Senior UX Researcher

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

Benefits offered by this job

401k

Medical insurance

Dental insurance

Vision insurance

Wellness program

Paid holidays

PTO

Tuition reimbursement

AAA Membership

Product discounts

Job summary

AAA Mountain West Group is seeking a Senior UX Researcher to synthesize data from member feedback, competitive analysis, and industry insights to drive digital experience improvements. You will guide research strategy, deliver actionable recommendations, and collaborate with product and digital teams to enhance member value.

You will lead generative and evaluative studies, develop personas and journey maps, and communicate findings to cross-functional partners.

Qualifications

• Proficient in user-centered design principles and research methods.

Responsibilities

• Analyze real-world usage data to inform customer experience optimization strategies.
• Conduct generative UX research including ethnography, interviews, and usability testing.
• Synthesize data to produce actionable insights and strategic recommendations.
• Develop personas, journey maps, and service blueprints.
• Communicate findings through compelling documentation and presentations.
• Collaborate with UX designers, product managers, and engineers to influence direction.
• Facilitate workshops and design sprints with stakeholders.
• Advocate for human-centered design and customer empathy.
• Stay informed on trends, competitors, and feedback for actionable plans.

Skills

User-centered design

UX research

Qualitative analysis

Quantitative analysis

Figma proficiency

Research tools

Agile

Cross-functional collaboration

Education

Bachelor’s degree or equivalent

8 years UX research experience

Advanced degree in HCI/Psychology/Anthropology

Tools

Figma

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 position401k Matching – $1 for $1 company match up to 6% of eligible earnings per pay periodBenefits – Medical, Dental, Vision, wellness program and more!Paid HolidaysPaid 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 membersFree AAA Classic MembershipAAA Product DiscountsTuition 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 ABILITIESProficient 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 organizationEDUCATION, COMPETENCIES, CERTIFICATIONS/LICENSESMinimum QualificationBachelor’s degree or equivalent combination of education and experience.8 years of experience in user experience research.Preferred Qualifications3+ 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-OH1We 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-