UX Research and Operations III

(*) This is a remote position; however, the candidate must reside within 30 miles of one of the following locations: Boston, MA; Dallas, TX; San Francisco Bay Area, CA;  Portland, ME; and Washington, D.C

About the Team & Role

We are looking for a UX researcher that specializes in research operations to support operational efficiency in the research process through customer recruitment and engagement, the building out and maintenance of customer panels and supporting research programs within WEX like our ongoing customer visit and interviewing program. The right candidate for this role will also have UX research experience to support in research projects as needed.

The UX Research team works across all of WEX’s solutions to ensure we design, develop and deliver useful, usable, and desirable experiences based on user needs and behaviors. We’re a close-knit team of curious, resourceful, empathetic, and innovative researchers who nerd out on all things related to user experience and research. As UX researchers, we act as the voice of our users to guide better decision-making and build empathy within WEX. If this sounds like a team you would like to work with, read on!

How you'll make an impact

In UX Research Operations:

• Develop and grow customer panels for customer engagement.

• Support WEX research efficiency by managing customer recruiting and engagement for research efforts.

• Build strong relationships across WEX to source new customers and streamline customer engagement.

• Lead the creation of a process to track customer outreach and engagement and ensure compliance.

• Create and maintain documentation around UX research processes and procedures, especially as it pertains to customer/user recruiting and engagement.

• Proactively look for opportunities to make the UX Research team and research activities more efficient.

As a UX Researcher:

• Plan and conduct research independently and with guidance from senior researchers using a wide range of methods (such as usability testing, interviews, field studies, concept testing, surveys, etc.)

• Understand and apply appropriate analysis methods to translate data into actionable findings and recommendations.

• Keep stakeholders apprised and advocate for user empathy throughout the process.

• Present findings and recommendations independently and with guidance to drive design, development, and strategy. 

• Create user personas, journey maps, and other research deliverables.

• Contribute to the development of team best practices, templates, processes, and frameworks.

Experience you’ll bring: 

• 4+ years of full-time business related experience in a UX Research and/or UX Research Operations -dedicated position. The ideal candidate will have experience both in using qualitative and quantitative research methods (e.g. usability testing, surveys, interviews, etc.) AND participant recruitment, customer panel management and process creation.

• Bachelor’s degree in a related field (Psychology, Sociology, Anthropology, Human Factors) is desired.

• Experience with UX- and research-specific tools (e.g. UserTesting.com, Figma, Qualtrics, Optimal Workshop, Dovetail) is required.

• Experience designing and running research studies independently and successfully, end-to-end.

• Extremely organized and a natural project manager.

• Enthusiasm and energy for building relationships with a wide range of people.

• Proactive & self-motivated: Jumps in. Manages time, projects, and workload effectively.

• Ability to work with the UX Research team and business stakeholders to understand and prioritize operational and research program needs.

The base pay range represents the anticipated low and high end of the pay range for this position. Actual pay rates will vary and will be based on various factors, such as your qualifications, skills, competencies, and proficiency for the role. Base pay is one component of WEX's total compensation package. Most sales positions are eligible for commission under the terms of an applicable plan. Non-sales roles are typically eligible for a quarterly or annual bonus based on their role and applicable plan. WEX's comprehensive and market competitive benefits are designed to support your personal and professional well-being. Benefits include health, dental and vision insurances, retirement savings plan, paid time off, health savings account, flexible spending accounts, life insurance, disability insurance, tuition reimbursement, and more. For more information, check out the "About Us" section.

Salary Pay Range: $110.000,00 - $146.000,00