The AIR MILES Reward Program is one of Canada’s most recognized loyalty programs, with over 10 million active collector accounts, representing more than half of all Canadian households. AIR MILES collectors earn Reward Miles at more than 300 leading Canadian, global and online brands and at thousands of retail and service locations across the country. AIR MILES is a wholly-owned subsidiary of the Bank of Montreal (BMO). BMO is Canada’s oldest bank and the 8th largest in North America with more than 12 million customers globally.

Position Overview:

As a Senior UX Researcher at Air Miles, you’ll lead high-impact research that informs and shapes our products, ensuring they’re intuitive, engaging, and deeply aligned with user needs. By uncovering rich insights into user behavior and expectations through both qualitative and quantitative data, you’ll drive a user-centered approach across diverse touchpoints. Your research will fuel product strategy as you champion user advocacy and collaborate with cross-functional teams to guide decisions that make a tangible difference.

In this role, you’ll conduct both generative and evaluative research, creating a roadmap of insights that aligns with Air Miles’ strategic vision. You’ll own the research lifecycle for major projects, from scoping and planning to execution and synthesis, comfortable with both qualitative and quantitative methods to provide a holistic view of the user experience. This is a unique opportunity to influence key product decisions, strengthen cross-functional partnerships, and elevate the UX Research function within Air Miles.

Responsibilities:

• Lead End-to-End Research Projects: Conduct research that informs product strategy and design decisions for the Air Miles digital ecosystem, spanning web, mobile, and partner integrations.
• Design and Conduct Mixed-Methods Research: Utilize methods such as usability studies, customer journey mapping, card sorting, surveys, interviews, and data analytics to uncover deep user insights.
• Develop Research Plans: Create comprehensive research plans aligned with business goals, detailing methods, timelines, and deliverables to ensure actionable results.
• Collaborate with Analytics & Insights: Partner with the A&I team to combine qualitative insights with quantitative data for a holistic view of user behavior.
• Analyze and Present Key Findings: Demonstrate strong stakeholder management, influence, and communication skills by presenting your research findings to key stakeholders.
• Build Cross-Functional Relationships: Collaborate closely with product managers and designers to identify and prioritize opportunities where research can improve product decisions and enhance customer experiences.

Qualifications:

• Experience: 4-6 years of UX research experience, with a proven track record of leading large-scale research projects for both web and app.
• Research Skills: Expertise in both qualitative and quantitative research methods, with hands-on experience in surveys, interviews, field studies, Adobe Analytics, Heap etc
• Tools: Proficiency with UX research tools such as Hotjar, Playbook UX, FullStory, and similar platforms for user testing and behavioral analysis.
• Communication: Strong ability to present research findings to non-technical stakeholders, translating insights into clear, actionable recommendations.
• Problem-Solving: Ability to work within a fast-paced environment, balancing multiple projects and prioritizing research efforts based on business needs.
• Collaboration: Demonstrated experience working in agile environments and collaborating with cross-functional teams, including product, design, and development.

Nice to Have:

• Education: Bachelor’s or Master’s degree in Human-Computer Interaction (HCI), Psychology, Anthropology, or a related field.