UX​/Market Researcher, Retail

UX/Market Researcher, Retail

As the UX Researcher for the Assisted Experience, you will be instrumental in leading learning initiatives for our client's assisted tax preparation service. 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 of the experience in retail offices.

Key Responsibilities

• Lead client research initiatives to understand client needs, behaviors, motivations, pain points, and perceptions throughout the tax preparation 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 in-office 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, and interviewing techniques.
• 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, and client experiences.
• Partner with cross-functional teams and maintain insight repositories to ensure client feedback is incorporated into decision-making.

Required Qualifications

Experience:

5+ years of experience in consumer insights, market research, user experience research, or related fields, with a record of leading complex, cross-functional programs. Experience formally leading cross-functional initiatives and collaborating with internal stakeholders.

Skills

• 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.
• Ability to travel to offices throughout Austin, TX, Dallas, Kansas City and across Pennsylvania and New Jersey.
• Ability to primarily work conducting research in retail offices up to 50-75% of the time.

Preferred Qualifications

• Experience shaping or scaling research functions, including building frameworks, processes, or governance models.
• Success driving insight-led transformation in matrixed or enterprise organizations.
• Expertise with modern research and customer journey tools (e.g., Qualtrics, User Testing, They Do).
• Experience coaching and training others on research practices.
• Master's degree in a relevant field (e.g., Human-Computer Interaction, Psychology, Behavioral Science, Marketing Research, Data Science, Business) is a plus.