Senior User Researcher

A Place for Mom is building the future of aging care, and we are looking for a Senior User Researcher to help us understand the people, journeys, and decisions behind that work. This role will strengthen the learning layer across Consumer and Provider experiences, helping product and design teams make better decisions with stronger evidence.

APFM is organizing around the two customers that define our marketplace: families navigating care decisions and providers delivering care. Evolving toward a more connected experience across the full care placement journey.

This is a senior, user-centered, product-embedded research role. You will work across squads and help APFM connect family decision journeys, provider realities, product data, marketplace signals, and business strategy into a clearer view of where to focus.

This role is for someone who is curious about where research is going, not only where it has been. We do not expect anyone to have ten years of experience with tools that are only beginning to emerge. We do expect you to be actively experimenting with AI tools, learning where they help, where they fail, and how they can create leverage without replacing research rigor, participant privacy, human judgment, or deep user understanding.

Who you are:

You are a high-agency researcher: someone who moves toward ambiguity, takes ownership without waiting for perfect direction, and uses research, data, and AI-native tools to help teams make better decisions faster. You know how to choose the right method, run rigorous studies, synthesize quickly, and make insights actionable for product, design, engineering, marketing, operations, sales, and leadership partners. You are comfortable with both generative and evaluative research, and you know that the best research changes decisions, not just documents findings.

You are AI-forward without being AI-naive. You are curious about tools like Claude, ChatGPT, Codex, NotebookLM, Dovetail AI, Maze AI, synthetic-data workflows, transcript analysis tools, MCP-enabled workflows, or similar tools, and you have probably tried some of them before they were fully ready. You understand that these tools can accelerate desk research, synthesis, pattern detection, research operations, and storytelling, but that they also introduce bias, privacy, quality, and interpretation risks that researchers need to manage carefully.

You combine strong research craft with pragmatic product judgment. You can listen deeply to families, providers, and internal teams, then translate what you learn into product direction, experience strategy, and clear next steps. You are energized by mission-driven work and by the chance to improve experiences that affect families during stressful, emotional, high-stakes decisions.

What you will do:

Lead research across Consumer and Provider experiences

• Independently own generative and evaluative research across Consumer and Provider experiences, helping teams understand APFM's two core customers: families navigating care decisions and providers growing their businesses while delivering care.

• Shape and maintain a practical research plan tied to product strategy, design priorities, marketplace questions, and leadership decisions.

• Plan and run interviews, usability studies, concept tests, journey research, surveys, diary or longitudinal studies when appropriate, and lightweight mixed-method studies.

• Help teams understand families navigating senior care decisions and providers managing lead quality, engagement, and conversion.

Turn insight into product and design direction

• Synthesize findings into crisp, decision-oriented artifacts that influence roadmap, product and user experience direction, service design, and product strategy, connecting research to the broader care placement journey where family needs, provider needs, advisor workflows, AI capabilities, and business outcomes intersect.

• Partner with Product, Design, Analytics, Engineering, Marketing, Operations, Sales, and customer-facing teams to connect qualitative insight with behavioral, funnel, marketplace, and business data.

• Identify cross-squad patterns, unmet needs, trust gaps, high-risk assumptions, and experience risks before they become delivery problems.

• Facilitate conversations that help teams align on what we know, what we need to learn, and what decisions should change.

Strengthen research quality and reuse

• Contribute to repeatable research practices so teams can learn faster without lowering the quality bar.

• Use and improve lightweight rituals, templates, participant pipelines, and insight repositories that make Consumer and Provider insight easier to reuse.

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