Investment Behavior & Experience Research

Job Purpose

- Build and lead a specialized function focusing on investor behavior research and customer experience optimization across all touchpoints within the securities products and services ecosystem.

- Advise product development, design, marketing, and operations teams on user experience strategies.

- Ensure all product development decisions and ecosystem-building policies are grounded in deep understanding of investor behaviors and customer insights.

- Implement customer experience measurement frameworks across the user journey, driving continuous improvement to enhance experience and support business goals.

Key Responsibilities

1. Lead Experience Research Strategy

- Design UX/CX research orientation tailored to specific investor segments (e.g., first-time investors, experienced individuals, institutional clients).

- Lead the development of Customer Journey Maps and Experience Maps.

- Provide actionable recommendations to improve products and services based on research findings.

2. Team Building & Management

- Recruit, train, and manage a cross-functional team including UX/CX Researchers, Behavioral Insight Analysts (Data), and UX Writers/Content Strategists.

- Establish internal research procedures and standardize research documentation.

3. Product & Communication Strategy Advisory

- Deliver strategic insights to inform product development priorities aligned with real investor needs.

- Work directly with Product Owners (PO) and Business Analysts (BA) to prioritize product backlog based on user experience impact.

- Collaborate with Marketing to tailor communication campaigns to distinct user psychographics.

- Architect user experiences across App/Web/securities trading platforms—from account opening, deposits/withdrawals, order placements, portfolio monitoring to asset reporting. Provide input on UI content, push notifications, onboarding flows to ensure investor-friendliness and trust.

4. Measurement & Reporting

- Set up UX/CX performance metrics such as NPS, CSAT, Retention Rate, Task Completion Rate, etc.

- Analyze behavioral data and user feedback to generate periodic insights for executive leadership.

- Deliver regular reports on the impact and effectiveness of user experience improvements.

5. Internal Communication & Training

- Organize workshops to share user insights with product, operations, and customer support teams.

- Coach POs/BAs on design thinking and user research skills.

- Continuously update UX/CX trends in finance and securities industries to refine research methodologies.