Senior UX Researcher | The Points Guy

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.

What you’ll do:

• 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

What you bring to The Points Guy:

• You bring expertise and point of view on how user research can improve TPG's product experience, with a proven track record of using user feedback to develop and deliver a highly-used product experience (or similar)
• You’re a strong presenter who can distill and communicate insights clearly and compellingly, allowing you to influence stakeholders and drive decision-making processes
• You enjoy working in a cross-functional, collaborative and fast-paced environment where different perspectives come together to drive innovation and meaningful change
• You’re a highly empathetic, open communicator who is skilled at understanding, relating to and connecting with our customers — and your team.
• You have a contagious passion for all-things digital, from trends, to apps to emerging tech. You challenge yourself both personally and professionally. You ask great questions, listen deeply, and go wherever the answers might lead you.
• You are always learning and progressing. You welcome informed debate and will passionately defend your decisions. You’re eager to learn things you don’t already know. And you’re open to failing. When you get it wrong, you learn from it and come out stronger.

We're looking for someone with:

• 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
• Interest in exploring new experimental methodologies and tools
• Strong, proven product sense
• Nice to have: hands-on exper