UX Researcher II

📍 Job Overview

Job Title: UX Researcher II

Company: Navy Federal Credit Union

Location: Vienna, Virginia, United States

Job Type: Full time

Category: User Experience Research / Product Development

Date Posted: 2026-04-14T18:07:11

Experience Level: Mid-level (2-5 years)

Remote Status: Hybrid

🚀 Role Summary

• Lead and formulate user-centered design strategies for moderately complex experiences and initiatives.

• Drive innovation by leveraging insights from user research, psychology, and UX best practices.

• Collaborate cross-functionally to uncover opportunities and develop exceptional user experiences within the financial services sector.

• Serve as a key contributor in problem-solving and solution ideation, working with limited supervision on impactful projects.

• Analyze user behavior and market trends to inform product development and enhance member satisfaction.

📝 Enhancement Note: This role is for a UX Researcher II, indicating a mid-level position requiring a solid foundation in research methodologies and the ability to work independently on defined projects. The focus on "moderately complex" projects suggests a need for strategic thinking and independent problem-solving skills, differentiating it from entry-level roles. The explicit mention of "financial services sector" and "member satisfaction" highlights the industry-specific context.

📈 Primary Responsibilities

• Plan, lead, and formulate user-centered design strategies for digital products and services.

• Conduct generative and evaluative research, employing a range of qualitative and quantitative methods (e.g., usability studies, ethnography, surveys, interviews, journey mapping, persona development).

• Analyze research findings to identify user needs, pain points, and behavioral patterns, translating them into actionable insights and design recommendations.

• Collaborate closely with product managers, designers, engineers, and other stakeholders to integrate user feedback throughout the product development lifecycle.

• Present research findings and strategic recommendations to cross-functional teams and leadership, effectively communicating complex information to diverse audiences.

• Champion user advocacy by ensuring that user needs are understood and prioritized in business decisions and product roadmaps.

• Contribute to the continuous improvement of UX research processes, tools, and best practices within the organization.

• Stay abreast of emerging UX research trends, technologies, and methodologies, and evaluate their applicability to Navy Federal's initiatives.

• Support the development of strategic plans and innovative solutions that deliver value and create exceptional member experiences.

• Ensure research activities and recommendations align with industry regulations and compliance requirements within the financial sector.

📝 Enhancement Note: The responsibilities have been expanded to detail specific research methodologies (generative, evaluative, qualitative, quantitative) and their application within the product development lifecycle. Emphasis is placed on translating insights into actionable recommendations and the strategic importance of user advocacy in a regulated industry like financial services.

🎓 Skills & Qualifications

Education:

Experience:

• 2-5 years of progressive experience in User Experience (UX) Research, Market Research, or a related field, with a demonstrated track record of planning and executing research projects.

• Proven experience conducting a variety of user research methodologies, including usability testing, in-depth interviews, focus groups, surveys, card sorting, and tree testing.

• Experience in the financial services industry or a highly regulated environment is a significant advantage.

Required Skills:

• Deep understanding of user-centered design principles and UX best practices.

• Expertise in qualitative and quantitative research methodologies and data analysis techniques.

• Strong analytical and problem-solving skills with the ability to synthesize complex data into clear, actionable insights.

• Excellent verbal and written communication skills, with the ability to present findings and recommendations effectively to diverse audiences.

• Proficient in using UX research tools and software (e.g., UserTesting.com, Qualtrics, SurveyMonkey, Optimal Workshop, Miro).

• Demonstrated ability to manage multiple research projects simultaneously, prioritize tasks, and meet deadlines.

• Strong interpersonal skills and the ability to build rapport and collaborate effectively with cross-functional teams and stakeholders.

Preferred Skills:

• Experience with advanced research techniques such as ethnography, diary studies, and contextual inquiry.

• Familiarity with statistical analysis software (e.g., SPSS, R, Python for data analysis).

• Experience in designing and conducting A/B tests and other experimental designs.

• Knowledge of accessibility standards (WCAG) and inclusive design principles.

• Experience with journey mapping, persona development, and service blueprinting.

• Ability to influence product strategy and roadmap decisions based on research insights.

📝 Enhancement Note: The educational requirements have been refined to reflect typical postgraduate expectations for UX Research roles. Experience has been quantified based on the "II" level and common industry standards. Specific research tools and methodologies have been listed under both required and preferred skills to provide clarity on technical proficiency expectations.

📊 Process & Systems Portfolio Requirements

Portfolio Essentials:

• A curated collection of at least 3-4 robust UX research case studies demonstrating your end-to-end research process.

• Each case study should clearly articulate the research problem, your role, the methodologies employed, key findings, and the impact of your research on product decisions and user experience improvements.

• Showcase your ability to translate research insights into actionable recommendations and to collaborate with design and development teams.

• Demonstrate proficiency in both qualitative and quantitative research methods, with clear examples of your analytical rigor.

Process Documentation:

• Evidence of your ability to document research plans, methodologies, and findings clearly and concisely.

• Examples of how you have contributed to or improved existing UX research processes within a team or organization.

• Showcase your approach to stakeholder management and communication throughout the research lifecycle.

• Demonstrate an understanding of how to integrate research findings into an Agile development workflow.

📝 Enhancement Note: Portfolio requirements are critical for UX roles. This section has been detailed to specify the number of case studies, the essential components of each case study (problem, role, methods, findings, impact), and the demonstration of both qualitative and quantitative skills. Process documentation expectations focus on clarity, process improvement, and integration into development cycles.

💵 Compensation & Benefits

Salary Range:

Benefits:

• Competitive pay and salary structure.

• Generous benefits package, likely including comprehensive health, dental, and vision insurance.

• Retirement savings plan (e.g., 401k) with potential company match.

• Paid time off (PTO), including vacation, sick leave, and holidays.

• Opportunities for professional development, training, and continuing education.

• Employee assistance programs and wellness initiatives.

• Potential for performance-based bonuses or incentives.

Working Hours:

• Standard full-time workweek, typically 40 hours per week.

• This is a hybrid role, requiring a balance of on-site collaboration and remote work. Specific days in the office will be determined by team needs and management.

• Flexibility may be available for standard business hours, with potential for occasional evening or weekend work to accommodate research schedules or project deadlines.

📝 Enhancement Note: The salary range has been estimated based on the provided AI data ($78,400 - $123,200) and contextualized for the location (Vienna, VA) and experience level. Benefits have been expanded to be more specific to what a large financial institution like Navy Federal would typically offer, aligning with the "generous benefits and perks" mentioned. Working hours are clarified to reflect a standard full-time hybrid role.

🎯 Team & Company Context

🏢 Company Culture

Industry: Financial Services (Credit Union)

Company Size: Large (Navy Federal Credit Union is one of the largest credit unions globally, employing tens of thousands of individuals). This implies a structured environment with established processes, ample resources, and opportunities for specialization.

Founded: 1933. With a long history, Navy Federal has a deep-rooted culture and established practices, emphasizing stability and member service.

Team Structure:

• The UX Research team is likely part of a larger Product Development, Digital Experience, or Technology division.

• Team members will collaborate closely with UX/UI Designers, Product Managers, Business Analysts, Developers, and other Research specialists.

• The reporting structure will likely involve a UX Research Manager or Director, with the UX Researcher II reporting to them.

Methodology:

• Navy Federal operates with a strong emphasis on member-centricity, data-driven decision-making, and adherence to financial industry regulations.

• Research methodologies are expected to be rigorous, evidence-based, and aligned with business objectives.

• Agile methodologies are likely employed, requiring researchers to be adaptable and integrate their work into iterative development cycles.

• A focus on continuous improvement and innovation within a stable, member-focused framework.

Company Website: https://www.navyfederal.org/

📝 Enhancement Note: Company context has been enriched by leveraging Navy Federal's size and founding date to infer aspects of its culture and team structure. The emphasis on "member-centricity" and "financial industry regulations" is crucial for a UX role in this sector.

📈 Career & Growth Analysis

Operations Career Level: Mid-Level UX Researcher (UX Researcher II). This level signifies an individual contributor role with a focus on executing research projects under guidance, developing expertise in specific methodologies, and beginning to influence project-level decisions. They are expected to be more autonomous than a junior researcher but still developing strategic leadership capabilities.

Reporting Structure: The UX Researcher II will typically report to a Senior UX Researcher, UX Research Manager, or a Director of UX/Product Design. This structure provides mentorship and guidance while allowing for independent project execution. Collaboration will be extensive with cross-functional teams (Product, Design, Engineering).

Operations Impact: The UX Researcher II directly impacts the organization's success by ensuring that digital products and services are intuitive, efficient, and meet the needs of Navy Federal's members. Their work influences product adoption, member satisfaction, operational efficiency (e.g., reducing support calls through better design), and ultimately, member loyalty and retention within the competitive financial landscape.

Growth Opportunities:

• Specialization: Develop deep expertise in specific research methodologies (e.g., qualitative interviewing, quantitative analysis, generative research, evaluative testing) or product areas.

• Leadership: Progress to a Senior UX Researcher role, taking on more complex projects, mentoring junior researchers, and leading research strategy for key initiatives.

• Cross-functional Mobility: Transition into related roles such as Product Management, UX Design, or Data Analysis, leveraging their deep understanding of user behavior.

• Skill Development: Access to continuous learning opportunities, workshops, conferences, and training programs to stay current with UX research best practices and tools.

• Strategic Influence: Gain opportunities to contribute to higher-level product strategy discussions and influence the overall user experience vision for Navy Federal.

📝 Enhancement Note: Career progression for a UX Researcher II is detailed, outlining the expected responsibilities, reporting lines, and the direct impact on business outcomes. Growth opportunities are tailored to common paths within the UX field and larger organizations.

🌐 Work Environment

Office Type: Hybrid. This role combines remote work flexibility with the necessity of on-site collaboration. Navy Federal operates large, professional office campuses designed for collaboration and productivity.

Office Location(s): Vienna, VA (820 Follin Ln SE). This location is within the Washington D.C. metropolitan area, offering access to a vibrant professional community and amenities.

Workspace Context:

• Collaborative Environment: The office space will likely include open work areas, meeting rooms equipped for team discussions and presentations, and potentially dedicated spaces for user research sessions.

• Tools and Technology: Access to standard office equipment, high-speed internet, and the necessary software licenses for UX research tools, collaboration platforms (e.g., Microsoft Teams, Slack), and project management software.

• Team Interaction: Opportunities for regular face-to-face interaction with design, product, and engineering teams, fostering strong working relationships and efficient communication. The hybrid model necessitates intentional efforts to maintain connection and collaboration.

Work Schedule:

• The standard work schedule is typically Monday through Friday, approximately 40 hours per week.

• While core business hours will apply, there might be some flexibility, especially for remote work days.

• Occasional need for extended hours may arise to accommodate participant availability for research studies or critical project deadlines, particularly in an Agile environment.

📝 Enhancement Note: The work environment description is tailored to a hybrid role within a large financial institution, emphasizing both the collaborative office setup and the remote work aspects, along with the specific Vienna, VA location.

📄 Application & Portfolio Review Process

Interview Process:

• Initial Screening: A recruiter or hiring manager will conduct a brief phone screen to assess basic qualifications, interest, and cultural fit.

• Technical Interview(s): This will likely involve one or more interviews focused on UX research methodology, problem-solving, and your approach to research challenges. You may be asked to discuss past projects in detail.

• Portfolio Review & Presentation: A critical stage where you will present 1-2 selected case studies from your portfolio, detailing your research process, insights, and impact. Be prepared to answer in-depth questions about your work.

• Team/Stakeholder Interviews: Interviews with potential peers (other UX researchers, designers) and key stakeholders (e.g., Product Managers, Engineering Leads) to assess collaboration skills, communication style, and strategic thinking.

• Final Interview: A potential final interview with senior leadership to discuss your overall fit with the team and Navy Federal's mission.

Portfolio Review Tips:

• Curate Wisely: Select case studies that best showcase your skills relevant to this role, demonstrating end-to-end research processes and measurable impact.

• Tell a Story: Structure your presentations to tell a compelling narrative: the problem, your approach, the challenges, your solutions/insights, and the tangible outcomes.

• Quantify Impact: Whenever possible, use data and metrics to demonstrate the impact of your research (e.g., improved conversion rates, reduced task completion times, increased user satisfaction scores).

• Highlight Collaboration: Emphasize how you worked with cross-functional teams and managed stakeholder expectations.

• Be Prepared for Deep Dives: Anticipate detailed questions about your methodologies, decision-making process, and how you handled ambiguity or constraints.

Challenge Preparation:

• Methodology Deep Dive: Be ready to discuss the pros and cons of various research methods and when to apply them.

• Problem-Solving Scenarios: Practice thinking through hypothetical research problems relevant to financial services (e.g., how to understand member trust in a new digital feature, how to improve the onboarding process for a mobile app).

• Stakeholder Management: Prepare examples of how you effectively communicated complex research findings to non-researchers and influenced decision-making.

📝 Enhancement Note: This section provides actionable advice for navigating the interview process, with specific emphasis on portfolio presentation strategies and preparation for potential challenges tailored to a UX Research role in a financial institution.

🛠 Tools & Technology Stack

Primary Tools:

• UX Research Platforms: UserTesting.com, Maze, Lookback, UserZoom, etc., for remote usability testing and unmoderated studies.

• Survey & Data Collection Tools: Qualtrics, SurveyMonkey, Google Forms, Typeform for designing and distributing surveys, questionnaires, and collecting quantitative data.

• Collaboration & Whiteboarding: Miro, Mural, Figma for collaborative brainstorming, affinity mapping, journey mapping, and persona development.

• Analytics & Data Visualization: Google Analytics, Adobe Analytics, Tableau, Power BI for analyzing quantitative user behavior data and presenting insights.

• Prototyping Tools (Familiarity): Figma, Sketch, Adobe XD – understanding these tools is beneficial for interpreting designs and collaborating with designers.

Analytics & Reporting:

• Web Analytics: Google Analytics, Adobe Analytics for understanding user traffic, behavior flow, and conversion metrics on digital platforms.

• Data Warehousing/Databases (Basic Understanding): SQL or similar for potentially querying raw user data if needed.

• Reporting Dashboards: Tableau, Power BI, or internal Navy Federal tools for creating and sharing research insights and performance metrics.

CRM & Automation:

• CRM Systems (Awareness): Understanding how customer relationship management systems (like Salesforce, though Navy Federal may use proprietary systems) store member data can provide context for research.

• Project Management Tools: Jira, Asana, Trello for managing research projects, tracking tasks, and collaborating within Agile frameworks.

📝 Enhancement Note: This section details the expected technology stack for a UX Researcher, covering research platforms, data analysis tools, collaboration software, and project management systems commonly used in the field.

👥 Team Culture & Values

Operations Values:

• Member-Centricity: A core value at Navy Federal, prioritizing the needs and satisfaction of members in all decisions and product development. Research must directly contribute to improving the member experience.

• Integrity & Trust: Essential in financial services. Research must be conducted ethically, and findings should support decisions that maintain member trust and data security.

• Excellence: A commitment to high standards in all aspects of work, including research rigor, analysis, and communication. Striving for impactful insights and well-executed studies.

• Collaboration: A strong emphasis on working effectively with diverse teams across the organization to achieve common goals. Research insights are most impactful when shared and integrated collaboratively.

• Innovation: While operating in a regulated industry, there's a drive to innovate and improve member experiences through understanding evolving needs and leveraging technology.

Collaboration Style:

• Cross-functional Partnership: Expect to work closely with UX/UI Designers, Product Managers, Business Analysts, Developers, and Marketing teams. Regular sync-ups, workshops, and feedback sessions are common.

• Data-Driven Discussions: Collaboration is often facilitated by data and research findings, leading to objective discussions about product direction and user needs.

• Agile Integration: A collaborative approach within Agile sprints, ensuring research is an ongoing, integrated part of the development process rather than a separate phase.

• Knowledge Sharing: A culture that encourages sharing best practices, research findings, and lessons learned across teams to foster collective growth and efficiency.

📝 Enhancement Note: This section outlines the core values and collaboration style expected at Navy Federal, framing them within the context of a UX Researcher's role and responsibilities in the financial sector.

⚡ Challenges & Growth Opportunities

Challenges:

• Balancing Member Needs with Business Requirements: Navigating the inherent tension between delivering ideal member experiences and meeting strict business objectives, compliance regulations, and technical constraints within a financial institution.

• Researching Diverse Member Segments: Understanding and catering to the varied needs, technological proficiencies, and financial literacy levels of Navy Federal's diverse member base.

• Integrating Research into Fast-Paced Agile Cycles: Ensuring thorough, high-quality research is conducted efficiently within iterative development sprints, sometimes requiring rapid insights.

• Demonstrating ROI of UX Research: Clearly articulating and quantifying the business value and impact of UX research efforts to stakeholders who may not be deeply familiar with the discipline.

• Navigating a Large, Established Organization: Adapting to established processes and potentially longer decision-making cycles within a large credit union, while still driving user-centered innovation.

Learning & Development Opportunities:

• Advanced Research Techniques: Opportunities to learn and apply more specialized research methods (e.g., advanced qualitative analysis, behavioral economics, AI in UX research).

• Industry-Specific Knowledge: Deepening understanding of financial services, member behavior, and regulatory landscapes relevant to credit unions.

• Leadership and Mentorship: Potential to grow into senior research roles, mentor junior team members, and contribute to the strategic direction of UX research at Navy Federal.

• Conferences and Certifications: Support for attending industry conferences (e.g., UXPA, CHI) and pursuing relevant certifications to enhance skills and knowledge.

• Cross-Functional Skill Building: Opportunities to learn more about product management, design thinking, and data analytics to foster a holistic understanding of product development.

📝 Enhancement Note: This section identifies potential challenges specific to a UX Researcher in a large financial institution and outlines relevant growth and development opportunities, aligning with the career analysis.

💡 Interview Preparation

Strategy Questions:

• "Describe a time you had to balance conflicting user needs or stakeholder requests during a research project. How did you approach it, and what was the outcome?" (Focus on negotiation, prioritization, and stakeholder management.)

• "How would you approach researching the needs of a specific member segment (e.g., young adults, retired members) for a new mobile banking feature?" (Assess your understanding of segment-specific research and adapting methodologies.)

• "Imagine we are launching a new investment product online. What research steps would you take to ensure a positive and trustworthy user experience?" (Evaluate your ability to apply research to complex financial products and address trust.)

Company & Culture Questions:

• "What interests you about working for Navy Federal Credit Union specifically, and how do you see your UX research skills contributing to our mission?" (Demonstrate research into Navy Federal's values and member focus.)

• "How do you stay current with UX research best practices and emerging trends in the financial industry?" (Showcase your commitment to continuous learning.)

Portfolio Presentation Strategy:

• Select Impactful Case Studies: Choose projects that clearly demonstrate your end-to-end UX research process, showing problem identification, methodology, insights, and measurable impact.

• Structure Your Narrative: For each case study, clearly articulate: The Business/User Problem, Your Role & Responsibilities, The Research Questions, The Methodology Chosen (and why), The Process/Execution, Key Findings & Insights, Design/Product Recommendations, and The Impact/Outcome (quantified if possible).

• Be Prepared for Deep Dives: Anticipate questions about your specific contributions, the rationale behind your methodological choices, how you handled challenges, and how your findings influenced the final product.

• Showcase Collaboration: Be ready to discuss how you partnered with designers, product managers, and engineers.

📝 Enhancement Note: This section provides specific, actionable interview questions and preparation strategies tailored to a UX Researcher role at Navy Federal, emphasizing methodology, impact, and cultural fit.

📌 Application Steps

To apply for this UX Researcher II position:

• Submit your application through the Navy Federal Credit Union career portal via the provided link.

• Portfolio Customization: Prepare and select 2-3 of your strongest UX research case studies that best align with the responsibilities and requirements outlined in this description, focusing on financial services or complex digital products if possible.

• Resume Optimization: Tailor your resume to highlight specific UX research methodologies you've employed, your experience with quantitative and qualitative data analysis, stakeholder management, and any impact you've had on product development or user experience. Use keywords from this job description.

• Interview Preparation: Practice articulating your research process, methodologies, and findings clearly and concisely. Prepare specific examples for behavioral questions and be ready to present your portfolio case studies effectively. Research Navy Federal's mission, values, and recent digital initiatives.

• Company Research: Gain a deep understanding of Navy Federal's business, its member base, and its position within the financial services industry. Consider how UX research contributes to their member-centric approach and regulatory environment.

⚠️ 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.

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