NOTE: This role is hybrid and requires 3 days a week in our Walnut Creek, CA office.

As the Senior, UX Researcher, you will synthesize data from Member feedback, competitive analysis, product demos, collaboration with product managers and business lines, and insights from industry experts. This is not a designer role, but familiarity with design principles is crucial to understanding user challenges and articulating actionable solutions. The role provides guidance, reviews findings, and delivers strategic recommendations to address pain points, enhance AAA Member value, and improve the overall Member Digital experience. You will be part of a broader Member Insights team and partnering very closely with our Digital Experience team. 

RESPONSIBILITIES / JOB DUTIES

• Analyze real-world usage data and behavioral analytics to inform customer Experience optimization strategies.
  • Conduct generative user experience research, including ethnographic studies, user interviews, and usability testing, to identify gaps and opportunities within the customer journey and design initiatives that improve engagement and satisfaction.
  • Review and synthesize qualitative and quantitative data to produce actionable insights and strategic recommendations.
  • Develop and maintain user personas, journey maps, and service blueprints.
  • Create compelling documentation and presentations to communicate research findings and recommendations.

• Collaborate with cross-functional teams (UX designers, digital product managers, engineers and others) to influence product direction and strategy based on research findings.
  • Facilitate workshops, design sprints, and stakeholder meetings; skillfully incorporate feedback and align cross-functional teams around key findings.
  • Advocate for a human centered design approach that fosters a culture of empathy and understanding of customer needs.

• Stay informed about marketplace trends, competitor dynamics, and customer feedback, translating these insights into actionable recommendations.

KNOWLEDGE, SKILLS, AND ABILITIES

• Proficient in user-centered design principles, design thinking practices, and research methodologies.
• Demonstrated ability to influence decisions through innovative research approaches and data-driven storytelling.
• Strong balance of analytical thinking and empathy, using both data and narrative to drive insights.
• Comfort working in dynamic environments, managing ambiguity, and adapting project scopes as needed.
• Effective communicator who builds collaborative relationships across diverse teams.
• Skilled in research tools and technologies, with familiarity in Figma or similar design tools. Proficiency in modern remote research platforms and unmoderated testing tools (e.g., UserTesting, Dovetail, etc –).
• Knowledge of Agile principles and methodologies, supporting iterative product development.
• Expertise in designing and executing research studies, with a strong grasp of qualitative and quantitative analysis.
• Exceptional storytelling and presentation skills, with a talent for making insights engaging and actionable.
• Deep curiosity about user behavior, motivations, and expectations.
• Adept at solving complex challenges with innovative, user-focused solutions.
• Proven expertise in qualitative and quantitative research methods, including usability testing, interviews, and ethnographic research.
• Strong understanding of digital platform conventions and interaction models across responsive Web, iOS, and Android ecosystems. Skilled in digital-specific information architecture methods, such as card sorting and tree testing, to optimize application navigation and site maps.
• Proven ability to plan and execute comprehensive research initiatives.
• Strong commercial acumen and pragmatic problem-solving skills.
• Strong communicator with experience in facilitation across all levels of the organization

EDUCATION, COMPETENCIES, CERTIFICATIONS/LICENSES

• Minimum Qualification
  • Bachelor’s degree or equivalent combination of education and experience.
  • 8 years of experience in user experience research.

• Preferred Qualifications
  • 3+ years of consulting or agency experience.
  • Advanced degree in a relevant field (e.g., Human-Computer Interaction, Psychology, Anthropology, Design).
  • Certifications in UX research or design-related methodologies (e.g., NN/g, UXPA, or equivalent).
  • Proven experience driving UX research for e-commerce platforms, with a strong understanding of online customer journeys, conversion funnels, and checkout optimization.

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