UX Researcher, Director

📍 Job Overview

Job Title: UX Researcher, Director Company: Fitch Group Location: Toronto, ON, Canada Job Type: Full-Time Category: User Experience / Product Design Operations Date Posted: December 08, 2025 Experience Level: 5+ Years

🚀 Role Summary

• This role is pivotal in shaping the user experience strategy for Fitch Group's Ratings Workflow Solutions team, focusing on enhancing user experience across a suite of applications.
• The UX Researcher will lead and conduct comprehensive user research studies, leveraging both qualitative and quantitative methodologies to uncover user needs, behaviors, and pain points.
• A key aspect involves translating complex research findings into actionable insights, user personas, journey maps, and prototypes that directly influence product design and business decisions.
• The position requires strong collaborative leadership, working closely with the Director of UX Research, product owners, designers, and stakeholders to foster a user-centered design approach.
• This role also involves mentoring junior researchers and contributing to the continuous improvement of research and design processes within the UX team.

📝 Enhancement Note: While the job title is "UX Researcher, Director," the responsibilities and experience level (5+ years) suggest a senior individual contributor or a lead role rather than a traditional directorial management position. The role emphasizes research leadership and execution, with mentorship as a component, aligning more with a Senior UX Researcher or Principal UX Researcher profile.

📈 Primary Responsibilities

• Lead and execute end-to-end user research initiatives, including planning, participant recruitment, data collection, analysis, and reporting.
• Design and conduct a variety of research studies such as in-depth interviews, surveys, usability tests, heuristic evaluations, field studies, and competitive analyses.
• Develop and maintain key user research artifacts, including user personas, empathy maps, journey maps, and user flows, to communicate user insights effectively.
• Collaborate closely with Product Designers, Product Managers, and Software Engineers to ensure research findings are integrated into product roadmaps and design iterations.
• Facilitate design thinking workshops and ideation sessions to translate research insights into innovative product solutions.
• Synthesize qualitative and quantitative data using advanced analytical techniques, including generative AI tools, to identify patterns, trends, and actionable recommendations.
• Present research findings and strategic recommendations to cross-functional teams and senior leadership, advocating for user needs and driving data-informed decisions.
• Partner with Product Designers to create wireframes and prototypes in Figma, ensuring design solutions accurately reflect research insights and user requirements.
• Provide guidance and mentorship to junior UX researchers, fostering their professional development and contributing to the overall growth of the UX team's capabilities.
• Stay abreast of emerging UX research trends, tools, and best practices, continuously refining research methodologies to enhance team efficiency and impact.
• Ensure accurate implementation of designs by providing Redline Documents, Spec Sheets, and/or Annotations in Figma DevMode to Software Engineers.
• Contribute to the establishment and evolution of user research practices within the organization, potentially defining new processes and standards.

📝 Enhancement Note: The responsibilities highlight a blend of deep research expertise, strategic thinking, cross-functional collaboration, and team mentorship, indicating a senior-level role designed to drive user-centric product development within a complex financial services environment. The mention of AI tools and Figma DevMode points to a modern, tech-forward approach to UX research.

🎓 Skills & Qualifications

Education:

• Bachelor's degree or equivalent practical experience in Human-Computer Interaction (HCI), Psychology, Computer Science, Cognitive Science, Sociology, or a related field. Advanced degrees (Master's or Ph.D.) in a relevant discipline are a plus.

Experience:

• A minimum of 5 years of hands-on experience in user experience research, product research, or product design, with a proven track record of influencing product strategy and design.
• Demonstrated experience conducting a wide range of qualitative and quantitative research methods, from foundational research to evaluative testing.
• Experience working within complex, data-driven product environments, ideally within the financial services industry, is highly advantageous.

Required Skills:

• Expertise in qualitative research methodologies (e.g., user interviews, contextual inquiries, diary studies, focus groups).
• Proficiency in quantitative research methods (e.g., surveys, A/B testing, analytics analysis, statistical modeling).
• Strong analytical and synthesis skills to derive actionable insights from diverse data sets.
• Demonstrated ability to create compelling user research artifacts, including personas, journey maps, user stories, and user flow diagrams.
• Advanced proficiency with UX research and design tools, particularly Figma (including Figma DevMode for annotations and prototyping).
• Excellent verbal and written communication skills, with the ability to present complex findings and strategic recommendations clearly and persuasively to diverse audiences.
• Proven ability to collaborate effectively with cross-functional teams, including product management, engineering, and design.
• Experience in mentoring junior team members and fostering a culture of continuous learning and knowledge sharing.
• Strong problem-solving skills and the ability to work independently in a fast-paced environment.

Preferred Skills:

• Experience leveraging generative AI tools for research synthesis, pattern identification, and insight acceleration.
• Familiarity with information architecture principles and sitemap creation.
• Experience facilitating Design Thinking workshops and user co-creation sessions.
• Knowledge of establishing or enhancing user research practices within an organization.
• Experience within the financial services industry, specifically with credit ratings or complex financial data products.
• Familiarity with accessibility standards and inclusive design principles.
• Experience with prototyping tools beyond Figma, such as Sketch, Adobe XD, or InVision.

📝 Enhancement Note: The emphasis on Figma DevMode, AI tools, and financial services experience suggests a need for candidates who are not only skilled researchers but also comfortable with modern design/development workflows and possess domain-specific knowledge. The mentorship aspect points to leadership potential within the team.

📊 Process & Systems Portfolio Requirements

Portfolio Essentials:

• A comprehensive portfolio is mandatory, showcasing a minimum of 5 years of UX research experience and demonstrating the end-to-end research process from problem definition to actionable insights and design impact.
• Portfolio pieces should highlight your ability to translate research findings into tangible design solutions, user flows, wireframes, and prototypes.
• Include case studies that clearly articulate the research problem, your methodology, the insights derived, and the resulting impact on product design and business outcomes.
• Demonstrate proficiency in using various research methods (qualitative and quantitative) and explain your rationale for choosing specific methods for different research questions.
• Showcase your ability to synthesize complex data into clear, concise, and compelling narratives that resonate with stakeholders.
• Examples of user personas, journey maps, and other research artifacts that effectively communicate user understanding should be prominently featured.
• If applicable, include examples of how you've leveraged AI tools in your research process or how you've contributed to establishing or improving research processes.

Process Documentation:

• Candidates are expected to demonstrate an understanding of documenting research processes, including research plans, methodologies, and findings reports, in a clear and organized manner.
• Experience in creating and maintaining user journey maps and service blueprints to visualize user experiences and identify areas for improvement.
• Ability to articulate how research findings feed into iterative design and development cycles, including collaboration with development teams using tools like Figma DevMode for detailed specifications.
• Showcase an understanding of how to measure the impact of UX research and design decisions, potentially through A/B testing results, usability metrics, or user satisfaction scores.

📝 Enhancement Note: The portfolio requirement is central to this role. Candidates must be prepared to detail their research process, methodology selection, synthesis capabilities, and direct impact on product outcomes. The inclusion of Figma DevMode suggests a need for candidates who understand how research translates into detailed design specifications for developers.

💵 Compensation & Benefits

Salary Range: For a UX Researcher, Director (Senior/Lead level) in Toronto, Canada, with 5+ years of experience, the estimated salary range is CAD $110,000 - $160,000 annually. This estimate is based on industry benchmarks for senior UX research roles in major Canadian tech hubs, considering the financial services sector's compensation structure, and the Director title, which often implies a higher level of responsibility and expertise.

Benefits:

• Hybrid Work Environment: Offers flexibility with 2-3 days per week in the office, balancing in-person collaboration with remote work.
• Culture of Learning & Mobility: Access to dedicated training programs, leadership development initiatives, and mentorship opportunities to support continuous professional growth.
• Investing in Your Future: Comprehensive retirement planning and tuition reimbursement programs to support long-term financial and educational goals.
• Promoting Health & Wellbeing: Robust healthcare offerings designed to support physical, mental, financial, social, and occupational wellbeing.
• Supportive Parenting Policies: Generous global parental leave and family-friendly policies to help balance career and family life.
• Inclusive Work Environment: A collaborative workplace that values diverse perspectives, with Employee Resource Groups (ERGs) to foster community and empowerment.
• Dedication to Giving Back: Opportunities for paid volunteer days and matched funding for donations, encouraging community involvement.

Working Hours:

• Standard full-time working hours are expected, typically around 40 hours per week. The hybrid work arrangement provides flexibility, with a requirement to be in the Toronto office 2-3 days per week.

📝 Enhancement Note: The salary range is an estimate based on typical compensation for senior UX roles in Toronto, Canada, and the inclusion of "Director" in the title. Actual compensation may vary based on the candidate's specific experience, qualifications, and negotiation. The benefits package is comprehensive and reflects a strong commitment to employee well-being and development.

🎯 Team & Company Context

🏢 Company Culture

Industry: Financial Information Services, specializing in credit ratings and financial data analytics. Fitch Group is a key player in global financial markets, providing essential insights and tools that influence investment decisions and market transparency. Company Size: Fitch Group is a large, global organization with a significant presence in over 30 countries. The Technology & Data team is substantial, and the UX Team within it comprises approximately 20 professionals, indicating a well-established and resourced design and research function. Founded: Fitch Group has a long history, with over 100 years of experience. This longevity suggests a stable, established company with deep industry knowledge and a strong reputation for credibility, independence, and transparency.

Team Structure:

• UX Team: Comprised of ~20 UX professionals, including researchers, product designers, and design system developers. This provides a solid foundation for collaboration and specialization.
• Reporting Structure: The UX Researcher, Director will report to the Director of UX Research, indicating a clear reporting line within the UX discipline. They will also collaborate closely with product owners and stakeholders across various departments.
• Cross-functional Collaboration: The UX team collaborates daily with product managers, developers, testers, business stakeholders, and end-users, highlighting a highly integrated and cross-functional approach to product development.

Methodology:

• Data-Driven Insights: The team's mission is to deeply understand user needs and align applications to meet or exceed them, emphasizing a data-driven approach to design and development.
• User-Centered Design: A core focus is delivering intuitive and simple user flows and interfaces that enable end-users to complete workflows with precision and speed.
• Innovation and Continuous Learning: The company and team foster a culture of continuous learning, knowledge sharing, and skill development, encouraging the exploration of new technologies like AI and cloud solutions.

Company Website: https://www.fitchratings.com/ / https://www.fitchsolutions.com/ / https://careers.fitch.group/

📝 Enhancement Note: Fitch Group operates in a highly regulated and data-intensive industry, which shapes its operational culture towards precision, credibility, and a strong emphasis on robust data analysis. The UX team's structure and collaborative model are designed to support the development of complex financial tools, requiring deep user understanding and seamless integration with business objectives.

📈 Career & Growth Analysis

Operations Career Level: This role is positioned as a senior individual contributor or lead, indicated by the "Director" title and the requirement for 5+ years of experience. The scope includes leading research initiatives, mentoring junior staff, and influencing product strategy. This level is crucial for driving operational excellence in user experience and research methodologies. Reporting Structure: The role reports to the Director of UX Research, providing a clear path for mentorship and strategic alignment within the UX function. Collaboration with product owners and stakeholders ensures visibility and influence across product development lifecycles. Operations Impact: The UX Researcher's insights directly impact the usability, efficiency, and user satisfaction of Fitch Group's products, particularly within the Ratings Workflow Solutions. This directly contributes to operational efficiency for internal users and the effectiveness of external-facing tools, ultimately supporting Fitch's mission of providing vital credit and risk insights.

Growth Opportunities:

• Leadership Development: The mentorship aspect of the role provides opportunities to develop leadership skills and formally guide junior researchers, potentially paving the way for future management roles within UX.
• Skill Specialization & Expansion: The role encourages staying abreast of industry trends, including AI applications in research, offering chances to specialize in cutting-edge methodologies and expand expertise.
• Cross-Functional Influence: Engaging with diverse stakeholders and contributing to product strategy provides opportunities to broaden understanding of business operations and develop strategic influence across different departments.
• Career Progression: Potential career paths include advancing to a Senior Director or Head of UX Research, or transitioning into Product Management or UX Strategy roles, leveraging deep user insight and strategic thinking.
• Industry Expertise: Deepening expertise within the financial services sector, specifically in complex data analytics and credit ratings, offers specialized career growth within a niche but critical industry.

📝 Enhancement Note: The "Director" title, coupled with the responsibilities, suggests a role with significant impact and potential for leadership growth. The emphasis on continuous learning and cross-functional collaboration aligns with industry trends for senior operations professionals seeking to expand their influence and skill sets.

🌐 Work Environment

Office Type: Fitch Group offers a hybrid work environment, requiring employees to be in the office 2-3 days per week. This model aims to balance the benefits of in-person collaboration, team cohesion, and spontaneous idea generation with the flexibility and focus afforded by remote work. Office Location(s): The role is based in Toronto, Canada, a major hub for technology and finance. Specific office details regarding amenities and accessibility would typically be available through the company's career portal or during the interview process.

Workspace Context:

• Collaborative Environment: The hybrid model and the emphasis on cross-functional collaboration suggest a workspace designed to foster teamwork, idea exchange, and problem-solving.
• Operations Tools and Technology: The UX team utilizes modern tools such as Figma (including DevMode) and is encouraged to explore generative AI, indicating a technologically advanced and well-equipped workspace for UX research and design.
• Operations Team Interaction: Daily collaboration with product managers, developers, testers, and stakeholders ensures frequent interaction opportunities, promoting knowledge sharing and integrated project execution.

Work Schedule:

• Standard full-time working hours (approximately 40 hours per week) are expected. The hybrid arrangement offers flexibility in terms of which days are spent in the office versus working remotely, allowing for better integration of personal and professional commitments.

📝 Enhancement Note: The hybrid model is a key aspect of the work environment, appealing to professionals who value both structured collaboration and personal flexibility. The emphasis on modern tools and cross-functional interaction within a financial services context suggests a dynamic yet professional setting.

📄 Application & Portfolio Review Process

Interview Process:

• Initial Screening: A review of your resume and portfolio to assess qualifications, experience, and alignment with the role's requirements, particularly focusing on research methodologies and impact.
• Hiring Manager/Director Interview: A discussion with the Director of UX Research to delve deeper into your research experience, leadership potential, and strategic thinking. Expect questions about your approach to complex research problems and user advocacy.
• Portfolio Presentation: A dedicated session where you will present your portfolio. This is a critical stage to demonstrate your research process, key projects, methodologies, and the impact of your work. Be prepared to discuss your rationale, challenges, and outcomes in detail. This may involve presenting specific case studies.
• Cross-functional Team Interviews: Interviews with Product Designers, Product Managers, and potentially Software Engineers to assess your collaborative skills, ability to communicate insights effectively to different disciplines, and how you integrate research into the product development lifecycle.
• Final Interview: Potentially with a senior leader in Technology & Data or Product, to discuss overall fit, cultural alignment, and strategic contributions.

Portfolio Review Tips:

• Curate Strategically: Select 3-5 of your strongest projects that best showcase your UX research expertise, problem-solving skills, and ability to drive impact. Tailor your selection to highlight experience relevant to financial services or complex enterprise software if possible.
• Detail Your Process: For each project, clearly outline the problem statement, your research objectives, the methodologies employed (and why), your role, the challenges faced, your insights, and the tangible outcomes or impact on the product/business.
• Quantify Impact: Whenever possible, use data and metrics to demonstrate the success of your research and design recommendations (e.g., improved conversion rates, reduced task times, increased user satisfaction scores).
• Showcase Artifacts: Include examples of your research outputs such as personas, journey maps, wireframes, prototypes, and research reports.
• Explain Your Rationale: Be prepared to articulate why you chose specific research methods, design approaches, or tools for each project.
• Highlight Collaboration: Demonstrate how you worked with cross-functional teams and stakeholders to integrate research findings into the product development process.
• Address AI/Figma: If you have experience with AI tools for research synthesis or Figma DevMode for detailed specifications, be ready to discuss these.

Challenge Preparation:

• Be prepared for potential case studies or practical exercises that might simulate a research task. This could involve analyzing a dataset, outlining a research plan for a given scenario, or evaluating a user interface based on research principles.
• Practice articulating your thought process clearly and concisely, as this is often more important than arriving at a single "correct" answer.
• Prepare to discuss how you would approach research for a product like Fitch's Ratings Workflow Solutions, considering the specific user base (financial professionals) and the complexity of the data involved.

📝 Enhancement Note: The interview process heavily emphasizes the portfolio and the ability to demonstrate concrete impact. Candidates should prepare to deeply articulate their research process and its tangible contributions to product success, especially within a sophisticated financial data context.

🛠 Tools & Technology Stack

Primary Tools:

• Figma: Essential for prototyping, wireframing, and creating detailed design specifications (including DevMode for annotations and redlines).
• Generative AI Tools: Mentioned for synthesizing findings and accelerating insight generation, indicating an openness to AI-assisted research.
• Prototyping Tools: While Figma is primary, experience with other prototyping tools may be beneficial.

Analytics & Reporting:

• User Research Platforms: Tools for managing participant recruitment, survey distribution, and data collection (e.g., Qualtrics, SurveyMonkey, UserTesting.com, Dovetail, Maze).
• Data Analysis Software: Proficiency in analyzing qualitative and quantitative data. This could include tools like Excel, SPSS, R, Python (for statistical analysis), or dedicated qualitative analysis software (e.g., NVivo, ATLAS.ti).
• Business Intelligence/Dashboard Tools: Familiarity with tools like Tableau, Power BI, or Looker for visualizing and reporting research impact and user behavior metrics.

CRM & Automation:

• While not directly mentioned for UX Research, familiarity with CRM systems (e.g., Salesforce) and workflow automation tools can be beneficial for understanding the broader business context and user workflows within enterprise applications. Understanding how user experience impacts CRM adoption and efficiency is key.
• Collaboration & Project Management Tools: Tools such as Jira, Confluence, Asana, or Trello for managing research projects, documenting findings, and collaborating with development teams.

📝 Enhancement Note: The emphasis on Figma, particularly DevMode, and the explicit mention of generative AI tools for research synthesis are key technical requirements. Candidates should be prepared to discuss their proficiency with these and other standard UX research and analytics tools.

👥 Team Culture & Values

Operations Values:

• Credibility & Independence: As part of Fitch Group, a core value is maintaining credibility and independence in all work, ensuring objectivity in research and recommendations.
• User-Centricity: A strong commitment to understanding and advocating for end-users, ensuring their needs are paramount in product development.
• Collaboration & Teamwork: Fostering an inclusive environment where open communication, knowledge sharing, and collective problem-solving are encouraged.
• Innovation & Continuous Learning: Embracing new technologies like AI and staying current with UX research best practices to drive continuous improvement and deliver cutting-edge solutions.
• Precision & Efficiency: Aiming for intuitive and efficient user flows that enable users to complete complex tasks with speed and accuracy, reflecting the precision required in financial services.

Collaboration Style:

• Cross-Functional Integration: Daily collaboration with product managers, developers, testers, and business stakeholders is standard, ensuring a holistic approach to product development.
• Open Communication: The team values open dialogue, constructive feedback, and the sharing of ideas to challenge the status quo and drive innovation.
• Insight-Driven Decision Making: A culture that relies on data and user insights to inform design and product decisions, fostering a shared understanding and alignment across teams.
• Mentorship and Knowledge Sharing: The team actively supports professional development through mentorship and encourages the sharing of best practices and learnings among its members.

📝 Enhancement Note: The team culture reflects a blend of the rigorous, credible environment of financial services with the innovative, user-focused approach of a modern UX team. Collaboration is highly valued, with a strong emphasis on data-driven decision-making and continuous improvement.

⚡ Challenges & Growth Opportunities

Challenges:

• Complexity of Financial Data: Researching and designing for complex financial data products within the ratings and credit assessment domain requires a deep understanding of user workflows and industry specifics.
• Balancing User Needs with Business Constraints: Navigating the trade-offs between ideal user experiences and the technical, regulatory, and business requirements inherent in financial services.
• Advocating for UX in a Data-Centric Organization: Continuously demonstrating the value of UX research and design to stakeholders who may have a strong focus on quantitative financial metrics.
• Integrating AI into Research Workflows: Effectively adopting and leveraging new AI tools to enhance research efficiency and insight generation while maintaining methodological rigor.
• Mentoring and Developing Junior Researchers: Providing effective guidance and support to junior team members to foster their growth and contribute to the team's overall expertise.

Learning & Development Opportunities:

• Advanced Research Methodologies: Opportunities to deepen expertise in cutting-edge research techniques, including AI-assisted synthesis and advanced qualitative/quantitative analysis.
• Financial Services Domain Expertise: Gaining in-depth knowledge of the credit rating industry, financial markets, and the specific needs of financial professionals using Fitch's tools.
• Leadership and Mentorship Skills: Developing leadership capabilities through the mentorship of junior researchers and contributing to the strategic direction of the UX team.
• Cross-Functional Acumen: Expanding understanding of product management, software development, and business operations through close collaboration with diverse teams.
• Industry Conferences and Certifications: Potential for participation in leading UX conferences and pursuing relevant certifications to stay at the forefront of the field.

📝 Enhancement Note: The challenges presented are typical for senior roles in specialized industries, requiring both deep technical skill and strong interpersonal and strategic capabilities. The growth opportunities are substantial, offering pathways for both technical specialization and leadership development.

💡 Interview Preparation

Strategy Questions:

• "Describe a time you had to conduct research on a highly complex or technical product. How did you approach understanding the domain and the user's needs?" (Focus on your process for domain immersion and user segmentation.)
• "How would you design a research plan to understand user adoption challenges for a new feature in a financial workflow application?" (Highlight your ability to define objectives, select methods, and plan for analysis.)
• "Tell me about a situation where your research findings contradicted stakeholder assumptions. How did you present your insights and influence their decision-making?" (Demonstrate your persuasive communication and advocacy skills.)
• "Imagine you need to research the usability of a dashboard displaying critical financial data. What key aspects would you focus on, and what research methods would you employ?" (Focus on user goals, data comprehension, and task success.)

Company & Culture Questions:

• "What do you know about Fitch Group and the financial information services industry? How do you see UX research contributing to our mission?" (Research Fitch's business, values, and recent news. Connect UX to their goals of credibility and market efficiency.)
• "Our UX team values collaboration and continuous learning. How do you contribute to a collaborative team environment, and how do you approach staying updated with new research methods and tools?" (Provide specific examples of your collaborative behaviors and learning strategies.)
• "How would you approach integrating generative AI tools into our existing UX research processes?" (Showcase your understanding of AI's potential and limitations in research, and your willingness to innovate.)

Portfolio Presentation Strategy:

• Storytelling: Frame each case study as a narrative: the problem, your journey (research process), the insights discovered, the solution designed, and the impact achieved.
• Visuals are Key: Use clear, well-designed visuals for your artifacts (personas, journey maps, wireframes, data visualizations). Ensure they are easy to understand at a glance.
• Focus on Impact: Quantify the results of your work whenever possible. Use metrics to demonstrate how your research led to improvements in user satisfaction, efficiency, or business outcomes.
• Articulate Your 'Why': For every decision you made – methodology, tool selection, design choice – be ready to explain your rationale clearly.
• Be Prepared for Deep Dives: Anticipate detailed questions about your methodology, data analysis, and how you handled challenges or unexpected findings.
• Demonstrate Collaboration: Highlight instances where you partnered effectively with designers, product managers, and engineers.

📝 Enhancement Note: Interview preparation for this role requires a strong understanding of both UX research principles and the specific context of financial services. Candidates should be ready to articulate their strategic thinking, data synthesis capabilities, and proven ability to drive product improvements through research.

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📌 Application Steps

To apply for this operations position:

• Submit your application through the provided link on the Fitch Group careers portal.
• Tailor your Resume: Highlight experience in UX research, user experience design, qualitative and quantitative methodologies, and experience with enterprise software or financial services. Use keywords from the job description such as "UX Researcher," "user experience," "qualitative research," "quantitative research," "Figma," "prototyping," and "user-centered design." Quantify your achievements with metrics whenever possible.
• Curate Your Portfolio: Select 3-5 impactful projects that showcase your end-to-end research process, your ability to synthesize complex data, and the tangible business impact of your work. Ensure it clearly demonstrates proficiency in various research methods and includes examples of key deliverables like personas, journey maps, and wireframes. Be prepared to discuss your role and rationale for each project in detail.
• Prepare for Portfolio Presentation: Practice presenting your portfolio projects, focusing on storytelling, clear articulation of your process, and highlighting the impact of your research. Be ready to discuss your experience with Figma, AI tools, and collaboration with cross-functional teams.
• Research Fitch Group and the Industry: Understand Fitch Group's mission, values, and its position in the financial services industry. Familiarize yourself with the Ratings Workflow Solutions team's objectives to better align your application and interview responses.

⚠️ 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.