Senior UX Researcher Job at American Automobile Association in Walnut Creek

About Us

Welcome to AAA Northern California, Nevada, and Utah, also serving 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.

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

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 experience.

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 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.
• 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.
• 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).

We target between minimum and midpoint of the range, and all offers are subject to a fair pay analysis - Compensation Range: Min: $129,223.00 - Mid: $161,528.00 - Max: $193,834.00