Job Summary: We are looking for a motivated and detail-oriented Associate to support our UX Research, market research, and research operations efforts to help us better understand our customers’ needs and experiences and scale our processes to support more research. The ideal candidate will have a foundational understanding of customer experience and research methodologies and a passion for creating processes and setting up tools to help us complete more research faster and more efficiently.
Key Responsibilities:
User Experience Research:
Work with UX designers and product teams to conduct user research, including usability testing and user interviews.
Ability to consult with partners on business needs and recommend project design
Design user experience research – primarily within UserTesting.com
Run both moderated and unmoderated user tests in UserTesting.com
Complete analysis and write reports
Help synthesize research findings into actionable insights for product design.
Share out reports with business partners
Support the advocacy for user experience in product discussions.
Passion to coach and teach product, design and engineering associates how to conduct user interviews and use tools.
Market Research
Assist in market research initiatives to understand market trends and consumer preferences
Conduct basic qualitative and quantitative research to gather customer insights
Program in key tools (e.g. OnePulse, Qualtrics, etc.)
Analyze and write reports
Share out reports with business partners
Ability to synthesize data from different sources into a cohesive and insightful story
Research Operations
Strong project management skills
Ability to set up new tools and process at scale which enable the research team to complete more work faster and compliantly, with AI often as part of the solve
Ability to help scale research processes and tools to associates across H&R Block
Experience in training and coaching others on basic research methodologies and approaches
Cross-Functional Collaboration:
Collaborate with marketing, product, customer support, and other departments to support a unified approach to customer experience.
Participate in workshops and training sessions to promote a customer-centric culture.
AI-First Mindset
Openness and interest in using AI tools and approaches to increase the efficiency and effectiveness of research activities
Experience and/or interest in building agents, playbooks and other AI enabled tools to support research processes
Qualifications:
Bachelor’s degree in Marketing, Business, Psychology, or a related field.
2-5 years of experience in customer experience, VoC programs, UX research, or market research.
Basic analytical skills and experience with data analysis tools (e.g., Excel).
Strong communication and presentation skills.
Ability to manage multiple tasks and prioritize effectively.
Problem-solving skills and attention to detail.
Experience working in a team environment.
Strong project management skills
