Senior UX Researcher

AAA Mountain West Group; Walnut Creek (CA); Hybrid; USD 132,000 - 166,000; Full time

Benefits offered by this job

Great pay

401k match

Benefits package

Paid holidays

PTO + volunteering

Job summary

AAA Mountain West Group in Walnut Creek, CA is seeking a Senior UX Researcher to synthesize member feedback, competitive analysis, and industry insights into actionable, strategic recommendations. You will guide the Member Insights and Digital Experience teams, focusing on improving the overall Member Digital experience with a user-centered approach.

Role involves collaboration with product managers, engineers, and designers, including conducting generative research, usability testing, and

Qualifications

• Proficient in user-centered design principles.
• Ability to influence decisions with data-driven storytelling.
• Strong analytical thinking and empathy.
• Experience with design tools and remote research platforms.
• Knowledge of Agile methodologies.
• Expertise in qualitative and quantitative research methods.
• Excellent storytelling and presentation skills.
• Curiosity about user behavior and needs.

Responsibilities

• Analyze real-world usage data to inform experience optimization.
• Conduct ethnographic studies, interviews, and usability testing.
• Synthesize data into actionable insights and recommendations.
• Develop personas, journey maps, and service blueprints.
• Collaborate with cross-functional teams to influence product direction.
• Facilitate workshops and design sprints; communicate findings clearly.
• Stay informed on marketplace trends and customer feedback.

Skills

User-centered design

Research methodologies

Qualitative & quantitative analysis

Figma

Unmoderated testing tools

Agile principles

Communication & storytelling

Cross-functional collaboration

UX research leadership

Education

Bachelor’s degree or equivalent

8 years UX research experience

Advanced degree in HCI/related field

UX research certifications

Agency/consulting experience

Tools

UserTesting

Dovetail

Job description

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 DUTIES

• Analyze 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., UserTesting, Dovetail, etc –).
• Knowledge of Agile principles and methodologies, supporting iterative product development.
• Expertise in designing and executing research studies, with a strong grasp of qualitative and quantitative analysis.
• Exceptional storytelling and presentation skills, with a talent for making insights engaging and actionable.
• Deep curiosity about user behavior, motivations, and expectations.
• Adept at solving complex challenges with innovative, user-focused solutions.
• Proven expertise in qualitative and quantitative research methods, including usability testing, interviews, and ethnographic research.
• Strong understanding of digital platform conventions and interaction models across responsive Web, iOS, and Android ecosystems. Skilled in digital-specific information architecture methods, such as card sorting and tree testing, to optimize application navigation and site maps.
• Proven ability to plan and execute comprehensive research initiatives.
• Strong commercial acumen and pragmatic problem-solving skills.
• Strong communicator with experience in facilitation across all levels of the organization

EDUCATION, COMPETENCIES, CERTIFICATIONS/LICENSES

• Minimum Qualification

  • Bachelor’s degree or equivalent combination of education and experience.
  • 8 years of experience in user experience research.

• Preferred Qualifications

  • 3+ years of consulting or agency experience.
  • Advanced degree in a relevant field (e.g., Human-Computer Interaction, Psychology, Anthropology, Design).
  • Certifications in UX research or design-related methodologies (e.g., NN/g, UXPA, or equivalent).
  • Proven experience driving UX research for e-commerce platforms, with a strong understanding of online customer journeys, conversion funnels, and checkout optimization.

#LI-OH1

We target between minimum and midpoint of the range, and all offers are subject to a fair pay analysis - Compensation Range: Min: $132,465.00 - Mid: $165,580.00