As the
UX Researcher, Assisted Experience, you will be instrumental in leading learning initiatives for an assisted service environment. You will support learning efforts and lead observational research, client interviews, and time studies across pilot and test locations.
You will serve as the insights and research lead, translating business needs into clear research plans and synthesizing insights into actionable guidance. The learning you lead in this role will help shape the future client experience within retail service locations.
Key Responsibilities:- Lead client research initiatives to understand client needs, behaviors, motivations, pain points, and perceptions throughout the customer journey.
- Design and conduct qualitative research, including client interviews, focus groups, exit interviews, immersion activities, and observational studies.
- Develop research plans, discussion guides, observation protocols, and analysis frameworks that enable effective client-centered learning.
- Conduct field research, time studies, and client observations to identify friction points, unmet needs, and opportunities to improve the client experience.
- Train and coach team members on research best practices, observation skills, interviewing techniques, and other approaches to help scale research capabilities across teams.
- Analyze qualitative and quantitative data from multiple sources, including interviews, surveys, operational metrics, behavioral data, and field observations.
- Translate insights into compelling reports, executive presentations, and recommendations that influence products, services, communications, and customer experiences.
- Partner with cross-functional teams and maintain insight repositories to ensure customer feedback is incorporated into decision-making and ongoing innovation.
Qualifications:- 5+ years of experience in consumer insights, market research, user experience research, or related fields, with a strong record of leading complex, cross-functional programs.
- Expertise in qualitative and quantitative research methodologies, including experience with in-market testing.
- Strong storytelling and communication skills, with the ability to simplify complex findings for executive and internal audiences.
- Experience leading cross-functional initiatives and collaborating with stakeholders across various departments and functions.
- Ability to travel as needed to support research initiatives across multiple locations.
- Ability to primarily work conducting research in retail environments up to 50-75% of the time.
