Sr UX researcher

Location: Bancroft

Why Work For Us?

Great Pay - opportunity to participate in AAA discretionary annual incentive plan or other incentive plans depending upon position
401k Matching – $1 for $1 company match up to 6% of eligible earnings per pay period

Benefits – Medical, Dental, Vision, wellness program and more!

Paid Holidays Paid Time Off – Team Members accrue paid time off monthly. Depending on position, an additional 24 hours per year are earmarked for volunteer activities.

Collaborative Environment – AAA will value your contribution to providing exceptional service to our members

Free AAA Classic Membership AAA Product Discounts Tuition Reimbursement Program.

At AAA, our Team Members strive to deliver amazing service and help our Members live life more confidently by delivering to them amazing service and a portfolio of outstanding products that benefit them. In doing so, we align with our True North vision of creating Members for life.

NOTE:

This role is hybrid and requires 3 days a week in our Walnut Creek, CA office.

As the Senior, UX Researcher, you will synthesize data from Member feedback, competitive analysis, product demos, collaboration with product managers and business lines, and insights from industry experts. This is not a designer role, but familiarity with design principles is crucial to understanding user challenges and articulating actionable solutions. The role provides guidance, reviews findings, and delivers strategic recommendations to address pain points, enhance AAA Member value, and improve the overall Member Digital experience.

You will be part of a broader Member Insights team and partnering very closely with our Digital Experience team.

RESPONSIBILITIES / JOB DUTIESAnalyze real-world usage data and behavioral analytics to inform customer Experience optimization strategies.

Conduct generative user experience research, including ethnographic studies, user interviews, and usability testing, to identify gaps and opportunities within the customer journey and design initiatives that improve engagement and satisfaction.

Review and synthesize qualitative and quantitative data to produce actionable insights and strategic recommendations.

Develop and maintain user personas, journey maps, and service blueprints.

Create compelling documentation and presentations to communicate research findings and recommendations.

Collaborate with cross-functional teams (UX designers, digital product managers, engineers and others) to influence product direction and strategy based on research findings.

Facilitate workshops, design sprints, and stakeholder meetings; skillfully incorporate feedback and align cross-functional teams around key findings.

Advocate for a human centered design approach that fosters a culture of empathy and understanding of customer needs.

Stay informed about marketplace trends, competitor dynamics, and customer feedback, translating these insights into actionable recommendations.

KNOWLEDGE, SKILLS, AND ABILITIES Proficient in user-centered design principles, design thinking practices, and research methodologies.

Demonstrated ability to influence decisions through innovative research approaches and data-driven storytelling.

Strong balance of analytical thinking and empathy, using both data and narrative to drive insights.

Comfort working in dynamic environments, managing ambiguity, and adapting project scopes as needed.

Effective communicator who builds collaborative relationships across diverse teams.

Skilled in research tools and technologies, with familiarity in Figma or similar design tools. Proficiency in modern remote research platforms and unmoderated testing tools (e.g., User Testing, Dovetail, etc –).Knowledge of Agile principles and methodologies, supporting iterative product…