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User Researcher

Posted: 10 Oct 2021 Closes: 9 Nov 2021
Hong Kong Office Competitive
Permanent & Full-time -335607747

About the opportunity

About Global Digital Experience

The Global Digital Experience team provides ground breaking digital solutions to deliver market leading digital client experiences and creating innovative ideas that bridges mobile, desktop, back office and other digital media to provide solutions and services that are driven by customer insight and business & local Market demands across PI, Wholesale, Institutional, Advisory and DC/Workplace Investing.The Global Digital experience team places itself in a leading position to respond and adapt in a continuously evolving ecosystem to achieve Fidelity's strategic goals, deliver best in class digital experiences to our customers, and provide exciting growth opportunities for our employees.

Role overview

As a User Researcher you'll be responsible for planning, conducting and analysing user research to help our product teams deliver digital services that create the best possible customer experience and outcomes. You'll act as an advocate for the end user, and help ensure that our product teams take an evidence based approached to their decision making by conducting primary research and testing.

Key Responsibilities

  • Plan, conduct and analyse user research, using a variety of methods, to ensure our digital services provide the best possible customer experience and outcomes. Including usability testing (online and offline), user interviews, contextual enquiry, tree tests, card sorts, and click tests.
  • Input into and help shape the design of solutions based on the research conducted.
  • Work within a digital product team and alongside business stakeholders to identify and prioritise research and testing goals, and to establish customer and business needs and deliver actionable research findings to
  • Build a view of the customer through analysis and synthesis of customer feedback and analytics data to help drive opportunity and problem discovery.
  • Work with the Head of User Research to help implement best practice process and standards.
  • Support other team members with a hands-on approach and willingness to collaborate.
  • Provide guidance and education on appropriate research methodologies to the Global Digital Experience team and wider Fidelity business where required.
  • Facilitate and manage relationships with external third-party suppliers where required.

Experience and Qualifications Required:

  • Relevant experience in a user research role.
  • Bachelors, Masters or PhD degree in a relevant field is desirable (e.g. usability, human factors, HCI, sociology, psychology, service design, computer science).
  • Experience in financial services is desirable but not required.
  • Some experience in design/ creative work advantageous but not required.

Skills and Knowledge

  • Fluent in written and spoken English.
  • Knowledge of an Mandarin, Cantonse, or Japanese advantageous.
  • Knowledge and experience of different user research methods and tools, when to apply them, and how to apply them correctly.
  • Ability to engage a digital project team and wider stakeholders within the research process.
  • Analysis and synthesis of qualitative and quantitative research data. Prioritising findings and clearly communicating them to colleagues from different disciplines.
  • Able to plan and manage research effectively, within a fast-paced delivery environment, ensuring timely and precise delivery of user research insights.
  • Can advocate for user research, engaging sceptical colleagues and stakeholders.
  • Able to take a pragmatic approach and balance user research needs with business and technology constraints.
  • Ability to plan and execute activities such as stakeholder interviews, experience audits and heuristic evaluation to help shape scope and direction.
  • Experience working with analytics tools to derive insights

About you

About Fidelity International

Fidelity International offers investment solutions and services and retirement expertise to more than 2.5 million customers globally. As a privately held, purpose-driven company with a 50-year heritage, we think generationally and invest for the long term. Operating in more than 25 countries and with $739.9 billion in total assets, our clients range from central banks, sovereign wealth funds, large corporates, financial institutions, insurers and wealth managers, to private individuals.

Our Workplace & Personal Financial Health business provides individuals, advisers and employers with access to world-class investment choices, third-party solutions, administration services and pension guidance. Together with our Investment Solutions & Services business, we invest $567 billion on behalf of our clients. By combining our asset management expertise with our solutions for workplace and personal investing, we work together to build better financial futures.

Our clients come from all walks of life and so do we. We are proud of our inclusive culture and encourage applications from the widest mix of talent, whatever your age, gender, ethnicity, sexual orientation, gender identity, social background and more.

As a flexible employer, we trust our people to perform their role in the way that works best for them, our clients and our business. We are a disability-friendly company and would welcome a conversation with you if you feel you might benefit from any reasonable adjustments to perform to the best of your ability during the recruitment process and beyond. Data as at 31 March 2021. Read more at

Applying to this Job Role: Please note you are only required to upload your CV/Resume to the application screen.
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