Job Description

Job Description

UX Researcher – Digital Customer Experience

Location: Fort Worth, TX

Hybrid: Onsite Tuesday through Thursday, Remote Monday and Friday

Pay Rate: $70–73/hour

Duration: 1-year contract

Job Description

We are seeking an experienced UX Researcher to join a large enterprise Digital Customer Experience organization. This team is a multidisciplinary UX group responsible for improving both customer-facing and employee-facing applications used at scale.

The ideal candidate is a thoughtful, empathetic, and data-driven UX professional with hands-on experience across qualitative and quantitative research methods. You will collaborate closely with Product Owners, Product Designers, and stakeholders to influence product decisions through research-backed insights.

What You’ll Do

• Collaborate with Product Owners, Product Designers, and stakeholders to understand business problems and advocate for user experience
• Contribute to research strategies aligned with product portfolio objectives and key results (OKRs)
• Lead discovery and evaluative UX research ahead of and during development
• Conduct qualitative UX research including moderated usability testing, user interviews, heuristic evaluations, contextual inquiry, and competitive analysis
• Conduct quantitative UX research including surveys, clickstream analysis, card sorting, tree testing, unmoderated usability testing, and eye-tracking studies
• Analyze research findings and clearly communicate actionable insights to product teams
• Use analytics tools such as Adobe Analytics and Quantum Metric to supplement UX research and understand end-to-end user experiences
• Create, update, and advocate for personas, customer journey maps, and service blueprints
• Work in a self-guided Agile environment across multiple initiatives
• Track UX performance using quantitative metrics and customer feedback to identify areas for improvement
• Support the scaling of UX research practices by contributing to Research Ops initiatives
• Utilize research software, hardware, and participant recruitment resources, including eye-tracking equipment

Required Qualifications

• Bachelor’s degree in Human Computer Interaction, Human Factors Engineering, Computer Science, Visual Design, Behavioral Sciences, Psychology, or a related discipline
• 3+ years of applied UX research experience in large enterprises or highly matrixed organizations
• Strong understanding of user-centered design principles
• Hands-on experience with qualitative and quantitative UX research methods
• Experience using remote research platforms such as UserZoom, UserTesting, or Userlytics
• Experience with data analysis tools including SPSS, R, SQL, database queries, or basic programming languages
• Excellent written and verbal communication skills
• Ability to present research findings and design recommendations clearly to stakeholders using data, best practices, and business requirements

Preferred Qualifications

• Master’s degree or PhD in a related discipline
• 5+ years of applied UX research experience
• Experience owning or contributing to research strategies aligned with product objectives and OKRs
• Project management skills with the ability to set objectives and deliver on time
• Experience scaling research practices, building insight repositories, or benchmarking programs
• Proficiency with modern analytics dashboards and tools such as Adobe Analytics or Quantum Metric
• Experience conducting field research with unionized workforces
• Knowledge of Artificial Intelligence and its application to UX practices

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