UX Researcher (1 year contract)

📍 Job Overview

Job Title: UX Researcher (1 year contract) Company: BMO (AIR MILES Reward Program) Location: Toronto, ON, CAN Job Type: FULL_TIME, CONTRACTOR Category: User Experience (UX) Research Date Posted: 2025-11-18 Experience Level: 2-5 years Remote Status: On-site

🚀 Role Summary

• Lead end-to-end UX research initiatives to inform product strategy and design decisions for the AIR MILES digital ecosystem (web, mobile, partner integrations).
• Utilize a comprehensive suite of qualitative and quantitative research methods to uncover deep user insights and drive a user-centered approach.
• Develop and execute research plans that align with business goals and translate complex findings into actionable recommendations for cross-functional teams.
• Champion user advocacy by collaborating closely with product managers, designers, and analytics teams to enhance customer experiences and product performance.

📝 Enhancement Note: While the job title is "UX Researcher," the core responsibilities and required skills strongly align with a specialized role focused on understanding user behavior within a loyalty program's digital touchpoints. The emphasis on analytics tools like Adobe Analytics and Heap alongside qualitative methods suggests a hybrid role that bridges traditional UX research with data analysis to inform business strategy. The "Customer Solutions" job family group further reinforces the strategic importance of this role.

📈 Primary Responsibilities

• End-to-End Research Leadership: Own the entire research lifecycle for projects, from initial scoping and planning through execution, synthesis, and delivery of actionable insights for the AIR MILES digital platforms.
• Mixed-Methods Research Expertise: Design and conduct a variety of research studies, including usability testing, customer journey mapping, card sorting, surveys, in-depth interviews, and field studies.
• Strategic Research Planning: Develop detailed research plans that clearly outline objectives, methodologies, participant recruitment strategies, timelines, and expected deliverables, ensuring alignment with AIR MILES' strategic vision.
• Cross-Functional Collaboration: Partner effectively with product managers, UX/UI designers, engineering teams, and the Analytics & Insights (A&I) team to integrate user feedback and quantitative data into product development cycles.
• Insight Synthesis and Communication: Analyze qualitative and quantitative data to identify key user behaviors, needs, and pain points, and compellingly present research findings and actionable recommendations to diverse stakeholders, including senior leadership.
• User Advocacy and Strategy Influence: Act as a strong advocate for the user within the organization, influencing product roadmaps, design decisions, and overall customer experience strategy based on research-driven insights.
• Tool Proficiency and Application: Leverage specialized UX research and analytics tools (e.g., Playbook UX, FullStory, Adobe Analytics, Heap) to gather, analyze, and present user behavior data.

📝 Enhancement Note: The responsibilities emphasize a need for proactive research leadership and strategic influence, going beyond simply executing studies. The expectation to combine insights from qualitative methods with quantitative data from analytics platforms like Adobe Analytics and Heap is a key differentiator for this role, suggesting a strategic focus on understanding user journeys and optimizing conversion funnels within the AIR MILES ecosystem.

🎓 Skills & Qualifications

Education:

• A Bachelor's degree in Psychology, Human-Computer Interaction (HCI), Anthropology, Sociology, Design, or a closely related field is preferred.
• Advanced degrees or certifications in UX research, behavioral science, or user-centered design are considered a strong asset.

Experience:

• 2-4 years of dedicated UX research experience, with a proven track record of successfully leading research projects for both web and mobile applications.
• Demonstrated experience conducting UX research within an e-commerce environment, with a solid understanding of user behavior in digital shopping contexts.

Required Skills:

• Qualitative Research Mastery: Expertise in conducting usability studies, in-depth interviews, contextual inquiries, and other qualitative methods to uncover nuanced user needs and pain points.
• Quantitative Research Proficiency: Strong experience with survey design and analysis, as well as interpreting behavioral data from analytics platforms.
• Research Planning & Execution: Ability to independently design, plan, and execute end-to-end research projects, from defining objectives to synthesizing findings.
• Analytics Tool Integration: Hands-on experience with analytics platforms such as Adobe Analytics and Heap to extract and analyze user behavior data.
• UX Research Tool Proficiency: Familiarity and practical experience with specialized UX research tools like Playbook UX, FullStory, or similar platforms for user testing and behavioral analysis.
• Stakeholder Management & Communication: Exceptional ability to present complex research findings clearly and persuasively to non-technical stakeholders, translating insights into actionable recommendations.
• Agile Collaboration: Proven experience working effectively within agile development environments and collaborating closely with product managers, designers, and engineering teams.
• Problem-Solving Acumen: Ability to thrive in a fast-paced, dynamic environment, effectively managing multiple projects simultaneously and prioritizing research efforts based on evolving business needs.

Preferred Skills:

• Experience with generative research methodologies to explore new product opportunities and unmet user needs.
• Familiarity with user journey mapping techniques and their application in strategic product planning.
• Understanding of loyalty program mechanics and customer behavior within such ecosystems.

📝 Enhancement Note: The specified experience range (2-4 years) combined with the mention of "leading research projects" suggests this role is mid-level, requiring independence and a solid foundation in research methodologies. Proficiency with specific analytics tools (Adobe Analytics, Heap) and UX platforms (Playbook UX, FullStory) is a critical requirement, indicating a data-driven research approach. The preference for e-commerce experience and loyalty program understanding highlights the specific domain knowledge valued for this position.

📊 Process & Systems Portfolio Requirements

Portfolio Essentials:

• Demonstrated Research Lifecycle: Showcase at least 2-3 comprehensive UX research projects that clearly illustrate your ability to manage the entire research process, from problem definition and planning through execution, analysis, and impact assessment.
• Methodological Diversity: Highlight projects that demonstrate proficiency in a range of qualitative and quantitative methods, including usability studies, interviews, surveys, and analysis of behavioral data.
• Actionable Insights & Impact: For each project, clearly articulate the key insights derived and, where possible, demonstrate the tangible impact of your research on product decisions, user experience improvements, or business outcomes.
• Cross-Functional Collaboration Examples: Include examples where your research directly influenced product strategy and design, showcasing your ability to collaborate effectively with product managers and designers.

Process Documentation:

• Research Plan Examples: Provide examples of well-structured research plans, outlining objectives, target users, methodologies, timelines, and anticipated deliverables.
• Synthesis and Reporting: Showcase your ability to synthesize complex qualitative and quantitative data into clear, concise, and actionable reports or presentations.
• Tool Utilization Documentation: Briefly describe how you've utilized specific UX research and analytics tools (e.g., Playbook UX, FullStory, Adobe Analytics, Heap) to gather, analyze, and present findings.

📝 Enhancement Note: Given the emphasis on end-to-end project ownership and mixed-methods research, a strong portfolio is paramount. Candidates should prepare to walk through specific case studies demonstrating their research process, decision-making, and the tangible outcomes of their work. The inclusion of analytics tools in the requirements suggests that demonstrating how data informs research and vice versa will be highly valued.

💵 Compensation & Benefits

Salary Range: $61,600.00 - $113,900.00 CAD per year (based on provided range)

Benefits:

• Health Insurance: Comprehensive health insurance coverage.
• Tuition Reimbursement: Support for continued education and professional development.
• Accident Insurance: Coverage for accidental injuries.
• Life Insurance: Financial protection for beneficiaries.
• Retirement Savings Plans: Opportunities to save for long-term financial security.
• Performance-Based Incentives: Potential for performance-related bonuses.
• Discretionary Bonuses: Additional bonus opportunities may be available.
• Other Perks & Rewards: Access to a variety of additional benefits and recognition programs.

Working Hours:

• The role is classified as FULL_TIME, suggesting a standard 40-hour work week. Specific daily schedules may vary, but expect a commitment to core business hours to facilitate collaboration.

📝 Enhancement Note: The provided salary range of $61,600 - $113,900 CAD for a UX Researcher (1-year contract) in Toronto is within the typical market range for this role and experience level in a major Canadian city. The salary is noted as "Salaried" and the range accounts for factors like location, skills, experience, and education. The benefits package is comprehensive, including health, retirement, and professional development support, which is standard for full-time roles at larger organizations like BMO. The contract nature of the role should be considered in the overall compensation negotiation.

🎯 Team & Company Context

🏢 Company Culture

Industry: Financial Services (Loyalty Program Subsidiary)

• AIR MILES operates within the highly competitive loyalty program sector, a subsidiary of BMO, Canada's oldest bank. This unique position offers the stability and resources of a major financial institution combined with the agility of a consumer-focused loyalty program. The industry demands a deep understanding of consumer behavior, data analytics, and a commitment to enhancing customer engagement and retention.

Company Size: Part of BMO, a large North American financial institution. AIR MILES itself has a significant operational footprint with over 10 million active collector accounts.

• This size implies a structured corporate environment with established processes, but also opportunities within the AIR MILES division for impactful individual contributions. Operations professionals can expect a blend of corporate standards and program-specific innovation.

Founded: AIR MILES launched in 1992. BMO was founded in 1817.

• This long history signifies a stable and established organization with deep roots in the Canadian market. For operations roles, it suggests a focus on robust, scalable, and reliable processes, with potential for long-term strategic initiatives.

Team Structure:

• The UX Researcher will be part of the "Customer Solutions" job family group, indicating a focus on enhancing customer interactions and product usability.
• This role will likely report into a UX Research Lead or Head of UX, with direct collaboration with Product Managers, UX/UI Designers, and the Analytics & Insights (A&I) team.
• Cross-functional collaboration is a key expectation, necessitating strong communication and partnership skills to integrate research findings across different departments.

Methodology:

• Data-Driven Insights: A strong emphasis on leveraging both qualitative and quantitative data to inform decisions. This includes user research, behavioral analytics, and market insights.
• Agile Development: The team operates within an agile framework, requiring flexible and iterative approaches to research and product development.
• User-Centered Design: A core principle is to deeply understand and advocate for user needs to shape intuitive and engaging product experiences.

Company Website: https://bmo.wd3.myworkdayjobs.com/en-US/External-AIR-MILES

📝 Enhancement Note: The context of AIR MILES as a BMO subsidiary is crucial. It suggests a corporate culture that values data-driven decision-making, robust processes, and a focus on customer loyalty within the financial services and retail sectors. Operations professionals can expect a structured environment with opportunities to influence user experience and product strategy.

📈 Career & Growth Analysis

Operations Career Level: Mid-Level UX Researcher (2-4 years experience)

• This role is positioned as a key contributor, responsible for leading individual research projects from start to finish. It requires a solid understanding of research methodologies and the ability to translate findings into actionable insights that influence product direction. It's a step up from junior roles, demanding independence and strategic thinking.

Reporting Structure:

• Likely reports to a Senior UX Researcher, UX Research Manager, or potentially a Product Lead within the Customer Solutions group.
• Close collaboration is expected with Product Managers, UX Designers, and the Analytics & Insights team, forming a core product development unit.

Operations Impact:

• The UX Researcher's insights directly impact product strategy, design decisions, and the overall customer experience of the AIR MILES digital platforms.
• By ensuring products are intuitive and meet user needs, this role contributes to increased user engagement, loyalty, and potentially conversion rates, which are critical metrics for a rewards program.
• The role's influence extends to optimizing user journeys within the loyalty ecosystem, directly affecting member satisfaction and program value.

Growth Opportunities:

• Specialization: Deepen expertise in specific research methodologies (e.g., advanced qualitative techniques, complex quantitative analysis) or gain expertise in loyalty program user behavior.
• Leadership: Transition into Senior UX Researcher roles, leading larger or more complex research initiatives, mentoring junior researchers, or taking on a lead role in specific product areas.
• Cross-Functional Mobility: Develop stronger product strategy skills and potentially move into Product Management roles, leveraging deep user understanding.
• Skill Expansion: Gain further proficiency in data analytics tools and their application to UX research, or explore areas like service design.
• Contract to Permanent: Depending on performance and business needs, there may be opportunities to transition into a permanent role within BMO or AIR MILES.

📝 Enhancement Note: As a 1-year contract role, this position offers significant opportunities for skill development and portfolio building. The ability to lead projects and influence strategy provides a strong foundation for future career advancement, whether within BMO, AIR MILES, or the broader UX/product development field. Demonstrating impact and adaptability will be key to unlocking further growth.

🌐 Work Environment

Office Type: On-site (Toronto, ON)

• The role is based at BMO's office at 250 Yonge Street in Toronto, indicating a professional, corporate office environment. This setting typically offers dedicated workspaces, meeting rooms, and access to office amenities.

Office Location(s):

• Primary location: 250 Yonge Street, Toronto, ON, Canada.

Workspace Context:

• Collaborative Hub: The office environment is likely designed to foster collaboration, with shared spaces, meeting rooms, and opportunities for impromptu discussions with colleagues from product, design, and analytics.
• Technology & Tools: Access to standard office technology, high-speed internet, and potentially specialized UX research software and hardware. The role requires proficiency with specific digital tools (Adobe Analytics, Heap, Playbook UX, FullStory).
• Team Interaction: Expect regular in-person interactions with the immediate product team and broader AIR MILES stakeholders, facilitating effective communication and teamwork.

Work Schedule:

• Full-time, likely adhering to standard business hours (e.g., 9 AM - 5 PM EST) to ensure alignment with team members and stakeholders. Flexibility may be offered, but on-site presence is required.

📝 Enhancement Note: The on-site requirement in a major downtown Toronto office suggests a professional, collaborative work environment. Operations professionals should be prepared for a structured setting that supports team cohesion and direct interaction, which is often beneficial for complex problem-solving and strategic alignment.

📄 Application & Portfolio Review Process

Interview Process:

• Initial Screening: A recruiter or hiring manager will likely conduct an initial phone screen to assess basic qualifications, experience, and cultural fit.
• Hiring Manager Interview: A more in-depth discussion focused on your UX research experience, methodologies, and approach to problem-solving.
• Portfolio Presentation: A critical stage where you will present a selection of your UX research projects. This is an opportunity to showcase your process, insights, and impact. Be prepared to discuss your role, the challenges faced, and the outcomes.
• Cross-Functional Interviews: Interviews with key collaborators such as Product Managers, UX Designers, and potentially members of the Analytics & Insights team. These will assess your collaboration skills and ability to integrate research into product development.
• Final Interview: May involve a senior leader or hiring manager for a final assessment of your fit and potential contribution.

Portfolio Review Tips:

• Curate Strategically: Select 3-4 projects that best showcase your end-to-end research capabilities, diverse methodologies (qualitative and quantitative), and impact. Prioritize projects relevant to digital products, e-commerce, or loyalty programs.
• Structure Your Case Studies: For each project, clearly outline:
  • The Business Problem/Objective
  • Your Role and Responsibilities
  • The Research Questions
  • Methodologies Used (and why)
  • Key Findings and Insights
  • Recommendations and Actions Taken
  • The Impact/Outcome (quantify if possible)
• Highlight Data Integration: Explicitly show how you integrated qualitative findings with quantitative data (e.g., from Adobe Analytics, Heap) to provide a holistic view.
• Demonstrate Communication Skills: Practice presenting your work concisely and engagingly, tailoring your language to a potentially mixed audience of researchers, designers, and product professionals. Be ready for follow-up questions.
• Showcase Tool Proficiency: Briefly mention the specific tools you used in your projects (e.g., Playbook UX, FullStory, Adobe Analytics) and how they contributed to the research outcomes.

Challenge Preparation:

• Hypothetical Research Scenario: You might be asked to outline a research plan for a given product problem or feature. Focus on defining clear objectives, appropriate methodologies, and how you would measure success.
• Data Interpretation: Be prepared to discuss how you interpret user data and translate it into actionable insights.
• Stakeholder Alignment: Practice articulating how you would approach aligning research findings with the differing priorities of product, design, and business stakeholders.

📝 Enhancement Note: The portfolio review is a central component of this application process. Candidates should meticulously prepare their case studies, ensuring they highlight not only research execution but also strategic thinking, collaboration, and measurable impact. The emphasis on analytics tools suggests demonstrating data integration will be a significant advantage.

🛠 Tools & Technology Stack

Primary Tools:

• UX Research Platforms: Playbook UX, FullStory (or similar platforms for user testing, session replay, and behavioral analysis).
• Qualitative Research Tools: Tools for conducting interviews, usability testing (e.g., Lookback, UserTesting.com), and survey creation (e.g., SurveyMonkey, Qualtrics).
• Collaboration & Documentation: Standard office suites, project management tools (e.g., Jira, Asana), and collaborative design platforms (e.g., Figma, Miro).

Analytics & Reporting:

• Web/App Analytics: Adobe Analytics, Heap (essential for understanding user behavior quantitatively).
• Data Visualization: Tools for presenting data insights, potentially including Tableau or similar BI tools, though not explicitly stated.

CRM & Automation:

• While not directly listed as a requirement for this UX Researcher role, familiarity with CRM systems (like Salesforce) and marketing automation platforms can provide context for user journeys within a business ecosystem.

📝 Enhancement Note: Proficiency with Adobe Analytics and Heap is a critical requirement, indicating a strong emphasis on data-driven UX research. Candidates should be prepared to discuss their experience using these tools to gather insights and inform research. Familiarity with specialized UX platforms like Playbook UX and FullStory is also expected.

👥 Team Culture & Values

Operations Values:

• User-Centricity: A deep commitment to understanding and advocating for the user in all product development decisions.
• Data-Driven Decision Making: Reliance on both qualitative insights and quantitative data to guide strategy and product improvements.
• Collaboration & Partnership: Working effectively across teams (Product, Design, Analytics, Engineering) to achieve shared goals.
• Agility & Adaptability: Embracing iterative development and being responsive to changing user needs and business priorities.
• Impact & Results: Focusing on delivering research that leads to tangible improvements in user experience and business outcomes.

Collaboration Style:

• Integrated Teamwork: Expect a highly collaborative environment where UX researchers work hand-in-hand with product managers and designers to define problems, conduct research, and iterate on solutions.
• Open Communication: A culture that encourages open feedback, knowledge sharing, and constructive debate to foster innovation and continuous improvement.
• Cross-Functional Alignment: Proactive communication and relationship-building with stakeholders across different departments to ensure research findings are understood, accepted, and acted upon.

📝 Enhancement Note: The culture likely emphasizes a blend of analytical rigor (from BMO's financial services background) and user-focused innovation (from AIR MILES' loyalty program nature). Operations professionals will thrive in an environment that values data, collaboration, and a clear focus on improving the customer experience.

⚡ Challenges & Growth Opportunities

Challenges:

• Balancing Speed and Rigor: In a fast-paced agile environment, the challenge is to conduct thorough research without hindering development velocity. Prioritization and efficient methodologies will be key.
• Integrating Diverse Data Sources: Synthesizing insights from qualitative research with complex quantitative data from analytics platforms requires strong analytical and interpretive skills.
• Influencing Stakeholders: Effectively communicating research findings and driving action among diverse stakeholders with varying priorities and levels of UX understanding.
• Contract Role Dynamics: Navigating the specific objectives and timeline constraints of a 1-year contract while aiming to make a significant impact.

Learning & Development Opportunities:

• Deepen Analytics Integration: Gain extensive experience in using Adobe Analytics and Heap to inform and validate UX research, becoming an expert in behavioral data analysis for UX.
• Expand Methodological Toolkit: Opportunity to refine and expand expertise in a wide range of qualitative and quantitative UX research methods.
• Product Strategy Exposure: Work closely with product teams to understand strategic objectives, contributing insights that directly shape product roadmaps.
• Cross-Functional Skill Development: Enhance collaboration and communication skills through close work with product, design, and business teams.
• Portfolio Enhancement: Build a robust portfolio with impactful projects that can accelerate future career growth.

📝 Enhancement Note: The contract nature of this role presents a unique challenge and opportunity. For operations professionals, it's a chance to gain focused experience in a specific domain (loyalty programs, e-commerce) and build a strong portfolio under a reputable brand, potentially leading to further opportunities.

💡 Interview Preparation

Strategy Questions:

• "Describe a time you led an end-to-end UX research project. What was the problem, your approach, what did you learn, and what was the impact?" (Focus on demonstrating process, insights, and outcomes).
• "How do you decide which research methods to use for a given project? Walk me through your decision-making process." (Highlight your understanding of method trade-offs and alignment with research goals).
• "Imagine we're looking to improve the redemption process for AIR MILES. What would be your initial research approach?" (Demonstrate strategic thinking, problem decomposition, and method selection).

Company & Culture Questions:

• "What interests you about working for the AIR MILES Reward Program and BMO?" (Research the program's value proposition and BMO's broader mission).
• "How do you advocate for the user when there are conflicting business priorities?" (Showcase your user advocacy skills and negotiation tactics).
• "Describe your experience working in an agile environment. How do you integrate research into agile sprints?" (Emphasize adaptability and iterative research practices).

Portfolio Presentation Strategy:

• Storytelling: Frame your portfolio projects as compelling narratives with a clear beginning (problem), middle (process/insights), and end (impact/recommendations).
• Quantify Impact: Wherever possible, use metrics to demonstrate the success of your research (e.g., "reduced task completion time by X%", "increased user satisfaction by Y points," "informed feature that led to Z% increase in engagement").
• Showcase Data Synthesis: Clearly articulate how you combined qualitative findings with quantitative data (e.g., from Adobe Analytics, Heap) to build a comprehensive understanding.
• Be Prepared for Deep Dives: Anticipate detailed questions about your methodology, participant selection, analysis techniques, and how you handled challenges.

📝 Enhancement Note: Prepare to discuss specific examples of how you've used tools like Adobe Analytics and Heap in your research process. The interview will likely assess not just your research skills but also your ability to collaborate, communicate, and drive product decisions within a business context.

📌 Application Steps

To apply for this UX Researcher position:

• Submit your application through the provided Workday link.
• Tailor your Resume: Highlight your experience in UX research, specifically mentioning methodologies (qualitative/quantitative), tools (Adobe Analytics, Heap, Playbook UX, FullStory), and environments (web, mobile, e-commerce, agile).
• Curate Your Portfolio: Select 2-3 of your most impactful UX research projects that best demonstrate your end-to-end process, diverse methods, and measurable outcomes. Ensure clear articulation of the problem, your role, findings, and impact.
• Prepare for Portfolio Presentation: Practice walking through your selected case studies, focusing on storytelling, quantifiable results, and how you integrated data insights.
• Research AIR MILES & BMO: Understand the AIR MILES loyalty program, its customer base, and BMO's overall mission. Prepare to discuss how your skills align with their goals.

⚠️ 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.