Job Responsibilities

• Collaborate with cross-functional teams, including product managers, designers, and engineers, to execute research studies and experimentation.Proactively identify research opportunities and follow through the process from scope, execution, analysis, delivery, and measurement.

• Apply a mixed-methods approach 6 combining qualitative methods (interviews, ethnography, usability testing) with quantitative methods (surveys, usage analytics, experimentation) 6 across all phases of the research process, from recruitment and study design through analysis and reporting, to generate insight into user needs, behaviors, and product usage/performance.

• Use usage and behavioral analytics to identify friction, drop-off, and opportunity areas across the end-to-end user journey, triangulating quantitative signals with qualitative findings to explain the "why" behind the data.

• Design, run, and analyze experiments (A/B and multivariate tests) to validate hypotheses and measure the impact of design and product changes on user behavior and business outcomes.

• Conduct journey mapping, task analysis, and service/experience blueprinting to map end-to-end experiences, and connect tactical findings to the broader context of customers' lives, goals, and circumstances beyond a single product interaction.

• Analyze research data, identify patterns, and generate actionable insights that drive actionable insights and informed design decisions. Communicate research findings to stakeholders clearly and compellingly through reports, presentations, and interactive workshops.

• Incorporate AI into the research practice 6 using AI tools to accelerate analysis, synthesis, and reporting 6 and contribute research on how customers experience, trust, and adopt AI-driven product features.

• Collaborate closely with product managers, designers, engineers, and other stakeholders to advocate for user-centered design principles. Act as a strategic partner, providing valuable insights and recommendations throughout the product development lifecycle

• Stay current with the latest research methodologies, tools, and industry trends, including emerging AI capabilities and experimentation practices. Continuously evaluate and improve research practices, ensuring the team has the right resources and techniques to deliver impactful results.

Preferred Qualifications

• Ecommerce, Insurance or Financial service industry experience

• Strong expertise in both qualitative and quantitative research methods, including usability testing, surveys, interviews, usage analytics and ethnographic research

• Experience designing and analyzing experiments (A/B/multivariate testing) to inform product and design decisions

• Experience using usage/behavioral analytics tools to surface friction points and opportunities across the user journey

• Experience conducting journey mapping, task analysis, and service/experience blueprinting

• Familiarity incorporating AI tools into the research workflow (e.g., AI-assisted synthesis, transcription, analysis), and/or experience researching AI-powered product features

• Proficient in data analysis and visualization tools, such as PowerBI or Tableau

• Have a solid understanding of user-centered design principles and methodologies.

• Excellent communication and presentation skills, with the ability to convey complex research findings to both technical and non-technical audiences

• Demonstrated ability to influence cross-functional teams and drive user-centric design decisions

• Ability to translate journey-level and product-level findings into the broader context of customers' lives, goals, and life stages