Job Description

FIS is a leading fintech innovator, empowering consumers and businesses with cutting-edge financial technology solutions. We champion diversity and innovation to advance the way the world pays, banks, and invests. If you're ready to embark on a journey of learning, growth, and impactful contributions in the fintech realm, we want to hear from you.

NOTE:

1) This position is hybrid (3 days onsite) in our FIS Office location in Jacksonville (FL)

2) Current and Future Sponsorship is not available for this position.

About the Team:

The FIS Design+ team operates with a mandate to create world-class digital finance products. We are a fast-paced, fun group that believes in customer-centricity and setting a high bar for everything we ship.

Job Description

As a Senior User Experience Researcher at FIS, you will be part of a centralized research team within Design+ dedicated to increasing the influence and adoption of customer insights across the business. Through rigorous research, cross-functional collaboration, and strategic stakeholder engagement, you will help product, design, and engineering teams understand customers, navigate complex decisions, and build products and experiences that deliver meaningful value to millions of people around the world.

What You’ll Do:

• Lead High-impact Research: Partner with product, design, and business stakeholders to identify high-value research opportunities, design and execute rigorous research projects (qualitative and quantitative), and deliver timely insights that shape product and design decisions across the business.
• Facilitate Customer-centered Decisions: Lead workshops and collaborative planning activities to align stakeholders and build customer empathy across business lines, ensuring that roadmaps and product requirements address key customer pain points and opportunities.
• Drive Actionable Insights: Create the conditions for evidence-based decision-making by understanding stakeholder needs, framing customer insights around critical business questions, and guiding teams toward actions that improve customer outcomes and advance strategic goals.
• Collaborate Cross Functionally: Work with cross-functional partners to embed research and customer insights into product planning, prioritization, and decision-making processes. Through effective communication, stakeholder engagement, and shared ownership, you will increase insight adoption and research-backed approaches across the business.
• Influence Product Strategy: Build trusted relationships with product, design, engineering, and business leaders, ensuring research insights inform priorities, long-term product directions, and investment decisions.

Your Skills & Experience:

• 5+ years of experience leading end-to-end mixed-methods UX research, with expertise in foundational and strategic approaches, such as customer segmentation, Jobs-to-be-Done, in-depth interviews, surveys, and behavioral analytics.
• Demonstrated ability to build trust through open, proactive communication, keeping stakeholders informed throughout the research lifecycle and delivering findings, recommendations, and methodological context in ways that are accessible, relevant, and actionable.
• Skill at establishing strong relationships with cross-functional stakeholders, understanding their goals and ways of working, and partnering effectively to ensure insights are incorporated into business and product decisions.
• Proven ability to navigate complex organizational environments, understand competing priorities, and position customer insights in ways that support informed decisions, build shared understanding, and drive meaningful actions.
• Adept at determining what questions are worth answering, when research is needed, and which approaches will generate the most meaningful impact, enabling teams to make confident decisions with limited time and imperfect information.

Preferred Qualifications:

• Bachelor's degree in Human-Computer Interaction, Psychology, Anthropology, Cognitive Science, or a related discipline. Master’s degrees or PhDs are valued but not required.
• Experience in fintech, financial services, or technology industries, including banking, payments, cloud computing, SaaS, or cybersecurity.
• Familiarity with quantitative, qualitative, and data visualization tools such as R, SPSS, Power BI, ATLAS.ti, and NVivo.
• Experience conducting research with global audiences, accounting for cultural, regional, and market differences when designing studies and interpreting findings.

What We Offer you:

At FIS, you can grow your career as far as you want to take it. Here’s what else we offer:

• Opportunities to make an impact in fintech
• Personal and professional learning
• Inclusive, diverse work environment
• Resources to give back to your community
• Competitive salary and benefits

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Privacy Statement

FIS is committed to protecting the privacy and security of all personal information that we process in order to provide services to our clients. For specific information on how FIS protects personal information online, please see the Online Privacy Notice.

EEOC Statement

FIS is an equal opportunity employer. We evaluate qualified applicants without regard to race, color, religion, sex, sexual orientation, gender identity, marital status, genetic information, national origin, disability, veteran status, and other protected characteristics. The EEO is the Law poster is available here supplement document available here

For positions located in the US, the following conditions apply. If you are made a conditional offer of employment, you will be required to undergo a drug test. ADA Disclaimer: In developing this job description care was taken to include all competencies needed to successfully perform in this position. However, for Americans with Disabilities Act (ADA) purposes, the essential functions of the job may or may not have been described for purposes of ADA reasonable accommodation. All reasonable accommodation requests will be reviewed and evaluated on a case-by-case basis.

Sourcing Model

Recruitment at FIS works primarily on a direct sourcing model; a relatively small portion of our hiring is through recruitment agencies. FIS does not accept resumes from recruitment agencies which are not on the preferred supplier list and is not responsible for any related fees for resumes submitted to job postings, our employees, or any other part of our company.

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