Contact Center Human Factors/User Experience (UX) Analyst

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Job ID:
20170531-2774
Job Category:
Information Technology
Relevant Work Experience:
Analyst/Strategy-2-5 yrs, IT-Other Specialty Engineering-2-5 yrs
Current Licenses / Certifications:
None
Position Located In:
CO - Lone Tree
Education:
BA/BS
Job Type:
Full Time
Description:

Lone Tree - CO, DENR1, 9800 Schwab Way, 80124
Kristen Shaw Krueger
20170531-2774

We believe that, when done right, investing liberates people to create their own destiny. We are driven by our purpose to champion every client’s goals with passion and integrity. We respect and appreciate the diversity of our employees, our clients, and the communities we serve. We challenge conventions strategically to create value for our clients, our firm and the world. We live and bring to life the concept of ‘own your tomorrow’ every day. We champion our employee strengths, guide their development, and invest in their long-term success. We hire optimistic, results-oriented, curious, innovative, and adaptable people with the desire to help our clients and one another succeed.

As a company, we were established by Chuck over 40 years ago to champion Main Street over Wall Street, and to help Americans transform themselves from earners to owners. Through advocacy and innovation, we work to make investing more affordable, accessible and understandable for all. As we enter our fifth decade, we are looking for talented, innovative and driven people who believe they can help themselves, and our clients, create a better future.

Our Opportunity:

We are currently offering the opportunity for a Human Factors professional to join our Contact Center User Experience (UX) & Interaction Analytics team.  Our team makes lives easier for our clients and employees by driving product and process improvements using speech analytics, client feedback, and user centered design to remove pain points and create efficiencies in contact center systems, products, and processes.  A major focus will be on the usability of voice user interfaces of automated phone systems. 

 What you’ll do:

  • Lead user research: plan, design, and conduct various user-centered design assessments such as cognitive walkthroughs, heuristic evaluations, surveys, usability testing, Wizard-of-Oz testing, etc.
  • Analyze complex business problems to provide recommendations based on Human Factors best practices and usability analyses to ensure a user-centered design. 
  • Author reports and presentations to communicate the recommendations from those analyses and assessments to both technical and non-technical audiences.
  • Collaborate across Schwab lines of business to drive the implementation of those recommendations in a manner consistent with the total client and employee experience across Schwab.
  • Be a subject matter expert, internal consultant, and champion of Human Factors and usability principles.  

 What you have:

  • BS/MS in Human Factors Engineering or Psychology, Human Computer Interaction, Cognitive Science, or similar field.
  • 3+ years of experience in Human Factors research & analyses methods, techniques, & principles.
  • Experience designing, testing, & evaluating the user interface of automated phone systems (e.g., IVRs), voice user interfaces, speech-enabled systems, and contact center applications is a plus.
  • Proficiency with Windows Office applications (Excel, PowerPoint, etc.).
  • Excellent written and verbal communication skills.
  • Ability to self-manage multiple tasks at one time.
  • An unrelenting curiosity; proactively seeking opportunities to make improvements, gain efficiencies and meet unknown needs.
  • A passion for putting the user first and have the highest level of user/customer satisfaction

 What you’ll get:

  • Comprehensive Compensation and Benefits package
  • Financial Health: 401k Match, Employee Stock Purchase Plan, Employee Discounts, Personalized advice, Brokerage discounts
  • Work/Life Balance: Sabbatical, Paid Parental Leave, New Mothers returning to work Program, Tuition Reimbursement Programs, Time off to volunteer, Employee Matching Gifts Program
  • Everyday Wellness: Health and Lifestyle Wellness Rewards, Onsite Fitness Classes, Healthy Food Choices, Wellness Champions
  • Inclusion: Employee Resource Groups, Commitment to diversity, Strategic partnerships
  • Not just a job, but a career, with an opportunity to do the best work of your life

 


Learn more about Life@Schwab.


Charles Schwab & Co., Inc. is an equal opportunity and affirmative action employer committed to diversifying its workforce. It is Schwab's policy to provide equal employment opportunities to all employees and applicants without regard to race, color, religion, sex (including pregnancy, childbirth, breastfeeding, or related medical conditions), gender identity or expression, national origin, ancestry, age, disability, legally protected medical condition, genetic information, marital status, sexual orientation, protected veteran status, military status, citizenship status or any other status that is protected by law.


Job Specifications
Relocation Offered?: No
Work Schedule: Any Shift
Languages: English - spoken
Current Licenses / Certifications: None
Relevant Work Experience: Analyst/Strategy-2-5 yrs, IT-Other Specialty Engineering-2-5 yrs
Position Located In: CO - Lone Tree
Education: BA/BS
Job Type: Full Time

Category:Information Technology
Activation Date: Friday, June 16, 2017
Expiration Date: Saturday, July 8, 2017
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Brokerage Products: Not FDIC Insured • No Bank Guarantee • May Lose Value

Charles Schwab & Co., Inc. is an equal opportunity and affirmative action employer committed to diversifying its workforce. It is Schwab's policy to provide equal employment opportunities to all employees and applicants without regard to race, color, religion, sex (including pregnancy, childbirth, breastfeeding, or related medical conditions), gender identity or expression, national origin, ancestry, age, disability, legally protected medical condition, genetic information, marital status, sexual orientation, protected veteran status, military status, citizenship status or any other status that is protected by law. Schwab also does not discriminate against applicants or employees because they have inquired about, discussed, or disclosed their own pay or the pay of another employee or applicant.

At Schwab, we believe that every employee, through their diverse abilities and experiences, can contribute to our growth, innovation and client loyalty. We embrace diversity and are committed to providing equal opportunity to all employees and applicants. If you have a disability, and require reasonable accommodations in the application process, call Human Resources at 800-725-3535. We will be happy to assist you. Schwab will only share your accommodation request with those individuals who have a specific need to know. The request for an accommodation will not affect Schwab’s hiring decisions. All other submissions should be performed online.

The Charles Schwab Corporation provides a full range of securities, brokerage, banking, money management, and financial advisory services through its operating subsidiaries. Its broker-dealer subsidiary, Charles Schwab & Co., Inc. (“Schwab”), Member SIPC , offers investment services and products, including Schwab brokerage accounts. Its banking subsidiary, Charles Schwab Bank (member FDIC and an Equal Housing Lender), provides deposit and lending services and products.