Lead CX Researcher

The Rock Family of Companies is made up of nearly 100 separate businesses spanning fintech, sports, entertainment, real estate, startups and more. We’re united by our culture – a drive to find a better way that fuels our commitment to our clients, our community and our team members. We believe in and build inclusive workplaces, where every voice is heard and diverse perspectives are welcomed. Working for a company in the Family is about more than just a job – it’s about having the opportunity to become the best version of yourself.

As a Lead CX Researcher, you’ll own research studies and programs that serve as an objective source of measurement, feedback and optimization opportunities for Rocket's current experiences. You’ll bring your depth of executing advanced qualitative, quantitative and data analysis to plan and execute Voice of the Client studies that inform strategic business decisions across Rocket. Collaborating across the business, you’ll synthesize client feedback, building narratives that advance understanding of Rocket and competitor real world experiences, and drive actionable insights that shape the direction of Rocket's products. You’ll lean into ambiguity, inspiring those around them to experiment and think creatively as you explore possible solutions. You’ll grow and mentor other seasoned researchers and communicate exceptionally well with leaders. As a champion of CX research, you’ll foster a culture of research and continuous learning in Product Management and Design, and across Rocket.

About the Role

• Lead end-to-end design for products, from ideation and conceptualization to detailed UX/UI design, prototyping, and final production.
• Collaborate with cross-functional teams to define product strategy and create intuitive user interfaces.
• Work with user researchers to conduct usability testing to inform design decisions and iterate on design solutions based on user feedback and business objectives.
• Develop user flows, wireframes, prototypes and high-fidelity designs to effectively communicate design concepts and solutions.
• Design and refine visual systems and patterns that can scale across platforms and devices (mobile, web, etc.)
• Create high-fidelity designs and work with developers to ensure a smooth and high-quality implementation of designs.
• Stay up to date on design trends, tools, and industry best practices to ensure that our products maintain a competitive edge in terms of usability and visual appeal.
• Advocate for user-centric design by conducting empathy exercises, leveraging data and user feedback, and delivering an exceptional product experience.
• Contribute to and maintain design systems, ensuring consistency across the company’s product portfolio.
• Mentor a team of designers by providing guidance and feedback to promote a culture of creativity and collaboration.

About You

Minimum Qualifications

• 7+ years of delivering high-impact CX research
• 3+ years of mentoring researchers
• Bachelor's degree in human-computer interaction (HCI), mathematics, statistics, computer science, business or related field, or equivalent work experience
• A proven track record of leading advanced, mixed-method research initiatives, working collaboratively with cross-functional stakeholders, and translating insights into actions that make a meaningful impact on the business.
• Advanced demonstrated expertise in CX research, Voice of the Customer programs, and using a breadth of complex research and data analysis techniques
• Advanced demonstrated expertise with a variety of research tools
• Advanced demonstrated expertise in CX research, Voice of the Customer programs, and using a breadth of complex research and data analysis techniques
• Advanced demonstrated ability in facilitating workshops, presenting and storytelling
• Demonstrated ability collaborating with multiple disciplines such as product, design and technology to curate, plan, execute, synthesize and share CX research for multiple initiatives at once
• Strong communicator, self-starter, strategic thinker, and capable of working in a fast-paced, matrixed corporate environment

Preferred Qualifications

• 10+ years of experience in CX research 
• 5+ years of mentoring researchers
• Advanced degree in human-computer interaction (HCI), mathematics, statistics, computer science, business, other related field, or equivalent work experience
• Familiarity with web analytics, survey tools, diary study, usability, data visualization and manipulating raw data for analysis.
• Experience in tech and/or financial services

What You’ll Get

Our team members fuel our strategy, innovation and growth, so we ensure the health and well-being of not just