UX Researcher

Summary

Join SquareTrade as a UX Researcher and shape the future of digital claims experiences and agent workflows. This remote role requires leading user research initiatives, leveraging UX design expertise to create intuitive experiences, and collaborating with product managers, designers, and engineers. You will analyze user needs and behaviors to inform data-driven product decisions, optimizing the claim filing experience and enhancing agent tools. The ideal candidate is passionate about research-driven design and thrives on uncovering user insights. This role offers a chance to make a significant impact on a growing company within the insurtech space.

Requirements

• Master's degree or higher in cognitive psychology, sociology, human-computer interaction, information science, service design or equivalent field preferred
• 3+ years of practical experience in UX research preferably in large enterprise working environments
• Minimum of 1 year of demonstrated working experience in UX/UI design
• Proficiency in qualitative and quantitative user research methodologies (e.g., user interviews, usability testing, surveys, site intercepts, benchmarking, behavioral analytics)
• Strong ability to translate research insights into actionable design recommendations; a firm believer in thorough experimentation as a prerequisite for a full solution
• Working knowledge of research platforms and study participant recruiting (e.g., Userlytics, User Testing, UserZoom)
• Experience with presenting research results at the level of detail needed by a variety of audiences, in both oral and written formats
• Excellent communication skills with the ability to collaborate across product, design, and engineering teams
• Ability to work in agile environment - nimble and able to pivot fast
• Ability to manage ambiguities and shifting priorities with ease
• Deeply curious, empathetic, strategic, collaborative, and customer-obsessed

Responsibilities

• Lead qualitative and quantitative research initiatives (e.g., user interviews, surveys, usability testing, site intercepts, benchmarking) to uncover challenges in digital customer journeys and agent workflows
• Analyze customer journeys, claims success rates, call volumes, and other data patterns to identify areas for improvement working closely with the UX colleagues
• Utilize research tools such as research platforms (e.g., Userlytics, User Testing, UserZoom) to recruit study participants and plan studies
• Leverage Qualtrics, data analytics, VOC (Voice of Customer) platforms, and behavioral analytics to extract insights
• Synthesize findings into personas, journey maps, and research reports to guide product strategy
• Report the research results to the product team, leadership, and external partners
• Partner with product managers, business stakeholders, and other cross-functional teams to align research findings with business and user needs
• Advocate for human-centered design by ensuring research insights directly influence product decisions
• Measure and report the impact of research-driven design improvements using KPIs such as UX metrics, claim cost, channel switching, NPS, CES, and call volume reduction metrics

Preferred Qualifications

• Familiarity of Qualtrics, VOC (Voice of Customer) methodologies, and behavioral data analysis is a plus
• Experience with Figma design and prototyping is a plus
• Familiarity with AI-driven UX, automation workflows, and claims processing tools is a plus

Benefits

• Medical, dental and vision coverage with network optionality to support our dispersed workforce
• HSAs and FSAs
• Open access to mental health benefits including 1:1 therapy, coaching sessions and digital resources
• $75 monthly allowance to support self-care and well-being
• Up to 4% company match into 401(k)
• Supportive leave policies including paid parental, grieving and loss, and domestic violence protected leaves
• Paid Time Off
• Work flexibility
• Talent shares
• Tuition reimbursement
• Learning opportunities
• Hybrid work arrangements
• $80 monthly internet connectivity stipend
• Various corporate perks and discounts