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 you, but your family, too! We go above and beyond to give you the support you need on an individual level and offer all sorts of ways to help you live your best life. We are proud to offer eligible team members perks and health benefits that will help you have peace of mind. Simply put: We’ve got your back. Check out our full list of Benefits and Perks.

About Us

Rocket Mortgage® was founded in 1985. Today, we’re a Detroit-based, publicly traded company with a mission to Help Everyone Home. At Rocket Mortgage, we believe that home is more than the house you live in. Our wide variety of home loan options, tools and resources empower our clients to achieve their homeownership dreams. We’re known as experts in the mortgage industry, but we’re also innovators – we strive to create the best experiences for our clients from beginning to end. And we’re not your typical employer. We’re insistently different in how we look at the world and are committed to an inclusive workplace where every voice is heard. Apply today to join a team that offers career growth, amazing benefits and the chance to work with leading industry professionals.

This job description is an outline of the primary responsibilities of this position and may be modified at the discretion of the Company at any time.  Decisions related to employment are not based on race, color, religion, national origin, sex, physical or mental disability, sexual orientation, gender identity or expression, age, military or veteran status or any other characteristic protected by state or federal law.  The Company provides reasonable accommodations to qualified individuals with disabilities in accordance with applicable state and federal laws.  Applicants requiring reasonable accommodations in completing the application and/or participating in the application process should contact a member of the Human Resources team at Careers@myrocketcareer.com.

Colorado, New York City, Jersey City, California, D.C and Washington Candidates only: the salary range for this position is one hundred thirteen thousand dollars to two hundred fifty-three thousand five hundred dollars. The position may also be eligible for an annual bonus and other employment-related benefits including, but not limited to, medical, dental, and vision benefits, 401K retirement plan, and paid-time off.  More information regarding these benefits and others can be found here.  The information regarding compensation and other benefits included in this paragraph is only an estimate and is subject to revision from time to time as the Company, in its sole and exclusive discretion, deems appropriate. The Company may determine during its review of the proposed compensation and benefits provided for this position, that the compensation and benefits for such position should be reduced. In no event will the Company reduce the compensation for the position to a level below the applicable jurisdictional minimum wage rate for the position.

Los Angeles County Candidates only: qualified applicants with arrest or conviction records will be considered for employment per the Fair Chance Ordinance and the California Fair Chance Act.

The Company is an Equal Employment Opportunity employer, and does not discriminate in any hiring or employment practices. The Company provides reasonable accommodations to qualified individuals with disabilities in accordance with state and federal law. Applicants requiring reasonable accommodation in completing the application and/or participating in the employment application process should notify a representative of the Human Resources Team, The Pulse, at Careers@myrocketcareer.com.