Quantitative UX Researcher

About the company

At the company, we're on a mission to grow the small business economy. We handle the hard stuff — payroll, health insurance, 401(k) s, and HR — so owners can focus on their craft and their customers. With teams in Denver, San Francisco, and New York, we support more than 500,000 small businesses nationwide and are building a workplace that reflects the people we serve.

All full-time employees receive competitive base pay, benefits, and equity (RSUs) — because everyone who helps build the company should share in its success. Offer amounts are determined by role, level, and location. Learn more about our Total Rewards philosophy.

AI is a fundamental part of how work gets done at the company. We expect all team members to actively engage with AI tools relevant to their role and grow their fluency as the technology evolves. AI experience requirements vary by role and will be assessed during the interview process.

As a UX Researcher on the team, your work will directly inform the bets the company makes on future product investments. You will partner with senior leadership, including VPs and above, bringing clarity to ambiguous, high-stakes decisions and sharpening our understanding of the customers we serve. This role is the equivalent of a Principal-level at other external companies.

Success looks like: a clear-eyed view of where our AI experiences are working or falling short, and senior executives that trust your evidence to guide where the company invests next.

UX Research is part of the Design Organization at the company, which is made up of over 70 creative, collaborative people who care deeply about our mission to empower small businesses and their employees. We're a cross-functional bunch focused on Design, Research, Writing, Ops and Front-end Development who are always looking for opportunities to build understanding and empathy for the people who use the company.

We don't care a whole lot about swim lanes and we work closely with our partners in Product, Engineering, Data, and Marketing to design, build and ship experiences that make a difference. We are passionate advocates for thoughtful, crafted, and inclusive experiences and we believe great design can make hard things possible, even delightful.

We’re a small team of researchers embedded within product areas across R&D. Customer learning is highly valued at the company and we work to make sure we’re shining the light on customer understanding in the areas it’s needed the most so that critical decisions are backed by evidence. We’ve been experimenting and adopting AI in our research practice, continuing to find ways to use it to accelerate, scale, and raise the quality bar.

We believe that builders across the company should be able to self-serve on straight-forward research questions and we build tools, resources, and programs to remove barriers to customer learning, whether that’s leveraging the research our team conducts or conducting their own.

• Set and drive a quantitative research roadmap across R&D, prioritizing where evidence reduces risk on our biggest product bets.

• Develop psychometric frameworks, validated constructs and scales to measure how customers experience the company's AI features.

• Own the company's approach to quantitative methods, from evolving our org-wide survey strategy to knowing when to generalize qualitative findings at scale (e.g., Max Diff, conjoint) and designing rigorous studies that reduce bias.

• Partner closely with Data Science to combine behavioral, attitudinal, and sentiment data into a coherent view of the customer, uncovering the story behind the metrics.

• Build and maintain clear…