Senior UX Researcher, Field & Consumer Research

Quick Facts

• Senior User Experience Researcher
• Experience Design (XD) team
• Field: technician and consumer payments experience
• Consumer: marketplace and agents

Description

Senior User Experience Researcher supports research across two connected areas: Field (technician and consumer payments experience) and Consumer (marketplace and agents). You will research both sides of the business—trade professionals using the platform and their customers who book, schedule, and experience services through marketplace and agent experiences—then turn findings into actionable insights that shape product features, functions, and priorities.

What You’ll Do

• Conduct high-value generative and evaluative research on high-profile initiatives in Field and Consumer
• Conduct research with customers’ customers (homeowners and consumers) in addition to research with direct trade-business customers
• Become the go-to expert on the people and problems relevant to Field and Consumer, including how these areas fit into the broader XD portfolio and how they compare to competitor offerings
• Generate actionable insights that measure how well Field and Consumer meet user needs; influence product features, functions, and design priorities
• Facilitate a deep understanding of the problem space within Field and Consumer; use insights to influence the overall vision and roadmap for both areas
• Prioritize research questions aligned with Field and Consumer team goals, focusing effort on the most impactful research
• Create and evolve a research strategy for Field and Consumer, aligning with area goals and adjusting methods as studies require
• Collaborate with Data Science and Analytics to track the impact of research-driven recommendations on live products and features
• Use AI-assisted analysis to run “what if” scenarios in research reviews, and package reusable insight objects and prompts for the broader design and product org
• Mentor Associate UX Researchers executing the research strategy; coach Product Designers and PMs on research exploration and discovery
• Support and scale a self-service usability testing program by coaching Product Designers to plan, run, and analyze usability studies independently
• Partner with Product Designers and other team members on logistics of usability studies (scheduling, hardware, software, remote or on-site sessions)
• Work with internal recruitment channels: identify recruiting requirements, write screeners, and partner with recruiting teams to source participants (trade-business users and end consumers)
• Participate in interviewing and evaluating UX Research candidates; apply best practices for hiring interviews and help grow a network of research talent

Requirements

• 5-8 years of demonstrated experience collaborating on new products or features from conception to launch
• Demonstrated experience conducting impactful research with both business users and end consumers (ideally in a two-sided or multi-sided product context)
• Experience conducting field research (contextual inquiry, in-home or on-site studies, ride-alongs) with technicians or frontline workers
• Demonstrated experience contributing to strategic research that results in high-impact product roadmap decisions
• Expert understanding of research methodologies and ability to select the best method for a given task
• Strong portfolio of research deliverables aligned with business objectives and providing actionable insights for decision making
• Degree in Human-Computer Interaction, Design, Sociology, Psychology, Anthropology or related field OR equivalent practical experience
• Experience coaching or enabling non-researchers (designers, PMs) to run their own research (a plus)
• Experience collaborating effectively across functions and teams

Benefits

• Flextime, recognition, and support for autonomous work; flexible time off with ample learning and development opportunities
• Comprehensive onboarding program and leadership training for Titans at all levels
• Great work rewarded through Bonusly and peer-nominated awards
• Holistic health and wellness benefits: company-paid medical, dental, vision; FSA/HSA; 401k match; telehealth including One Medical
• Support for Titans at all stages of life: parental leave, fertility services up to $20k, surrogacy/adoption reimbursement, Maven Maternity support, Maven Milk shipping, pet insurance, legal advisory, financial planning tools
• Fair and equitable compensation; base salary ranges with total compensation including annual bonus and equity