Senior User Experience (UX) Researcher

Responsibilities:

 1. UX Research 

• Own and lead end-to-end UX research across multiple products, customers, and stages of the product lifecycle, including research planning, participant recruitment, moderation, analysis, synthesis, presentation, and recommendations.    
• Conduct generative and evaluative research using methods such as user interviews, concept testing, usability testing, surveys, competitive analysis, behavioral analysis, and other qualitative and quantitative methods as appropriate, including but not limited to: 
• Discovery research for new products, user segments, use cases, and market opportunities, helping teams understand unmet user needs and evaluate opportunities before significant product investment.  
• Usability testing for new features, product improvements, and early concepts, translating findings into actionable product recommendations.  
• Competitive analysis of direct and indirect competitors to identify opportunities and inform product prioritization and design decisions.  
• Partner closely with Product Managers, Product leadership, Designers, Copywriters, Sales and other stakeholders to identify research questions and priorities, bring user insights into the product development process, review concepts, workflows, information architecture, prototypes, and UX copy, and provide recommendations based on user needs. Identify knowledge gaps and initiate additional research when existing evidence is insufficient to support product or design decisions. 
• Proactively identify and prioritize research opportunities based on user feedback, business priorities, customer/carrier needs, product data, market signals, and recurring customer pain points. Balance research priorities based on potential business and customer impact. 
• Synthesize research findings into compelling narratives, insights, and recommendations that clearly communicate what users need, why it matters, and what the team or company should do next.  
• Apply deep research rigor, strategic thinking, and business context to guide experience and product decisions. 
• Maintain research documentation and repositories so findings, reports, and historical research can be easily accessed and reused across the organization. 

2. Voice of the Customer (VoC) & Customer Insights

• Own the end-to-end Voice of the Customer program across supported products from launching feedback mechanisms and gathering customer feedback through data management, analysis, reporting, and stakeholder action.  
• Manage ongoing and ad-hoc customer feedback programs, integrating signals from surveys, app reviews, NPS, in-app feedback, cancellation feedback, UX research, and other customer channels into a unified view of the customer experience. 
• Monitor, manage, and optimize app ratings and NPS, including optimizing Love Dialog targeting, triggers, timing, and audience criteria to improve rating and feedback mechanisms. Track customer sentiment and surface key pain points, emerging trends, and product gaps. 
• Partner with Product Managers and relevant stakeholders to turn VoC insights into action, prioritizing customer pain points, advocating for customer needs, and providing recommendations that inform product and roadmap priorities, deeper research, and user education. 
• Communicate customer insights and recommendations across a range of audiences, from cross-functional product teams to leadership and carrier/customer partners, with clarity and a strong point of view on where and how the organization should act. 
• Continuously improve feedback mechanisms, surveys, and measurement approaches to ensure the organization is collecting useful and actionable customer insights. 

3. User Education & Communication

• Use UX research and VoC insights to identify opportunities where proactive communication and education can improve the customer experience, reduce confusion, and increase awareness of product capabilities. 
• Develop and manage targeted in-app communications and educational campaigns using Firebase and Apptentive/Alchemer, including: 
• Feature announcements to introduce new features and capabilities.  
• “Did You Know?” education to address common questions, recurring confusion, and underutilized features.  
• Individual communications to respond to specific user feedback or provide targeted guidance. 
• Partner with cross-functional teams to develop messaging and define the appropriate audience, targeting, timing, and delivery approach.  
• Monitor campaign performance, sharing insights and recommendations with relevant stakeholders to continuously improve communications.  
• Maintain and evolve self-service educational resources, including Tips & Tricks and Digital Wellness content, to provide users with ongoing product guidance. 

Qualifications:

• 5+ years of experience in UX Research, Customer Insights, Human-Centered Design, or a related field, with demonstrated experience influencing product strategy and design through research. 
• Bachelor’s or master’s degree in human-Computer Interaction, Psychology, Cognitive Science, Anthropology, Behavioral Science, Design, Statistics, Economics, or a related field. 
• Demonstrated experience leading end-to-end UX research, including research planning, participant recruitment, moderation, analysis, synthesis, and translating findings into actionable recommendations. 
• Experience managing Voice of the Customer (VoC) programs, including surveys, NPS, app reviews, and other qualitative and quantitative customer feedback. 
• Strong ability to synthesize research and user data into insights that directly inform product direction and business decision making. 
• Demonstrated ownership mentality, with a track record of proactively identifying problems, driving solutions, and effectively prioritizing when capacity is limited. 
• Ability to balance tactical execution with strategic objectives while managing multiple products, customer accounts, research initiatives, and recurring responsibilities. 
• Comfortable working in an ambiguous and fast-changing environment, challenging assumptions when evidence points in another direction.  
• Demonstrated ability to influence without authority in cross functional, Agile environments. 
• Experience presenting research and customer insights to cross-functional teams, senior leadership, and external customers/partners, with the ability to translate complex findings into compelling narratives and drive action.  
• Experience with tools such as Figma/FigJam, UserTesting, Apptentive/Alchemer, Firebase Messaging, Microsoft Excel, Microsoft PowerPoint, and product analytics platforms is preferred.  
• Proficient in English (written and verbal).