Senior Lead User Experience Researcher

Join RxBenefits as a Senior Lead User Experience Researcher, where your passion for understanding and enhancing user experiences will directly impact our members, brokers, clients, and employees. In this pivotal role, you will collaborate closely with Experience Strategy, UX/UI Design, Product, and other vital stakeholders to identify critical knowledge gaps, influence product decisions, and optimize user satisfaction and advocacy. As a player-coach, you will engage in hands-on research studies, including in-depth interviews (IDIs), surveys, co-design sessions, concept testing, and usability assessments, while mentoring and guiding junior UX researchers. You will utilize experience metrics, Key Driver Analysis (KDA), segmentation, and customer experience (CX) frameworks to connect insights from your research to meaningful business and product outcomes. Additionally, you will make effective use of platforms and tools such as UserTesting.com, Qualtrics, and AI-driven research repositories to generate actionable insights. Focus Areas: Member Experience, Broker Experience, Client Experience, Employee Experience Key Responsibilities Include: Research Leadership & Execution Lead and support user experience research programs, undertaking exploratory and evaluative studies to develop a comprehensive understanding of users through mixed-methods research. Oversee complex research initiatives, including IDIs, surveys, JTBD interviews, co-design sessions, concept testing, and usability tests. Act as a mentor to junior UX researchers while remaining actively involved in practical research tasks. Synthesis & Insight Delivery Synthesize and deliver user experience insights, experience trends, and key drivers to stakeholders, ensuring findings are actionable and support product and experience decisions. Leverage ongoing customer experience and user experience measures (e.g., NPS, CES, task success, journey feedback) to track performance and pinpoint improvement opportunities. Program & System Ownership Manage and develop research programs and experience measurement systems, ensuring they align with organizational goals and maintain rigorous standards. Operate and optimize research and testing platforms, employing UserTesting.com, Qualtrics, and AI research repositories to derive actionable insights. Support the management and enhancement of user testing platforms and feedback channels for rapid insights generation. Advocacy & Culture Champion user needs throughout the product development lifecycle, ensuring research informs design, product, and business strategies. Communicate and reinforce the value of human-centered design, user experience research, and customer experience insights across teams. Required Skills / Experience: Bachelor's degree in marketing, business management, design strategy, or a related field. 8-10 years of proven experience in UX or research. Demonstrated ability to lead, mentor, and develop fellow researchers. Experience in planning, executing, and overseeing multi-study research initiatives utilizing mixed-methods approaches. Solid skills in presenting findings and persuading cross-functional teams. Proven ability to prioritize research for actionable insights in dynamic environments. Strong foundation in human-centered design, user experience research methods, journey-based research, and service design principles. Experience with experience metrics and driver-based analysis (e.g., NPS, CES, KDA) to identify factors influencing satisfaction, loyalty, and advocacy. Capability to relate research and experience data to product, service, and design decisions. Hands-on experience with UserTesting.com, Qualtrics, and AI-powered research repositories. Experience conducting segmentation and analyzing quantitative/qualitative data to uncover insights and identify experience drivers. Preferred Skills/Experience: Background in the healthcare sector. Certifications in human-centered design or user experience research. Proficiency in data analysis and visualization tools such as PowerBI or Tableau. The salary for this role ranges from $132,000 to $165,000 annually, with variations based on experience, skills, and internal equity considerations. This position is also eligible for short-term incentives based on individual and business outcomes. At RxBenefits, we are dedicated to equitable compensation practices, ensuring that all team members are compensated fairly for their contributions. We provide a robust total rewards package that includes: Remote-first work environment. Select from HDHP or PPO Medical plans, with 100% of the premium covered for you and your eligible family members under the HDHP. 100% premium coverage for Dental, Vision, Short- and Long-Term Disability, and Group Life Insurance (including family coverage for Dental and Vision). Options for additional short- and long-term disability and life insurance coverage. 401(k) plan with an employer match available after 60 days. Community Service Day to support causes important to you. 10 company holidays plus a floating holiday. Reimbursements for high-speed internet and provision of necessary equipment for remote work. Tuition Reimbursement for accredited degree programs. Paid New Parent Leave for adoption or birth. Pet insurance for your furry family members. Extensive mental health benefits and EAP services through Spring Health. We are an equal opportunity employer and provide opportunities for all who work and apply with us, without regard to various protected characteristics.

Created: 2026-03-11