About the role
As the UX Researcher, Assisted Experience, you will be instrumental in leading our learning initiatives for the Client assisted tax preparation service. You will support learning efforts and you will lead observational research, client interviews, and time studies in our Test Market in Austin, Texas and proof-of-concept offices located in Pennsylvania, New Jersey and Kansas, Dallas.
You will serve as the insights and research lead with the Assisted Experience Innovations team translating business needs into clear research plans and synthesizing insights into actionable guidance. The learning you lead in this role will help to shape the future of the Client experience in our retail offices.
- Lead client research initiatives to understand client needs, behaviors, motivations, pain points, and perceptions throughout the tax preparation journey.
- Design and conduct qualitative research, including client interviews, focus groups, exit interviews, immersion activities, and observational studies.
- Develop research plans, discussion guides, observation protocols, and analysis frameworks that enable effective client-centered learning.
- Conduct in-office field research, time studies, and client observations to identify friction points, unmet needs, and opportunities to improve the client experience.
- Train and coach team members on research best practices, observation skills, interviewing techniques and other approaches as part of our efforts to democratize research across teams.
- Analyze qualitative and quantitative data from multiple sources, including interviews, surveys, operational metrics, behavioral data, and field observations.
- Translate insights into compelling reports, executive presentations, and recommendations that influence products, services, communications, and client experiences.
- Partner with cross-functional teams and maintain insight repositories to ensure client feedback is incorporated into decision-making and ongoing innovation.