tools: Software for qualitative data analysis (e.g., Dovetail, NVivo) and quantitative analysis (e.g., Excel, SPSS, R, Python for advanced analysis).

• Collaboration and Documentation: Tools like Confluence, Notion, Google Workspace, or Miro for documenting research plans, findings, and collaborating with teams.

Analytics & Reporting:

• Web Analytics: Google Analytics, Adobe Analytics, or similar tools to understand user behavior on digital platforms.

• Heatmap and Session Recording Tools: Hotjar, FullStory, or similar for visualizing user interaction patterns and reviewing session recordings.

• Data Visualization Tools: Tableau, Power BI, or Looker for creating dashboards and reports to communicate research findings and key metrics effectively.

CRM & Automation:

• CRM Systems: While not directly managed by UX Research, an understanding of how CRM data (e.g., Salesforce, or specific financial CRMs) can inform user segmentation and research is beneficial.

• Automation Tools: Experience with or openness to exploring tools that automate research tasks, such as transcription services, sentiment analysis, or AI-powered insight generation.

• Integration Platforms: Understanding how research tools might integrate with other systems to enrich data insights.

📝 Enhancement Note: The role requires proficiency with a broad range of UX research tools. The company's interest in AI suggests a willingness to adopt innovative technologies, so candidates with experience or curiosity in this area will be well-positioned.

👥 Team Culture & Values

Operations Values:

• Customer Focus: A deep commitment to understanding and advocating for the customer, ensuring their needs are met and their experience is exceptional. This aligns with PAN's mission.

• Data-Driven: A belief in using evidence and data to inform decisions, validate hypotheses, and measure impact, rather than relying solely on intuition.

• Efficiency and Quality: A drive to deliver high-quality research outcomes efficiently, optimizing processes and leveraging technology to maximize impact.

• Collaboration and Teamwork: A value placed on working effectively with cross-functional partners, sharing knowledge, and achieving collective goals.

• Innovation and Continuous Improvement: An openness to exploring new methodologies, tools (including AI), and approaches to elevate the practice of UX research.

• Integrity: Upholding ethical research practices and maintaining transparency in findings and processes.

Collaboration Style:

• Cross-Functional Integration: The UX Research Lead will be expected to foster strong working relationships with Product, Design, Engineering, and Marketing teams, embedding research insights into their workflows.

• Proactive Communication: Regularly sharing findings, insights, and research plans with relevant stakeholders to ensure alignment and gather input.

• Feedback and Iteration: Embracing a culture of constructive feedback, both giving and receiving, to refine research processes and deliverables.

• Knowledge Sharing: Actively participating in and promoting the sharing of research knowledge and best practices across the organization.

📝 Enhancement Note: The core values of Banco PAN—Intensity, Non-conformity, Efficiency, Team Spirit, and Integrity—are directly reflected in the expected behaviors and operational focus of this role. Candidates should demonstrate how their work aligns with these principles.

⚡ Challenges & Growth Opportunities

Challenges:

• Scaling Research in a Large Organization: Ensuring consistent research quality and impact across numerous product teams and initiatives within a large financial institution.

• Balancing Strategic vs. Tactical Research: Effectively managing time and resources to address both high-level strategic questions and immediate tactical product needs.

• Driving Behavioral Change: Influencing product roadmaps and design decisions based on research findings, especially when faced with competing priorities or established opinions.

• Integrating AI and New Technologies: Staying ahead of the curve with emerging AI tools and methodologies in UX research and effectively implementing them within a regulated industry.

• Data Overload and Synthesis: Managing and synthesizing large volumes of qualitative and quantitative data from multiple sources to derive meaningful and actionable insights.

Learning & Development Opportunities:

• Advanced Methodologies: Opportunities to explore and implement cutting-edge research techniques, including advanced qualitative analysis, large-scale quantitative studies, and AI-assisted research.

• Leadership and Management Skills: Development in team leadership, strategic planning, stakeholder management, and influencing senior leadership.

• Industry Conferences and Certifications: Support for attending relevant UX research conferences (e.g., CHI, UXR Conf) and pursuing professional certifications.

• Cross-Functional Exposure: Gaining deeper understanding of different areas of the banking and financial services business through collaboration.

• Mentorship: Access to mentorship from senior leaders within Banco PAN to guide career growth and strategic development.

📝 Enhancement Note: The challenges presented are typical for a leadership role in a large, evolving company. The growth opportunities are substantial, offering a clear path for professional development in both technical research skills and leadership capabilities.

💡 Interview Preparation

Strategy Questions:

• "How would you approach developing a UX research strategy for a new digital banking product at Banco PAN, considering our company values and the competitive landscape?" (Focus on strategic planning, methodology selection, and alignment with business goals).

• "Describe a time you had to influence a key stakeholder or team with challenging research findings. What was your approach, and what was the outcome?" (Focus on communication, influence, negotiation, and data storytelling).

Company & Culture Questions:

• "How do you see your leadership style aligning with Banco PAN's core values of Intensity, Non-conformity, Efficiency, Team Spirit, and Integrity?" (Prepare specific examples of how you embody these values in your work).

• "How would you foster a culture of user-centricity and continuous research within cross-functional product teams?" (Focus on collaboration, education, and embedding research into workflows).

Portfolio Presentation Strategy:

• Structure your presentation: Start with an executive summary, outline the problem and objectives, detail your research process and role, present key findings clearly, and conclude with actionable recommendations and demonstrated impact.

• Highlight Leadership: For each case study, emphasize your role in leading the research, mentoring team members (if applicable), and influencing decisions.

• Showcase Data Synthesis: Clearly articulate how you synthesized complex data into actionable insights, using visuals and concise language.

• Quantify Impact: Be ready to discuss the business or user outcomes of your research. If exact metrics are unavailable, discuss the qualitative impact and how it informed decisions.

• Be Prepared for Q&A: Anticipate questions about your methodology choices, challenges encountered, alternative approaches, and how you would apply lessons learned to future projects at Banco PAN.

📝 Enhancement Note: Interview preparation should focus on demonstrating not just research proficiency but also leadership acumen, strategic thinking, and a clear understanding of how UX research drives business value in a financial services context.

📌 Application Steps

To apply for this UX Research Lead position at Banco PAN:

• Submit your application: Utilize the provided application link on Greenhouse.

• Tailor your Resume: Highlight keywords related to UX Research, leadership, specific methodologies (usability testing, interviews, surveys, etc.), data analysis, stakeholder management, and any experience in the financial services industry. Quantify achievements where possible.

• Prepare your Portfolio: Assemble a professional portfolio that showcases 2-3 of your most impactful UX research projects. Ensure it clearly details your role, methodology, findings, recommendations, and the resulting impact. Be ready to present this virtually or in person.

• Research Banco PAN: Familiarize yourself with Banco PAN’s mission, values, products, and recent news. Understand their commitment to digital transformation and customer experience.

• Practice your Narrative: Prepare concise answers to common interview questions, focusing on behavioral examples that demonstrate your leadership, problem-solving skills, and alignment with the company's culture. Rehearse your portfolio presentation.

⚠️ Important Notice: This enhanced job description includes AI-generated insights and operations industry-standard assumptions. All details should be verified directly with the hiring organization before making application decisions.