BNY Mellon Careers

Sr. Group Manager, Design Research

New York, New York

Job Description

The newly formed Digital team focuses on maximizing investments in our digital capabilities to drive significant improvements in business performance and the client and employee experience. The team is accelerating the bank’s innovation strategy, developing more cross-functional integration and mining best practices to integrate across businesses, regions, front line relationship managers, innovation centers. 

As part of the enterprise-wide digital team, Client Experience Strategy is a core capability to develop the enterprise-wide CX strategy as well as to support complex strategic initiatives.   

The primary focus and responsibilities will be to develop superior client insights based on qualitative research across our product and service portfolio to support our strategy & design team. 

Main responsibilities will include:

  • Develops and executes client-centered research using a variety of methodologies including: ethnographic interviews, ethnography, contextual inquiry, diary studies, concept testing, benchmarking/competitive analysis, persona/profile creation and other appropriate qualitative and quantitative research techniques.

  • Works alongside strategists and designers to inform and develop new experiences across the existing product and service portfolio and new product and service development

  • Synthesizes and organizes research data to inform decision-making from the product and service design to the leadership level.

  • Supports the development of an enterprise-wide insights capability working with corporate strategy, marketing, client engagement teams and operations.

  • Curates external research sources and best practices in experience design based on human and organizational insights.


Bachelor's degree in psychology, user experience, design, human computer interaction or a related discipline, or equivalent work experience required.  Advanced degree or MBA preferred. 12+ years of related experience required, experience in the securities or financial services industry is a plus.
Preferred qualifications:
  • Able to work with and guide cross-functional/non-technical design teams
  • Able to dive into complex service solutions while maintaining a human-centered perspective
  • Understanding of business users of services and enterprise software
  • Understanding of implications on service design and technology requirements
  • Able to laterally transfer outside of the industry best practices to work products in financial services

BNY Mellon is an Equal Employment Opportunity/Affirmative Action Employer.
Minorities/Females/Individuals With Disabilities/Protected Veterans.

Primary Location: United States-New York-New York
Internal Jobcode: 45325
Job: Digital
Organization: Client Experience-HR18006
Requisition Number: 1910382