This is a full-time onsite role based in the location(s) posted and is performed from the designated work location five days per week. No relocation is offered.
The Lead User Researcher is responsible for planning and executing mixed-methods research across the product lifecycle, combining qualitative and quantitative approaches to uncover customer needs, evaluate experiences, and inform product and design decisions. This role partners closely with design, product, and business stakeholders to translate research into actionable insights, shape experience strategy, and support service design across complex customer journeys.
As a Lead User Researcher, you will be a highly valuable strategic partner in defining and creating innovative products across a variety of domains. You will lead user research programs across the entire lifecycle of a product. You also excel as a design strategist and can support end-to-end service design, playing a crucial role in informing what we build and how we design the experiences.
Other Key Roles and Responsibilities
Strategic Research Planning and Execution: Develop and implement comprehensive research plans and methodologies to gather user insights that inform high-level design and product decisions across the organization.
Advanced Data Analysis and Strategic Reporting: Analyze and interpret complex research data to identify patterns, trends, and actionable insights. Compile findings into strategic reports and presentations, effectively communicating insights and recommendations to senior stakeholders.
Cross-Functional Collaboration and Influence: Collaborate closely with cross-functional teams, including designers, product managers, and developers, to integrate user research findings into the design and development process. Influence strategic decision-making through research insights and perspectives.
Development of User Personas and Research Artifacts: Create detailed user personas and journey maps based on comprehensive research data. Produce research artifacts such as insight briefs, journey maps, affinity diagrams, and usability reports to support strategic design decisions.
Continuous Improvement, Innovation, and Advocacy: Continuously iterate on research methods and processes to ensure they remain effective and innovative. Maintain a repository of research findings, stay current with the latest UX research methodologies, tools, and industry trends, and champion user-centered design principles and methodologies, ensuring ethical and effective research practices.
What You’ll Bring
Mixed-Methods Research: Expertise in qualitative and quantitative research, from discovery and generative research to surveys, behavioral data analysis, and usability testing. Ability to determine the right depth and scope of research and integrate multiple forms of evidence to inform product and design decisions across the product lifecycle.
Communication and Influence: Strong, articulate communication skills with the ability to translate research into clear, digestible formats, socialize findings as product recommendations, and confidently advocate for what should and shouldn’t be included in product releases.
Design Artifacts and Stakeholder Alignment: Ability to translate insights into design artifacts such as frameworks, journey maps, and service blueprints to drive alignment with stakeholders.
Systems Thinking and Service Design: Ability to synthesize the desired service experience into a visual framework, including insights and hypotheses, to guide service efforts and create a more seamless frontline staff and customer experience.
Research Strategy and Metrics: Skilled in identifying and tracking metrics and trends tied to company and product goals; aligning research needs with product and business priorities; planning and executing research; synthesizing insights; and facilitating activities that engage and align key stakeholders.
Education/Experience:
Bachelor’s degree (BS/BA) desired.
Senior UX…