Senior UX Researcher, Field & Consumer Research

Accountabilities

• • Conduct high-value generative and evaluative research across professional field experiences, technician workflows, consumer payments, marketplace experiences, and agent interactions.
  • Research both direct business users and their end consumers, developing a nuanced understanding of the needs, behaviors, motivations, and challenges on both sides of the experience.
  • Conduct field research using methods such as contextual inquiry, in-home studies, on-site sessions, and ride-alongs with technicians and frontline workers.
  • Become a subject-matter expert on the people, problems, workflows, and competitive landscape relevant to the assigned product areas.
  • Generate actionable insights that influence product features, functionality, design priorities, strategic direction, and roadmap decisions.
  • Define and evolve research strategies aligned with product-area goals, prioritizing the questions and studies with the greatest potential impact.
  • Collaborate with Data Science and Analytics teams to measure the impact of research-informed recommendations on live products and experiences.
  • Apply AI-assisted analysis techniques to explore research scenarios and create reusable insights, research assets, and prompts for broader product and design teams.
  • Mentor Associate UX Researchers and coach Product Designers and Product Managers on research planning, discovery, usability testing, and interpretation of findings.
  • Help scale a self-service usability testing program by enabling non-researchers to independently plan, conduct, and analyze studies with customers and internal subject-matter experts.
  • Partner with designers and other stakeholders on research logistics, including participant scheduling, hardware, software, and remote or on-site sessions.
  • Define participant recruiting needs, create screeners, and work with internal recruiting channels to source appropriate business users and consumers.
  • Participate in UX Research hiring by interviewing candidates, applying effective research-hiring practices, and helping strengthen the research talent pipeline.

  Requirements

  • Bring 5–8 years of demonstrated experience contributing to new products or features from initial concept through launch and optimization.
  • Have proven experience conducting impactful research with both business users and their end consumers, ideally within a two-sided or multi-sided product environment.
  • Demonstrate hands-on field research experience, including contextual inquiry, in-home or on-site research, ride-alongs, or comparable methods involving technicians or frontline workers.
  • Possess a strong understanding of qualitative and quantitative UX research methodologies and the judgment to select the right approach for each research question.
  • Have experience contributing to strategic research that has directly influenced significant product roadmap or business decisions.
  • Maintain a strong research portfolio demonstrating clear deliverables, actionable insights, and measurable connections to business and product objectives.
  • Demonstrate the ability to communicate research findings clearly and persuasively to cross-functional stakeholders and influence decisions through evidence.
  • Experience coaching designers, product managers, or other non-researchers to conduct their own research is a strong plus.
  • Collaborate effectively across Product, Design, Engineering, Data Science, Analytics, and other functions in complex organizational environments.
  • Bring strong organizational skills, creativity, intellectual curiosity, and the ability to explore innovative research and participant-recruiting techniques.
  • Hold a degree in Human-Computer Interaction, Design, Sociology, Psychology, Anthropology, or a related discipline, or possess equivalent practical experience.
  • Be comfortable working with AI-assisted research and analysis tools and exploring emerging approaches that improve research efficiency and scale.

  Benefits

  • Remote full-time opportunity within the United States.
  • Competitive, location-based compensation:
    • Zone 1: $147,600–$221,400 for CA, CT, DC, MD, MA, NJ, NY, VA, and WA.
    • Zone 2: $137,900–$206,900 for all other U.S. locations.
    • Annual bonus and equity as part of the total compensation package.
    • Flexible paid time off and support for autonomous work.
    • Learning and development opportunities, including comprehensive onboarding and leadership training.
    • Recognition programs, including peer-nominated awards and performance recognition.
    • Company-paid medical, dental, and vision coverage, including fully employer-paid options and substantial dependent coverage.
    • FSA and HSA options, 401(k) matching, and telehealth benefits.
    • Family-support benefits including parental leave, fertility services, surrogacy and adoption reimbursement, and maternity support.
    • Additional benefits such as pet insurance, legal advisory services, financial planning resources, and more.
    • Opportunities to work on innovative technology and high-impact products serving a large and diverse user base.
    • A collaborative, agile, design-led environment that values fresh perspectives, continuous learning, and meaningful customer impact.