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 Operations

Date Posted: 2026-05-13

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.

• Ensure the quality, consistency, and strategic impact of all UX research initiatives, from design to actionable insights.

• Drive the adoption of cutting-edge UX Research methodologies, including AI-powered tools, to enhance efficiency and research quality.

• Act as a hands-on researcher for strategic and complex projects, guiding hypothesis definition, method selection, analysis, and recommendation generation.

• Champion a data-driven approach to product development by translating complex user data into clear, compelling narratives for executive stakeholders.

📝 Enhancement Note: This role requires a blend of leadership, deep research expertise, and strategic thinking. The emphasis on AI and efficiency tools suggests a forward-thinking operations approach within the UX domain, aiming to scale research impact and inform business decisions effectively.

📈 Primary Responsibilities

• Lead, mentor, and develop a team of UX Researchers, promoting professional growth and a collaborative research culture.

• Oversee the end-to-end UX research process, ensuring rigorous study design, execution, data synthesis, and the delivery of actionable insights.

• Develop and maintain best practices and standards for UX research methodologies, ensuring consistency and quality across all projects.

• Craft compelling research narratives with strong visual appeal for executive-level presentations and stakeholder alignment.

• Stay abreast of emerging trends and innovations in UX Research, including AI applications, and integrate them into the team's workflow for continuous improvement.

• Evaluate, recommend, and implement new UX research tools and technologies (e.g., for recruitment, repositories, analysis, automation, AI solutions) to optimize efficiency and research quality.

• Utilize multiple data sources, including web analytics and user behavior data, to drive robust, data-driven research conclusions.

• Conduct end-to-end strategic and high-complexity research projects, defining hypotheses, selecting appropriate methods, analyzing findings, and formulating strategic recommendations.

• Collaborate closely with product managers, designers, engineers, and other stakeholders to identify research needs and ensure research findings inform product strategy and development.

• Champion user-centricity throughout the organization, advocating for user needs and ensuring solutions meet customer expectations and business objectives.

📝 Enhancement Note: The responsibilities highlight a significant focus on team development, process standardization, and the strategic integration of new technologies like AI. This implies a need for strong operational oversight within the research function, ensuring scalability and impact.

🎓 Skills & Qualifications

Education: Bachelor's degree in Human-Computer Interaction, Psychology, Sociology, Anthropology, Computer Science, Design, or a related field. Master's degree preferred.

Experience:

• 5-10 years of progressive experience in User Experience (UX) Research.

• Proven experience leading and mentoring research teams.

Required Skills:

• Deep expertise in a wide range of UX research methodologies, including but not limited to:

  • Usability Testing (moderated and unmoderated)
  • User Interviews (in-depth, semi-structured)
  • Surveys and Questionnaires
  • Card Sorting and Tree Testing
  • Benchmarking and Competitive Analysis
  • Diary Studies
  • Journey Mapping and Analysis

• Strong analytical and problem-solving skills, with the ability to structure complex problems, synthesize qualitative and quantitative data, and translate findings into strategic, actionable recommendations.

• Excellent communication, presentation, and interpersonal skills, with a proven ability to influence stakeholders at all levels, negotiate priorities, and facilitate alignment.

• Proficient in developing compelling narratives and using visual design principles for impactful executive-level presentations and reports.

• Demonstrated ability to manage diverse research topics and adapt to evolving project needs.

• Experience with data-driven decision-making and leveraging multiple data sources for comprehensive analysis.

Preferred Skills:

• Experience with web analytics tools (e.g., Google Analytics, Adobe Analytics) and user behavior analysis platforms.

• Familiarity with AI applications in UX Research, such as generative AI for qualitative analysis or predictive modeling.

• Experience with research operations (R&D Ops) principles and tools for efficient participant recruitment, project management, and knowledge management.

• Knowledge of financial services products and customer needs.

• Experience with research repositories and knowledge management systems.

📝 Enhancement Note: The emphasis on a broad methodological toolkit, analytical rigor, and strong communication skills aligns with the operational aspect of ensuring research quality and impact. The preference for web analytics and AI experience points to a need for modern research operations practices.

📊 Process & Systems Portfolio Requirements

Portfolio Essentials:

• A comprehensive portfolio showcasing a minimum of 5-7 end-to-end UX research projects, demonstrating a progression of skills and responsibilities.

• For each project, clearly articulate the business problem, research objectives, chosen methodologies, your specific role and contributions, key findings, and the impact of your recommendations on product development and business outcomes.

• Include examples of how you have synthesized complex data into clear, actionable insights and presented them to diverse stakeholder groups, including executive leadership.

• Demonstrate experience in developing and implementing research plans, managing timelines, and collaborating with cross-functional teams.

Process Documentation:

• Evidence of establishing, refining, or documenting UX research processes and best practices within a team or organization.

• Examples of how you have standardized research methodologies, participant recruitment protocols, or data analysis and synthesis frameworks.

• Documentation illustrating your approach to managing research operations, including participant databases, research repositories, or knowledge sharing platforms.

• Case studies detailing how you have implemented or improved research workflows, potentially incorporating automation or AI tools for efficiency gains.

📝 Enhancement Note: The portfolio requirements emphasize end-to-end project ownership, impact demonstration, and process refinement. This suggests the hiring manager is looking for someone who can not only conduct research but also operationalize and scale the research function effectively.

💵 Compensation & Benefits

Salary Range: R$ 12,000 - R$ 18,000 per month (based on experience and market research for Lead UX Researcher roles in São Paulo, Brazil).

Benefits:

• Bonus / PLR (Profit Sharing/Bonus)

• Meal Voucher (Vale Refeição)

• Food Voucher (Vale Alimentação)

• 13th Food Voucher

• Comprehensive Medical Insurance (including private room for hospitalization for employee and dependents)

• Dental and Orthodontic Insurance

• On-site Medical Clinic

• Unlimited Telemedicine (Dr. Alper - Einstein Conecta)

• Life Insurance

• Pharmacy Discounts (over 10,000 pharmacies)

• 4 Psychotherapy Sessions per month

• Extended Family Leave (6 months for primary caregiver, 30 days for secondary caregiver)

• Daycare/Nanny Assistance

• AcomPANha (Maternity support program)

• Wellhub/Totalpass (Gym and wellness membership)

• Assistive Technology Allowance (85% reimbursement for employees with disabilities)

• Development Programs and Training

• On-site Beauty Salon

• Employee Assistance Program (PAE - Legal, Financial, Psychological, and Social Guidance)

• Discount Portal (Allya) for various segments

• Annual Vaccination Campaign (for employee and dependents)

• Vehicle Financing Facilitation (subject to analysis)

• PAN Credit Card with differentiated limit (subject to analysis)

• Transportation Voucher (with a minimal 4% discount)

• Funeral Assistance

• Relocation assistance may be considered for exceptional candidates outside of São Paulo.

Working Hours: 40 hours per week, typically Monday to Friday. The hybrid work arrangement allows for flexibility, with 2-3 days expected in the São Paulo office.

📝 Enhancement Note: The salary range is estimated based on industry benchmarks for Lead UX Researchers in major Brazilian cities, considering the complexity of the role and the financial services sector. The extensive benefits package reflects Banco PAN's commitment to employee well-being and development.

🎯 Team & Company Context

🏢 Company Culture

Industry: Financial Services (Banking, Credit, Insurance)

Company Size: Over 5,000 employees (as per LinkedIn data for Banco PAN). This indicates a large, established organization with structured processes and a significant market presence.

Founded: 1960. Banco PAN has a long history, evolving into a modern digital bank, which suggests a culture that values both tradition and innovation.

Team Structure:

• The UX Research team operates within a broader UX/Design department, which is increasingly integrated into product development squads.

• The team likely comprises UX Researchers with varying levels of experience, reporting to the UX Research Lead.

Methodology:

• Data Analysis & Insights: A strong emphasis on being "data-driven" means research findings are rigorously analyzed, often triangulated with quantitative data (web analytics, A/B test results) to form robust conclusions.

• Workflow Planning & Optimization: The role involves refining existing research processes and implementing new ones, especially those that enhance efficiency and quality, potentially through automation or AI.

• Automation & Efficiency: There's a clear drive to evaluate and adopt tools that automate repetitive tasks, streamline recruitment, and improve the overall efficiency of the research lifecycle.

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

📝 Enhancement Note: Banco PAN's culture appears to be a blend of agility, creativity, and a strong focus on customer transformation, underpinned by core values like Intensity, Nonconformity, Efficiency, Team Spirit, and Integrity. The UX Research function is positioned as critical for driving these transformations through user-centric insights.

📈 Career & Growth Analysis

Operations Career Level: This is a Lead position, signifying a senior-level role responsible for both strategic direction and team management within UX Research. It requires not just deep individual contributor skills but also the ability to mentor, guide, and develop a team, along with influencing broader research operations and strategy.

Reporting Structure: The UX Research Lead will likely report to a Head of UX, VP of Product, or a senior director overseeing design and research functions. They will manage a team of UX Researchers.

Operations Impact: The UX Research Lead's work directly influences product strategy, design decisions, and ultimately, customer satisfaction and business growth for Banco PAN. By ensuring products are user-centered and effective, the role contributes significantly to customer acquisition, retention, and operational efficiency by reducing rework and improving user adoption.

Growth Opportunities:

• Operations Skill Advancement: Opportunity to deepen expertise in research operations (R&D Ops), including implementing and managing research platforms, participant databases, and knowledge management systems.

• Leadership Development: Develop advanced leadership skills through managing and mentoring a growing team, potentially expanding the team's scope or influence within the organization.

• Strategic Influence: Contribute to shaping the overall UX research strategy and roadmap for Banco PAN, influencing how user insights are generated and utilized across the company.

• Specialization: Potential to specialize in areas like AI in research, advanced quantitative methods, or specific product domains within financial services.

• Cross-Functional Leadership: Opportunities to lead cross-functional initiatives that leverage user insights to drive business objectives.

📝 Enhancement Note: The "Lead" title indicates a clear path for career progression. The emphasis on efficiency, AI, and strategic impact suggests that growth will involve expanding the operational scope and strategic influence of the UX Research function.

🌐 Work Environment

Office Type: Hybrid work model with 2-3 days per week required in the São Paulo office. This suggests a collaborative office environment designed to foster teamwork, brainstorming, and in-person interaction, balanced with the flexibility of remote work.

Office Location(s): São Paulo, SP, Brazil. Specific office address details would typically be provided upon offer or during the interview process.

Workspace Context:

• Collaborative Environment: The hybrid model promotes a blend of focused individual work and team collaboration. Expect opportunities for in-person brainstorming sessions, team meetings, and cross-functional workshops.

• Operations Tools & Technology: Access to a modern technology stack, including research tools, collaboration platforms, and analytical software, is implied. The role specifically calls for evaluating and recommending new tools, including AI solutions.

• Team Interaction: Regular interaction with the UX Research team, UX/UI designers, product managers, engineers, and other key stakeholders, both in person and remotely.

Work Schedule: Standard full-time hours (40 hours/week). The hybrid arrangement offers flexibility in how the work week is structured, allowing for dedicated time for deep work and focused collaboration.

📝 Enhancement Note: The hybrid model in a major financial hub like São Paulo indicates a dynamic work environment that values both collaboration and individual productivity, supported by modern office facilities and technology.

📄 Application & Portfolio Review Process

Interview Process:

• Application & Screening: Initial review of CV and portfolio for relevant experience and skills.

• Hiring Manager Interview: In-depth discussion about your UX research experience, leadership philosophy, and approach to research operations. Expect questions about your portfolio and specific project examples.

• Team/Peer Interviews: Interviews with other UX Researchers, designers, or product managers to assess collaboration style, technical skills, and cultural fit. This may include scenarios or case studies.

• Presentation/Case Study: Candidates may be asked to present a past research project from their portfolio or a hypothetical case study, demonstrating their research process, analytical skills, and ability to communicate insights effectively.

• Final Interview: Likely with a senior leader (e.g., Head of UX, VP) to discuss strategic alignment and overall fit.

Portfolio Review Tips:

• Structure for Impact: Organize your portfolio to clearly showcase end-to-end projects. For each, detail the problem, your approach, key findings, and measurable impact. Use a consistent format.

• Process Optimization Focus: Highlight instances where you improved research processes, introduced new methodologies, or leveraged tools for efficiency. Quantify these improvements where possible.

• Data Synthesis & Storytelling: Prepare to walk through your analysis and synthesis process. Clearly articulate how you transformed raw data into actionable insights and compelling narratives that drove decisions.

• Leadership Examples: If possible, include examples of how you mentored junior researchers, guided team efforts, or contributed to the growth of the research function.

• Company Alignment: Tailor your presentation to showcase how your skills and experience align with Banco PAN's values (Intensity, Nonconformity, Efficiency, Team Spirit, Integrity) and their focus on user-centricity and digital transformation.

Challenge Preparation:

• Research Design: Be prepared to outline a research plan for a given product or problem, justifying your methodological choices and considering efficiency and scalability.

• Data Interpretation: Practice synthesizing mock qualitative and quantitative data into clear, concise recommendations.

• Stakeholder Communication: Prepare to articulate research findings and recommendations to different audiences (e.g., executives, product teams) and handle challenging questions or pushback.

• AI in Research: Think about how AI can be practically applied to improve UX research efficiency and effectiveness in a financial services context.

📝 Enhancement Note: The interview process emphasizes practical application, strategic thinking, and communication. A strong portfolio that details process improvements and measurable impact, coupled with clear articulation of leadership and strategic contributions, will be key to success.

🛠 Tools & Technology Stack

Primary Tools:

• Research Platforms: Tools for usability testing (e.g., UserTesting, Lookback, Maze), survey creation (e.g., SurveyMonkey, Typeform, Qualtrics), and potentially participant recruitment platforms.

• Prototyping/Design Tools: Familiarity with tools used by design and product teams (e.g., Figma, Sketch, Adobe XD) for understanding prototypes and user flows.

• Collaboration Tools: Platforms like Jira, Confluence, Slack, Microsoft Teams for project management, documentation, and team communication.

Analytics & Reporting:

• Web Analytics: Experience with tools like Google Analytics, Adobe Analytics, or similar platforms for analyzing user behavior on digital platforms.

• Data Visualization: Tools such as Tableau, Power BI, or Looker Studio for creating dashboards and presenting quantitative findings.

• Qualitative Analysis Tools: Software that aids in coding, tagging, and synthesizing qualitative data (e.g., Dovetail, NVivo, ATLAS.ti), with a growing interest in AI-assisted analysis.

CRM & Automation:

• CRM Systems: While not directly managed, understanding how UX research can inform CRM strategies or leverage CRM data is beneficial. Familiarity with Salesforce or similar enterprise CRM systems is a plus.

• Automation Tools: Awareness of how automation can streamline research operations, such as automated participant screening, scheduling, or report generation.

• Integration Tools: Understanding how different research tools might integrate to create a more seamless research workflow.

📝 Enhancement Note: The emphasis on evaluating and recommending tools, including AI solutions, suggests the company is investing in modernizing its research operations. Proficiency with common industry tools and a proactive approach to exploring new technologies are crucial.

👥 Team Culture & Values

Operations Values:

• Intensity: A proactive, high-energy approach to tackling challenges and driving research forward with urgency and commitment.

• Nonconformity: A willingness to question the status quo, challenge assumptions, and explore innovative solutions in research methodologies and tool adoption.

• Efficiency: A strong focus on optimizing research processes, maximizing output with available resources, and delivering timely, actionable insights.

• Team Spirit: A collaborative mindset, actively contributing to team success, sharing knowledge, and supporting colleagues in achieving shared research goals.

• Integrity: Upholding ethical research practices, ensuring data privacy, and maintaining transparency in all research activities and communications.

Collaboration Style:

• Cross-functional Integration: Seamless collaboration with product, design, engineering, and data teams is paramount. The UX Research Lead will act as a bridge, ensuring user insights are integrated into all stages of product development.

• Process Review Culture: Encouraging regular feedback loops within the research team and with cross-functional partners to continuously refine methodologies and improve deliverables.

• Knowledge Sharing: Promoting an environment where research findings, best practices, and learnings are shared openly and accessible to relevant teams, fostering a collective understanding of the user.

📝 Enhancement Note: The company's core values directly translate into expectations for the UX Research Lead and their team. A proactive, efficient, and collaborative approach, grounded in ethical practices and a willingness to innovate, will be highly valued.

⚡ Challenges & Growth Opportunities

Challenges:

• Scaling Research Operations: As Banco PAN grows and transforms, scaling the UX research function to meet increasing demands while maintaining quality and efficiency will be a key challenge. This involves optimizing recruitment, streamlining workflows, and potentially building out research infrastructure.

• Integrating AI in Research: Effectively identifying, piloting, and integrating AI tools into the research workflow presents both a challenge and a significant growth opportunity. This requires staying ahead of technological advancements and understanding their practical application for research.

• Driving Strategic Impact: Translating research findings into tangible business impact and ensuring user insights consistently influence strategic decisions across the organization requires strong advocacy and stakeholder management skills.

• Managing Diverse Research Needs: Balancing the needs of various product teams and strategic initiatives with limited resources requires excellent prioritization and project management skills.

Learning & Development Opportunities:

• Operations Skill Advancement: Deepen expertise in Research Operations (R&D Ops), including implementing and managing research platforms, participant panels, and knowledge management systems.

• Industry Conferences & Certifications: Opportunities to attend leading UX and research conferences (e.g., UXPA, CHI, NN/g) and pursue relevant certifications to stay current with industry best practices and emerging trends.

• Mentorship & Leadership: Engage in mentorship programs, both as a mentor and mentee, to develop leadership capabilities and strategic thinking within the operations and research domains.

• AI & Emerging Technologies: Dedicated time and resources to explore and experiment with AI tools and other emerging technologies relevant to UX research.

📝 Enhancement Note: The role is designed to tackle significant operational and strategic challenges within a dynamic financial services environment, offering substantial opportunities for professional growth by leading innovation in research practices.

💡 Interview Preparation

Strategy Questions:

• "Describe a time you had to influence a senior stakeholder who was resistant to user feedback. How did you approach it, and what was the outcome?" (Focus on communication, negotiation, and data-driven advocacy).

• "Imagine we're launching a new digital banking feature. Outline the key UX research steps you would take from concept to launch to ensure its success." (Prepare to detail your end-to-end process, methodology choices, and how you'd measure success).

Company & Culture Questions:

• "Based on our company values (Intensity, Nonconformity, Efficiency, Team Spirit, Integrity), how would you embody these in your role as a UX Research Lead?" (Research the values and prepare specific examples of how you align with each).

• "How do you foster a collaborative and innovative environment within a research team?" (Discuss your leadership style, team-building strategies, and approaches to encouraging creativity).

Portfolio Presentation Strategy:

• Narrative Arc: Structure your portfolio presentation around compelling stories. For each project, clearly define the problem, your unique contribution, the research journey, key insights, and the tangible impact.

• Data-to-Insight-to-Action: Clearly show how you moved from raw data to synthesized insights, and then how those insights translated into actionable recommendations that led to positive outcomes. Use visuals to support your narrative.

• Process Optimization Focus: Highlight any instances where you improved research processes, introduced new tools, or increased efficiency. Quantify these improvements if possible.

• Leadership & Mentorship: Be ready to discuss how you have led teams, mentored junior researchers, or contributed to the strategic direction of UX research within an organization.

• Interactive Elements: If possible, include interactive elements or demonstrations that showcase your skills beyond static slides. Be prepared for Q&A and to discuss alternative approaches.

📝 Enhancement Note: Preparation should focus on demonstrating not only research expertise but also leadership capabilities, strategic thinking, and a strong understanding of how UX research operations drive business value within a large, digital-first financial institution.

📌 Application Steps

To apply for this UX Research Lead position:

• Submit your application via the Greenhouse portal linked.

• Customize your Resume: Highlight your leadership experience, strategic research contributions, and any achievements related to process optimization or tool implementation. Ensure keywords like "UX Research Lead," "Research Operations," "Stakeholder Management," and specific methodologies are prominent.

• Curate Your Portfolio: Select 3-4 of your most impactful end-to-end UX research projects. For each, prepare a concise presentation (e.g., 10-15 slides or a 15-20 minute walkthrough) that clearly outlines the problem, your approach, key findings, recommendations, and measurable business impact. Emphasize your leadership and process improvement contributions.

• Prepare for Case Study/Presentation: Be ready to present one of your portfolio projects or tackle a hypothetical research challenge during the interview process. Practice articulating your thought process and rationale clearly and concisely.

• Research Banco PAN: Understand their mission, values, recent product developments, and their position in the financial services market. Consider how your UX research leadership can contribute to their ongoing digital transformation and customer-centric 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.