Sr UX researcher

American Automobile Association; Austin (TX); Hybrid; USD 119,000 - 146,000; Full time

Benefits offered by this job

401k Matching

Medical insurance

Dental insurance

Vision insurance

Wellness program

Paid holidays

Paid time off

Volunteer time off

Free AAA Classic Membership

Product discounts

Tuition reimbursement

Job summary

AAA Mountain West Group (MWG) is seeking a seasoned UX Researcher to inform product strategy through real-world usage data, qualitative studies, and rigorous analysis. You will generate actionable insights, develop personas and journey maps, and communicate findings to stakeholders.

Collaborating with designers, product managers, and engineers, you’ll guide user-centered initiatives across web, iOS, and Android platforms in a hybrid setting. Strong storytelling and research chops are essential.

Qualifications

• Bachelor’s degree or equivalent combination of education and experience.
• 8 years of experience in user experience research.
• Advanced degree in a relevant field preferred.
• Certifications in UX research or design methodologies advantageous.

Responsibilities

• Analyze real-world usage data and behavioral analytics to inform CX optimization.
• Conduct generative UX research including ethnographic studies, interviews, and usability testing.
• Review data to produce actionable insights and strategic recommendations.
• Develop personas, journey maps, and service blueprints.
• Create documentation and presentations to communicate findings.
• Collaborate with cross-functional teams to influence product direction.
• Facilitate workshops and align teams around key findings.
• Advocate for human-centered design and customer empathy.
• Translate marketplace trends and feedback into recommendations.

Skills

User research

Qualitative research

Quantitative research

Design thinking

Figma

UserTesting

Dovetail

Agile

Storytelling

Communication

Education

Bachelor’s degree

8 years experience

Advanced degree (HCI, Psychology, Anthropology, Design)

UX research certifications

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 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.

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

Compensation

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

About AAA

Welcome to AAA Mountain West Group (MWG), serving Northern California, Nevada, Utah, Arizona, Alaska, Wyoming, and Montana. We believe our team should make their mark: over every mile and at every moment, we pride ourselves at helping our Members outsmart life’s obstacles. We are a not-for-profit, membership-based organization that has served our Members for over a century: from our legendary roadside assistance and award-winning insurance products to free travel planning and new innovations.