Job Description

SR UX Researcher

Digital Customer Experience

About the Role

We are seeking a SR UX Researcher to join a Digital Customer Experience team focused on designing intuitive, data-driven digital products for both customer- and employee-facing applications.

This role is ideal for a thoughtful, empathetic, and analytical user advocate who thrives at the intersection of research, data, and design strategy. You will work closely with Product Owners, Designers, Engineers, and stakeholders to uncover insights that inform product decisions and improve end-to-end user experiences.

You will have the opportunity to lead research initiatives, influence product strategy, mentor peers, and help scale UX research practices within a complex, fast-paced organization.

Why You’ll Love This Job

• Be part of a collaborative, multidisciplinary UX team
• Influence product decisions through meaningful user insights
• Work across the full UX research lifecycle, from discovery through validation
• Wear multiple hats as a researcher, strategist, mentor, and advocate
• Help mature and scale UX research practices and operations

What You’ll Do

• Partner with Product Owners, Designers, and stakeholders to understand business goals and user needs
• Develop and execute research strategies aligned with product objectives and key results (OKRs)
• Conduct discovery and evaluative research to inform product direction
• Perform qualitative UX research , including:
• Moderated usability testing
• User interviews and contextual inquiries
• Heuristic evaluations and competitive analyses
• Perform quantitative UX research , including:
• Surveys and clickstream analysis
• Card sorting, tree testing, and unmoderated usability testing
• Eye-tracking studies to assess usability and comprehension
• Synthesize research findings into clear, actionable insights and communicate them effectively to cross-functional teams
• Leverage analytics tools to supplement research and assess product performance
• Create and maintain personas, journey maps, and service blueprints to support customer-centered design
• Monitor UX metrics and customer feedback to identify opportunities for improvement
• Work in an Agile environment across multiple initiatives and ceremonies
• Help scale UX research by contributing to Research Operations, infrastructure, and best practices
• Utilize research tools, hardware, and participant recruitment platforms

Top Mandatory Skills & Experience

• Bachelor’s degree in Human-Computer Interaction, Human Factors Engineering, Computer Science, Visual Design, Behavioral Sciences, Psychology , or a related discipline
• Strong foundation in user-centered design , with hands-on experience in qualitative and quantitative research methods
• Experience with SPSS, R, SQL, database queries, and basic programming languages , supported by strong analytical skills

Minimum Qualifications

• Bachelor’s degree in a related field
• 3+ years of applied UX research experience , preferably in large or matrixed organizations
• Proficiency with remote unmoderated and moderated usability testing platforms
• Familiarity with modern design and prototyping tools (Figma, Sketch, Adobe CC, Zeplin, Flinto, etc.)
• Strong written and verbal communication skills
• Ability to present research findings clearly and justify design recommendations using data, best practices, and business requirements
• Passion for advocating and educating teams on user-centered research principles

Preferred Qualifications

• Master’s degree or Ph.D. in a related discipline
• 5+ years of UX research experience in complex or enterprise environments
• Experience owning and executing research strategies aligned to product objectives and OKRs
• Project management skills with the ability to define strategy, set goals, and deliver on time
• Experience scaling research practices, building insight repositories, or establishing benchmarking programs
• Proficiency with analytics dashboards and data visualization tools
• Experience conducting field research with unionized or regulated workforces
• Knowledge of Artificial Intelligence (AI) and its application to UX research and design

Skills, Tools & Competencies

• Qualitative and quantitative UX research methods
• SPSS, R, SQL, database querying, and basic programming
• Moderated and unmoderated usability testing platforms
• Eye-tracking tools and research hardware
• UX metrics, analytics, and data interpretation
• Design and prototyping tools
• Insight storytelling and presentation development
• Cross-functional collaboration and stakeholder influence

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