UX Researcher

Raleigh, NC

Repair and Maintenance

About the position

In this role, we are looking for a UX Researcher with a strong background in UX design to shape the future of digital claims experiences and agent workflows in the insurtech space. This remote role is focused on understanding user needs, behaviors, and pain points to inform data-driven product decisions. You will lead user research initiatives while leveraging your UX design expertise to ensure research findings translate into actionable, intuitive, and human-centered experiences. Working closely with product managers, designers, content writer, and engineers, you will help optimize the claim filing experience, enhance agent tools, and create seamless interactions across our apps. This role is ideal for someone who is passionate about research-driven design and thrives on uncovering user insights and understands how to apply them to create intuitive, user-friendly digital experiences.

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.