Product Design Researcher

Digital products play a central role in how we create value for customers, support the teams who serve them, and shape the consumer experience. Our product organization brings together small, empowered teams that move with clarity, speed, and purpose, enabling digital to be a meaningful source of advantage across our operating unit.

Our work touches on the experiences that keep the business running, including customer journeys, service delivery, sales workflows, and the systems that connect them. We are raising our standards for product craft and rebuilding the platforms behind these experiences.

We are hiring multiple Product Design Researchers as part of building a strong in-house design and research practice. Researchers partner closely with Product Managers, Designers, Engineers, and Data teams to bring deep user understanding into the decisions that shape our products and services. If you are energized by uncovering user needs, translating ambiguity into clarity, and influencing direction through evidence, we would love to meet you.

Note - we currently have 3 Product Design Researcher opportunities available, all represented by this posting.

Product Design Researchers are embedded members of empowered product teams, bringing user insight into every stage of discovery and delivery. In this role, you'll work closely with Product, Design, Engineering, and Data partners to clarify problems, evaluate ideas, reduce risk, and strengthen product judgment.

You will design and lead research that reveals unmet needs, tests assumptions, and ensures what we build is truly valuable for customers, partners, and internal users. Your work will influence day-to-day product decisions as well as broader journey and experience strategy across a complex ecosystem.

This role is a strong fit for researchers who thrive in product environments, enjoy mixed-methods thinking, and are motivated by turning insight into clear, actionable direction.

• Plan and lead end-to-end research using interviews, usability testing, concept evaluations, diary studies, and lightweight surveys
• Shape discovery by defining research questions, uncovering unmet needs, and clarifying user pain points across customer, partner, and associate journeys
• Evaluate solutions through rapid prototyping tests, comparing design concepts, and identifying usability risks early

• Analyze and synthesize qualitative and quantitative signals, including interviews, field observations, surveys, behavioral data, and analytics
• Translate insight into clear, structured findings that inform product decisions and priorities
• Create research artifacts such as journey maps, mental models, service blueprints, and opportunity frameworks

• Embed continuous research into product team rhythms through regular touchpoints and lightweight studies
• Partner with Product and Design to connect insight to design choices, trade-offs, and roadmap decisions
• Champion the user throughout discovery, refinement, backlog prioritization, and post-launch iteration

• Work closely with Designers, Product Managers, Engineers, and Data partners to ensure insight carries through into execution
• Partner with Analytics to design mixed-methods studies and triangulate qualitative insight with behavioral data
• Contribute to a shared research practice, standards, and ways of working

• 4+ years of hands‑on design or user research experience in digital product environments
• Strong command of qualitative methods including interviews, usability testing, concept evaluation, and contextual inquiry
• Experience designing and analyzing surveys for directional or exploratory insight
• Ability to break down complex systems and behaviors into clear, structured insights
• Strong analytical thinking, with comfort interpreting both qualitative and quantitative signals
• Excellent communication and storytelling skills that influence decisions across disciplines
• A portfolio that demonstrates end‑to‑end research and how insights shaped product outcomes

• Experience…