Senior UX Researcher

H&R Block, Inc.; New York (NY); On-site; USD 100,000 - 151,000; Full time

Job summary

H&R Block, Inc. in New York is seeking a Senior UX Researcher to drive continuous discovery across multiple digital product teams.

You will lead research initiatives, translate findings into actionable recommendations, and partner with product managers and designers to improve user experiences for our clients. You will conduct interviews and usability testing, synthesize insights, and advocate for user-centered solutions that align with business goals.

Qualifications

• Bachelor’s degree in a related field or equivalent experience.
• Passion for understanding and helping customers.
• Qualitative UX methods including usability testing, ethnography, focus groups.
• Experience with UX research tools (UserTesting.com, Medallia, Qualtrics, Morae).
• Ability to apply design thinking in research and product design.
• Knowledge of quantitative methods and statistics.
• 5+ years of related work experience.
• Strong communication and presentation skills.

Responsibilities

• Partner with product teams to co-create research plans and priorities.
• Conduct weekly or bi-weekly moderated interviews and usability tests.
• Engage with customer segments to validate concepts and uncover needs.
• Analyze and synthesize findings into actionable insights.
• Deliver research summaries and next-step recommendations.
• Advise on research priorities across multiple product teams.
• Support additional teams or initiatives as assigned.
• Collaborate with product managers and designers to ensure research is actionable.
• Share findings in knowledge management systems.

Skills

Qualitative methods

Usability testing

Ethnography

Focus groups

Diary studies

User-centered design

Quantitative methods

Presentation skills

Education

Bachelor’s degree or equivalent

Tools

UserTesting.com

Medallia

Qualtrics

Morae

Job description

About the Role H&R Block is dedicated to empowering financial freedom through trust and technology. We are seeking a Senior UX Researcher to drive continuous discovery across multiple digital product teams. This role will shape user experiences through ongoing research, actionable insights, and close collaboration with cross-functional partners, ensuring our solutions simplify financial decisions and build confidence for every client.

Day to day, you'll...

• Partner with product teams to co-create research plans and prioritize learning objectives
• Conduct weekly or bi-weekly moderated user interviews and usability tests using UserTesting.com or similar platforms
• Engage with a range of customer segments to validate concepts and uncover user needs
• Analyze and synthesize research findings into actionable insights and recommendations
• Deliver regular research summaries and next-step recommendations to stakeholders
• Advise on research priorities across multiple product teams, which may include web, mobile, AI-driven, and retail systems
• Flexibly support additional teams or initiatives as assigned
• Work closely with product managers, designers, and other stakeholders to ensure research is actionable and aligned with business goals
• Share findings within knowledge management systems and facilitate team learning

Required Qualifications

• Bachelor’s degree in a related field or the equivalent through a combination of education and related work experience.
• An unwavering passion for understanding and helping customers.
• Command of a broad set of qualitative and user-centered design research methods (e.g., usability testing, ethnography, focus groups, diary studies).
• Experience using a wide range of user experience research software and tools (e.g., Usertesting.com, Medallia, Qualtrics, Morae).
• Experience using design thinking approaches in research and product design to drive innovation.
• Knowledge of quantitative research methods and statistical concepts.
• 5 years minimum related work experience
• Strong communication and presentation skills

Why work for us

At H&R Block, our purpose is simple: to provide help and inspire confidence in our clients and communities everywhere. For more than 70 years, we’ve led the tax industry and we continue to evolve through our Block Next strategy, blending human expertise with digital innovation. That same commitment to care extends to our associates. When you join us, you become part of a High Performing, Connected Culture built on strong relationships, continuous learning, and a shared commitment to making a meaningful impact. We invest in your well-being through competitive pay, comprehensive benefits, and support for life both in and outside of work.

Pay Range Information

The pay range for this position is listed below. Local minimum wage laws apply. This information is posted pursuant to local requirements to provide applicants with information about what they might be eligible to receive. Individual pay decisions will depend on job-related factors such as experience, education, skill, performance, and geographic location where work will be performed. Successful candidates may be able to participate in one or more incentive compensation or short-term incentive plans, which could generate additional earnings in accordance with the terms of each plan. Qualifying associates can enroll themselves and/or their eligible dependents in medical and prescription drug coverage; can participate in the H&R Block Retirement Savings Plan (401(k) Plan), the Employee Assistance Program, (virtual) fitness center programs, and the associate discount program; are automatically enrolled in Business Travel Accident Insurance; and receive Associate Tax Prep benefit.

Pay Range

$100,400.00 - $150,600.00/Yr.