Experience Researcher 

Location: Plano, TX
Duration: 4 months

Position Overview

We are seeking two experienced Experience Researchers to lead consumer research that informs digital experiences, design direction, product decisions, and business strategy. In this role, you will apply consumer research expertise and human-centered design principles to uncover member needs, behaviors, challenges, motivations, and aspirations.

Your insights and recommendations will directly influence the delivery of exceptional cross-channel experiences. The ideal candidate is a rigorous and persuasive researcher who can manage end-to-end studies, translate complex qualitative data into clear stories, and collaborate effectively with product, design, digital, and business partners.

Key Responsibilities

• Lead end-to-end experience and design research, including discovery, stakeholder alignment, methodology selection, study planning, fieldwork, analysis, synthesis, and delivery of findings.

• Plan and conduct consumer interviews and other qualitative research activities to inform member experiences across products, services, digital touchpoints, and channels.

• Select and apply appropriate generative, evaluative, and usability research methods based on the research question and business need.

• Prepare studies for fielding, moderate research sessions, and capture data accurately and effectively.

• Analyze and synthesize complex qualitative data without compromising research rigor or integrity.

• Identify relationships, themes, and patterns across data points; connect current findings with prior research and emerging use cases.

• Translate research findings into clear reports, presentations, insights, and actionable recommendations.

• Build compelling narratives that communicate what matters most and bridge the gap between research insights and practical next steps.

• Lead stakeholder debriefs, provide an informed research perspective, and clearly explain research rationale throughout every phase of a study.

• Collaborate with product, design, digital, strategy, and other cross-functional partners to create a shared understanding of business problems, member needs, and potential solutions.

• Maintain transparency with stakeholders and help teams achieve alignment on intended outcomes and research-informed decisions.

• Manage multiple research projects and priorities in a fast-paced environment.

Required Qualifications

• At least four years of demonstrated experience conducting consumer or experience research using a variety of qualitative and evaluative methods.

• At least four years of experience leading end-to-end research activities, including methodology planning, consumer interviews, and qualitative data analysis.

• At least four years of experience analyzing and synthesizing findings into concise reports, presentations, narratives, and actionable recommendations.

• At least four years of experience applying generative, evaluative, and usability research approaches and selecting the appropriate method for each use case.

• Hands-on experience with methods such as ethnography, contextual inquiry, concept or solution testing, evaluative walkthroughs, card sorting, and usability testing.

• Demonstrated ability to explore relationships across data points, recognize meaningful patterns, and synthesize complex information into digestible insights.

• Strong collaboration and interpersonal skills, including the ability to work effectively across functions and influence decision-making.

• Excellent written, verbal, visual, and presentation skills, with the ability to communicate findings and recommendations to stakeholders at all levels, including senior and executive leaders.

• Proactive, self-motivated, and able to prioritize and manage multiple projects while maintaining quality and rigor.

Education

• Bachelor's degree in psychology, human-computer interaction, UX research, cognitive science, or a related field; or

• Four additional years of relevant experience may be substituted for the degree, in addition to the minimum experience required for the role.

Required Tools

• FigJam: Cross-functional collaboration, workshops, synthesis activities, and team planning

• Microsoft Office: Excel and other Office applications for research planning and qualitative data capture and analysis; PowerPoint for reports, presentations, and stakeholder readouts

• Maze: Review, quality assurance, and support of unmoderated usability tests before launch