Senior UX Researcher | The Points Guy

Full-time - Senior

Charlotte, NC

About the position

The Points Guy is the leading expert in award travel with a passion for unlocking trips of a lifetime using points and miles. Through our website, app and social channels, our team of experts provide our users actionable insights and tools that maximize their credit cards, loyalty programs and travel experiences. We are seeking a Senior UX Researcher who is passionate about driving customer-centric decisions across the product development lifecycle. Your work will help our teams make critical product feature decisions for our known user experience, our website, our app and across our owned, branded assets, and will help identify new opportunities for our business to solve our users’ needs. You’ll join a highly-collaborative, dynamic and fun team of designers, writers, engineers, product managers, analysts, data scientists and business stakeholders. Ideal candidates will be egoless, work with autonomy to own their roadmap and have a proven track record of driving performance with both qualitative and quantitative studies. You will work hands-on with a variety of data collection methodologies and translate findings into inspired, actionable artifacts.

Responsibilities

• Lead qualitative and quantitative research methods to inform and shape TPG’s product roadmap and creative execution
• Overlay UXR insights with existing quantitative analysis from our Data Science and Analytics teams to provide a comprehensive understanding of user behavior and preferences, enabling data-driven decision-making and strategic UX improvements.
• Lead research activities like participant recruiting, user interviews, long-form surveys, site-intercept surveys, diary studies, collaborative brainstorming, concept tests, and usability testing
• Synthesize, frame and refresh our understanding of user needs to guide product strategy and innovation with key artifacts like audience personas and journey maps
• Develop trend studies for our industry and adjacent industries to understand the business landscape
• Lead multiple projects independently, prioritize research efforts based on business objectives, and drive a research roadmap for a multi-disciplinary team
• Train and democratize UXR across the creative team
• Present research insights and regularly engage with creatives, product managers, data scientists, analysts, engineers, and our senior leadership team
• Influence work in flight through feedback in crits and reviews
• Develop and maintain our UX repository
• Contribute, learn, grow, and have fun

Requirements

• 5+ years executing UX research or similar role conducting primary research in an applied setting
• Expertise designing and executing evaluative research studies to shape direct-to-consumer subscription or known-user experiences and mobile/app
• Experience moderating remote/virtual research with research participants (e.g., interviews, usability testing)
• Expertise in survey design
• Expertise in descriptive and inferential statistics
• Expertise with data analysis
• Proven track record thriving in a fast-paced, collaborative environment exploring ambiguous opportunity areas
• Adept prioritizing research activities to deliver practical insights and direction quickly
• Programmatic thinker able to stand-up and execute multi-phased efforts and research programs
• Strong, proven product sense

Nice-to-haves

• Hands-on experience experimenting with AI tools in research workflow and curiosity about AI industry trends
• Systems background (finance sector, travel, credit cards), or another highly regulated industry benefitting from 'outside the box' thinking

Benefits

• 1:1 Coaching and Stretch Assignments early in your career
• Robust L & D Offerings
• Global Peer Network for more seasoned talent
• Access to Free Therapy Sessions and Emotional or Work-Life Counseling Sessions for all US Employees and Family Members
• Free Calm Subscription
• Support for every unique path to parenthood including fertility, egg freezing, adoption, surrogacy, parental bonding, and more.
• Medical, Dental, Vision, Health Insurance Coverage
• Life Insurance
• Short and Long-Term Disability Insurance
• Flexible Spending Accounts
• 401k with Match
• Employee Assistance Program
• Hybrid Schedule + Generous Paid Time Off (PTO)
• On-site Collaboration and Work From Home (WFH) Days
• Holiday Pay
• Winter Week: Company Recognized Holiday between Christmas and New Years
• Full Gym and Yoga Studio
• Free Fitness Classes
• Tennis Courts
• Pickleball Courts
• Indoor Basketball Court
• On-site Chefs and Baristas ($1 Lattes!)
• Frequent Community Events and Celebrity Guest Speakers
• Perfect Score in 2024 from the Human Rights Campaign (HRC) for outstanding efforts in promoting LGBTQ+ equality within the workplace.