Job DescriptionThe Senior Usability Researcher will support KFC US's end-to-end experience transformation by planning and executing user research across guest digital channels (app, web, kiosks, delivery marketplaces) and team-member tools (POS, KDS, restaurant operations platforms). This role generates the insights that help product, design, and engineering teams build intuitive, high-quality, and operationally efficient experiences.
Scope & Impact
- Conducts usability testing, field studies, and foundational research to understand guest and team-member needs.
- Generates insights that directly shape design decisions, product requirements, and operational workflows.
- Partners across UX, Product, Engineering, Marketing, and Restaurant Operations to ensure research findings drive action.
- Helps advance research standards, templates, and processes as part of the growing UX organization.
ResponsibilitiesResearch Execution
- Conduct moderated and unmoderated usability tests for app, web, kiosk, and POS/KDS experiences.
- Run field research in restaurants to observe workflows, speed-of-service challenges, and crew pain points.
- Perform heuristic evaluations, concept tests, prototype reviews, and comparative studies.
- Analyze qualitative data and transform it into clear insights, themes, and recommendations.
- Ensure ethical research practices, accurate documentation, and high-quality study outputs.
Synthesis & Insight Delivery
- Create clear, concise research deliverables including journey insights, opportunity maps, and behavior summaries.
- Communicate findings to cross-functional teams in a way that clarifies tradeoffs, supports prioritization, and informs roadmaps.
- Partner with analysts to triangulate user feedback with product data and business metrics when needed.
Cross-Functional Collaboration
- Work directly with Product Owners and Designers to refine research questions and evaluate solutions.
- Collaborate with Engineering to understand constraints and validate feasibility during testing.
- Partner with Restaurant Operations to coordinate in-restaurant sessions and validate operational fit.
- Contribute to usability criteria for the KFC product design system.
Research Operations & Process Improvement
- Contribute to participant recruiting, screeners, scripts, templates, and research documentation.
- Help maintain the insight repository to improve organizational memory and reduce redundant research.
- Support the Senior Researcher and Director of UX in maturing research practices and rituals.
Qualifications- 4-6+ years of experience in UX research, human factors, or related applied research roles.
- Strong understanding of qualitative methods including usability testing, interviews, ethnography, and task analysis.
- Experience with digital product research (mobile apps, responsive web, kiosks) and interest in operational tools (POS/KDS).
- Ability to synthesize qualitative data into clear, actionable insights for cross-functional partners.
- Familiarity with accessibility evaluation and inclusive-research practices.
- Strong verbal and written communication skills with the ability to present findings to mixed audiences.
- Comfort working in fast-paced, cross-functional environments with shifting priorities.
- Experience with research tools (e.g., UserTesting, UserZoom, Figma for prototypes) is a plus
Salary Range: 121,600 - 142,900 + eligible bonus + comprehensive benefits
