Senior Manager, Design Research

Visa Inc.; Toronto; Hybrid; CAD 100,000 - 130,000; Full time

Job summary

A leading consulting firm seeks a Senior Manager, Research to accelerate client innovation initiatives by uncovering customer insights and behaviors. This role involves leading research for various clients, delivering actionable insights, and mentoring junior researchers while collaborating with cross-functional teams. Ideal candidates thrive in ambiguous environments and possess excellent communication and project management skills.

Qualifications

• 8+ years of relevant experience with a Bachelor's degree, or 5+ years with an advanced degree.
• Experience in user research or related fields, with a strong grasp of human-centered design.
• Proven ability to handle complex problems and drive results.

Responsibilities

• Execute qualitative research phases from scoping to reporting.
• Synthesize findings into compelling stories with actionable recommendations.
• Mentor junior team members and facilitate design thinking workshops.

Skills

Analytical skills

Team-oriented

Communication skills

Project management

Problem-solving

Education

Bachelor's degree

Master's degree

PhD

Job description

The Product Experience Design & Digital (PxD+D) team serves as the innovation arm of the Visa Consulting and Analytics group (VCA). PXD+D addresses complex business problems through a customer-centric approach, creating insights that enhance the user experience of our clients’ products and services. Our team members are innovative thinkers and strategic problem solvers, combining analytical skills with creativity.

The Senior Manager, Research, will help Visa’s clients accelerate their innovation initiatives and transform their customer experiences by uncovering customer attitudes, behaviors, and needs. In this role, you will lead the research component of innovation consulting projects for a diverse set of Visa clients, delivering insights, customer journeys, blueprints, and personas that clarify complex client challenges.

This position is ideal for someone who thrives in ambiguous problem spaces across various sectors, excels at translating research insights into compelling stories, and drives tangible business outcomes. It is an individual contributor role with mentorship opportunities for internal partners and junior researchers.

Responsibilities :

• Execute all phases of qualitative research including scoping, recruiting, strategy, conducting, synthesizing, and reporting.
• Synthesize complex findings into compelling stories and artifacts, making data-driven recommendations actionable for clients.
• Articulate the benefits of different research methods to internal teams and clients.
• Collaborate with strategy, design, and other teams to create a comprehensive narrative.
• Establish best practices in research tools, templates, processes, and methods to elevate the research function.
• Facilitate design thinking workshops with clients and stakeholders.
• Mentor junior team members, assign tasks, define timelines, and review deliverables.

Essential Functions :

• Embrace creativity, optimism, ambiguity, and a 'fail-fast' mindset.
• Proven ability to handle complex, ambiguous problems and drive results.
• Analytical, team-oriented, collaborative, diplomatic, flexible, with excellent presentation and communication skills.
• Client-focused with mature interaction skills.
• Strong project management and organizational skills, capable of managing multiple workstreams.

This is a hybrid position; in-office days will be confirmed by your Hiring Manager.

Basic Qualifications :

8+ years of relevant experience with a Bachelor's degree, or at least 5 years with an advanced degree (e.g., Masters, MBA, JD, MD), or 2 years with a PhD.

Preferred Qualifications :

• 9+ years of relevant experience with a Bachelor's degree, or 7+ years with an advanced degree, or 3+ years with a PhD.
• Degrees in Sociology, Anthropology, History, Psychology, or related research disciplines.
• 10+ years of experience in user research or related fields.
• Deep understanding of human-centered design in product and service development.
• Experience working in fast-paced, consulting environments across multiple projects.
• Proven ability to build relationships and collaborate across functions, levels, and geographies, including virtual teams.
• Excellent interpersonal, client management, communication, and problem-solving skills.

Visa is an equal opportunity employer. Qualified applicants will receive consideration without regard to race, color, religion, sex, national origin, sexual orientation, gender identity, disability, or veteran status. Accommodations are available upon request for candidates participating in the selection process.

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