Lead UX Researcher

📍 Job Overview

Job Title: Lead UX Researcher
Company: RxBenefits, Inc.
Location: Remote
Job Type: Full Time
Category: User Experience Research / Product Experience
Date Posted: 2026-02-17
Experience Level: 8-10 years
Remote Status: Remote Solely

🚀 Role Summary

• Lead and execute comprehensive UX research programs to deeply understand and improve user experiences across members, brokers, clients, and employees.
• Act as a player/coach, mentoring junior UX researchers while maintaining hands-on involvement in tactical research activities, including IDIs, surveys, and usability studies.
• Synthesize complex research findings, experience trends, and key drivers (e.g., Key Driver Analysis - KDA) into actionable insights that directly inform product and experience strategy.
• Own and evolve research programs and experience measurement systems, leveraging platforms like UserTesting.com and Qualtrics for continuous insight generation and business impact.

📝 Enhancement Note: This role is positioned as a "Lead" with a "player/coach" model, indicating a need for both strategic oversight and hands-on execution of UX research. The emphasis on connecting insights to business and product outcomes suggests a strong focus on driving measurable impact, which is a hallmark of robust operations roles.

📈 Primary Responsibilities

• Design, plan, and execute end-to-end mixed-methods UX research studies, including but not limited to in-depth interviews (IDIs), surveys, jobs-to-be-done (JTBD) interviews, co-design sessions, concept testing, and usability testing.
• Develop and maintain robust research programs and experience measurement systems, ensuring consistency, rigor, and alignment with organizational priorities and strategic goals.
• Synthesize qualitative and quantitative research findings, experience metrics (NPS, CES), and Key Driver Analysis (KDA) to identify critical experience trends and inform product and business decisions.
• Present research insights, recommendations, and user advocacy clearly and compellingly to diverse stakeholders, including Product, UX/UI Design, Experience Strategy, and executive leadership.
• Leverage and optimize research platforms and tools such as UserTesting.com, Qualtrics, and AI-powered research repositories to facilitate efficient data collection and insight generation.
• Apply segmentation strategies and data analysis techniques to uncover nuanced user needs and validate hypotheses, ensuring research directly supports product development and optimization efforts.
• Mentor and guide junior UX researchers, fostering their professional development and ensuring high-quality research execution across the team.
• Champion human-centered design principles and the value of user research throughout the organization, cultivating a user-centric culture.

📝 Enhancement Note: The responsibilities highlight a blend of strategic leadership in research program management and tactical execution of various research methodologies. The emphasis on "synthesizes and presents UX and CX insights, experience trends, and key drivers" and connecting these to "product and experience decisions" is crucial for operations professionals, showcasing the role's direct impact on business outcomes.

🎓 Skills & Qualifications

Education:

• Bachelor’s degree in Marketing, Business Management, Design Strategy, or an equivalent field of study.

Experience:

• 8-10 years of demonstrated experience in User Experience (UX) Research or related research disciplines.
• Proven track record in planning, executing, and managing multi-study research programs using mixed-methods approaches.
• Substantial experience in leading, mentoring, and developing other UX researchers.
• Demonstrated ability to prioritize research initiatives to deliver decision-ready insights in fast-paced environments.
• Experience presenting research findings and effectively influencing cross-functional teams and stakeholders.

Required Skills:

• Strong grounding in human-centered design principles, UX research methodologies, journey-based research, and service design concepts.
• Proficiency in conducting and analyzing various research methods: IDIs, surveys, JTBD interviews, co-design sessions, concept testing, and usability studies.
• Hands-on experience with key research platforms and tools, including UserTesting.com, Qualtrics, and AI-powered research repositories.
• Expertise in leveraging experience metrics and driver-based analysis (e.g., NPS, CES, KDA) to understand drivers of satisfaction, loyalty, and advocacy.
• Ability to connect research insights and experience data directly to product, service, and design decisions.
• Experience conducting quantitative and qualitative data analysis, including segmentation, to surface actionable insights.
• Excellent communication and presentation skills, with the ability to articulate complex findings to diverse audiences.

Preferred Skills:

• Experience within the healthcare industry.
• Human-centered design or UX research certifications.
• Proficiency in data analysis and visualization tools such as Power BI or Tableau.

📝 Enhancement Note: The experience requirement of 8-10 years, coupled with "leading, mentoring, and developing other researchers," positions this role at a senior or lead level. The explicit mention of "experience metrics and driver-based analysis" and connecting research to "product, service, and design decisions" signals a need for analytical rigor and a focus on quantifiable business impact, aligning with operations functions.

📊 Process & Systems Portfolio Requirements

Portfolio Essentials:

• Demonstrate a portfolio showcasing a range of UX research projects, highlighting the application of mixed-methods approaches and the ability to tackle complex user experience challenges.
• Include case studies that clearly articulate research objectives, methodologies employed, key insights derived, and the tangible impact on product design, user satisfaction, or business outcomes.
• Present evidence of experience in developing and managing research programs, including how you've structured research efforts over time to achieve strategic goals.
• Showcase examples of how you've used quantitative data (e.g., surveys, metrics like NPS/CES) and qualitative data (e.g., interviews, usability tests) in tandem to provide comprehensive user understanding.

Process Documentation:

• Provide examples of how you document research plans, participant recruitment strategies, and research protocols to ensure rigor and replicability.
• Illustrate your process for synthesizing research findings into actionable insights and recommendations, including how you tailor communication for different stakeholder groups.
• Detail your approach to integrating research insights into product development lifecycles, demonstrating how you collaborate with design and product teams to implement findings.
• Showcase experience in defining and measuring key UX and CX metrics, and how you use this data to track performance and identify areas for optimization.

📝 Enhancement Note: The emphasis on a "portfolio" and "process documentation" is critical for operations roles. Candidates should prepare to showcase how they structure research, synthesize data, measure impact, and integrate findings into business processes, demonstrating a systematic and results-oriented approach.

💵 Compensation & Benefits

Salary Range: $132,000 - $165,000 annually.

• This range reflects the anticipated hiring range based on market data, experience, skills, knowledge, and internal equity. Final compensation will be determined on an individual basis.

Benefits:

• Remote First Work Environment: Fully remote position, offering flexibility and work-life balance.
• Comprehensive Health Coverage: Choice of High Deductible Health Plan (HDHP) or PPO Medical plan. RxBenefits covers 100% of the premium for the HDHP for the employee and eligible family members.
• Ancillary Insurance: 100% premium coverage for Dental, Vision, Short-Term Disability, Long-Term Disability, and Group Life Insurance for employees and their families (Dental & Vision).
• Buy-Up Options: Additional voluntary options for Short-Term Disability, Long-Term Disability, and Life Insurance.
• Retirement Savings: 401(k) plan with an employer match up to 3.5% available after 60 days of employment.
• Paid Time Off: 10 company holidays (including MLK Day, Juneteenth, day after Thanksgiving) plus a floating holiday.
• Community Service Day: Paid day off to engage in community service activities.
• Professional Development: Tuition Reimbursement for accredited degree programs.
• Family Support: Paid New Parent Leave for adoption or birth.
• Home Office Support: Reimbursement for high-speed internet; company-provided computer and monitors.
• Wellness & Personal Care: Pet insurance, robust mental health benefits and EAP through Spring Health.

Working Hours:

• Standard full-time hours (approximately 40 hours per week) are expected, with flexibility often afforded in a remote environment, provided research objectives and stakeholder needs are met.

📝 Enhancement Note: The salary range is specific and competitive for a lead research role. The detailed benefits list, particularly the 100% premium coverage for medical, dental, vision, and disability, along with home office support and tuition reimbursement, indicates a strong emphasis on employee well-being and professional growth, which can be attractive to operations professionals seeking stability and support.

🎯 Team & Company Context

🏢 Company Culture

Industry: Healthcare Benefits Administration / Employee Benefits. RxBenefits operates within the complex landscape of employee benefits, specifically focusing on helping employers manage and optimize their group prescription drug benefits. This industry requires a deep understanding of user needs (members, brokers, clients) and intricate operational processes. Company Size: While not explicitly stated, the ADP recruitment platform suggests a mid-to-large enterprise presence. A company of this nature likely has established processes and a need for structured operations to manage its services effectively. Founded: Information not provided.

Team Structure:

• The Lead UX Researcher will likely be part of a broader Product, Design, or Experience Strategy team.
• This role involves close collaboration with Experience Strategy, UX/UI Design, Product Management, and potentially Data Analytics teams.
• The "player/coach" aspect implies direct reporting lines to a Director or VP of Product/Design/Experience, with potential mentorship responsibilities for junior researchers.

Methodology:

• Emphasis on a human-centered design and user research approach, using mixed-methods to gather insights.
• Data-driven decision-making is a core component, utilizing experience metrics (NPS, CES, KDA) and segmentation analysis.
• Agile or iterative product development processes are likely, requiring research to inform rapid cycles of design and testing.

Company Website: https://www.rxbenefits.com/

📝 Enhancement Note: Understanding RxBenefits' industry (Healthcare Benefits) is crucial. This means user experiences are often tied to critical life events and complex information. Operations professionals in this space need to balance user empathy with regulatory compliance and efficient service delivery.

📈 Career & Growth Analysis

Operations Career Level: This "Lead" position signifies a senior individual contributor role with leadership and mentorship responsibilities. It's a critical juncture for UX researchers looking to deepen their strategic impact and develop leadership skills within a growing organization. Reporting Structure: Typically, a Lead UX Researcher reports to a Director or VP of Product, Design, or User Experience. They may also have direct reports (junior researchers) or lead research initiatives across multiple product teams. Operations Impact: The role's direct influence on product decisions, user satisfaction, and advocacy means it has a significant impact on customer retention, operational efficiency (by reducing support needs through better design), and ultimately, the company's ability to serve its clients and members effectively. Insights generated here can drive strategic business direction.

Growth Opportunities:

• Leadership Advancement: Potential to grow into a Manager or Director of UX Research, overseeing a larger team and defining the research strategy for the entire organization.
• Specialization: Deepen expertise in specific research areas, such as advanced quantitative analysis, service design, or CX program management.
• Cross-Functional Leadership: Take on broader strategic initiatives, influencing product roadmaps and company-wide customer experience strategies.
• Industry Influence: Contribute to the broader UX and CX community through speaking engagements or publications, driven by the unique challenges and successes at RxBenefits.

📝 Enhancement Note: This role offers a clear path for career progression from a senior individual contributor to a leadership position, especially within a company focused on optimizing user experiences for critical services. The emphasis on "influencing product and experience decisions" and "advocating for user needs" aligns with the strategic contribution expected from operations leaders.

🌐 Work Environment

Office Type: Remote First Work Environment. This implies a distributed workforce with a strong emphasis on asynchronous communication and digital collaboration tools. Office Location(s): While the role is remote, RxBenefits is headquartered in Birmingham, AL. This might mean occasional team meetups or company-wide gatherings, though the primary mode of operation is remote.

Workspace Context:

• Expect a highly collaborative digital environment, relying heavily on platforms like Slack, Microsoft Teams, Zoom, and project management tools.
• Access to necessary technology, including a company-provided computer and monitors, is standard for remote roles.
• Opportunities for interaction will be primarily through virtual meetings, ideation sessions, and digital communication channels.

Work Schedule:

• Full-time employment with flexibility inherent to a remote role, provided research objectives, project timelines, and stakeholder availability are managed effectively. The focus will be on output and impact rather than strict adherence to traditional office hours.

📝 Enhancement Note: A "Remote First" environment requires strong self-discipline, excellent communication skills, and comfort with digital collaboration tools. For operations professionals, this means mastering asynchronous workflows and ensuring clear documentation to maintain alignment across distributed teams.

📄 Application & Portfolio Review Process

Interview Process:

• Initial Screening: A recruiter will likely review your resume and portfolio for alignment with the core requirements, focusing on experience level, methodology, and tool proficiency.
• Hiring Manager Interview: A discussion with the hiring manager (likely a Director/VP) to delve into your experience, leadership style, research philosophy, and approach to mentoring. Expect questions about how you've driven impact.
• Stakeholder Interviews: Meetings with key collaborators from Product, Design, and potentially Data Analytics. These interviews will assess your ability to communicate research findings, influence decisions, and integrate insights into the product development process.
• Portfolio Presentation: A dedicated session where you present selected case studies from your portfolio. This is crucial for demonstrating your thought process, research rigor, and impact.
• Final Interview: Potentially a final conversation with senior leadership to assess cultural fit and strategic alignment.

Portfolio Review Tips:

• Curate Strategically: Select 3-4 projects that best showcase your "player/coach" capabilities, mixed-methods expertise, and ability to drive measurable outcomes. Ensure a balance of qualitative and quantitative work.
• Structure for Impact: For each case study, clearly define the problem, your role, the research methods used, key insights, and the resulting actions/impact on the product or business. Quantify impact whenever possible (e.g., "increased task success by X%", "reduced support tickets by Y%").
• Highlight Mentorship: If possible, include an example of how you mentored a junior researcher or led a research initiative with a team.
• Tool Proficiency: Be prepared to discuss your hands-on experience with UserTesting.com, Qualtrics, and other relevant tools.
• Storytelling: Frame your projects as compelling narratives that highlight your problem-solving skills and strategic thinking.

Challenge Preparation:

• Be prepared for a potential take-home assignment or a live case study exercise focused on a product or user problem relevant to RxBenefits' domain. This might involve critiquing an existing experience, outlining a research plan for a new feature, or synthesizing hypothetical data.
• Practice articulating your thought process clearly and concisely, demonstrating how you would approach ambiguity and deliver actionable insights under pressure.

📝 Enhancement Note: For operations roles, the portfolio presentation is paramount. Candidates should focus on demonstrating a systematic approach to problem-solving, data synthesis, and measurable impact, aligning their case studies with the "player/coach" and "driving business outcomes" aspects of the role.

🛠 Tools & Technology Stack

Primary Tools:

• UserTesting.com: Essential for remote usability testing, concept testing, and gathering quick feedback on prototypes or live products. Proficiency in setting up studies, recruiting participants, and analyzing results is key.
• Qualtrics: A comprehensive platform for survey design, distribution, and analysis. Crucial for gathering quantitative data, such as satisfaction surveys, feature prioritization, and Key Driver Analysis (KDA).
• AI-powered Research Repositories: Indicates the use of platforms for storing, organizing, and analyzing research data (e.g., Dovetail, EnjoyHQ, or internal solutions). Familiarity with tagging, synthesizing, and retrieving insights from large datasets is important.
• Collaboration Tools: Slack, Microsoft Teams, Zoom for real-time communication and virtual meetings.
• Project Management Tools: Tools like Jira, Asana, or Trello may be used for tracking research projects and coordinating with product teams.

Analytics & Reporting:

• Experience Metrics: Deep understanding and application of metrics like Net Promoter Score (NPS), Customer Effort Score (CES), and Task Success Rate.
• Key Driver Analysis (KDA): Ability to perform or interpret KDA to identify the most impactful factors influencing overall satisfaction or loyalty.
• Segmentation Analysis: Proficiency in segmenting user groups to understand distinct needs and behaviors.
• Data Visualization Tools (Preferred): Power BI, Tableau for creating compelling dashboards and reports to communicate insights effectively.

CRM & Automation:

• While not primary research tools, familiarity with CRM systems (like Salesforce) and marketing automation platforms can provide context on how user data is managed and campaigns are executed, which can inform research design.

📝 Enhancement Note: The explicit mention of UserTesting.com, Qualtrics, and AI research repositories, alongside KDA and segmentation, highlights the need for hands-on technical proficiency in modern UX research tools and analytical techniques. This combination is vital for driving data-informed decisions in a GTM or operations context.

👥 Team Culture & Values

Operations Values:

• User-Centricity: A deep commitment to understanding and advocating for the needs of all users (members, brokers, clients, employees) in every decision.
• Data-Driven Insights: Valuing rigorous research and analytical approaches to inform strategy and measure impact, moving beyond assumptions to evidence-based decision-making.
• Collaboration & Influence: Fostering strong partnerships across departments (Product, Design, Experience Strategy) to ensure research findings are integrated and acted upon.
• Mentorship & Growth: A culture that supports the development of team members, particularly encouraging the growth of junior researchers through guidance and shared learning.
• Impact & Accountability: Focusing on research that delivers tangible business value and drives positive user experience outcomes, with a clear understanding of how work contributes to organizational goals.

Collaboration Style:

• Cross-functional Integration: Proactive engagement with Product Managers, Designers, and Experience Strategists to embed research throughout the product development lifecycle.
• Transparent Communication: Open sharing of research plans, findings, and challenges to ensure alignment and foster trust across teams.
• Feedback Loop: Embracing constructive feedback on research approaches and findings to continuously improve research quality and relevance.
• Knowledge Sharing: Actively contributing to a shared understanding of user needs and research best practices across the organization.

📝 Enhancement Note: The emphasis on user-centricity, data-driven insights, and cross-functional collaboration directly aligns with the core tenets of effective Revenue Operations and GTM functions. These values suggest an environment where operations professionals can thrive by driving efficiency and improving customer journeys.

⚡ Challenges & Growth Opportunities

Challenges:

• Balancing Player & Coach Roles: Effectively managing personal research execution while providing leadership and mentorship to junior researchers requires strong time management and delegation skills.
• Driving Action from Insights: Ensuring that valuable research findings are consistently translated into concrete product and business changes within a fast-paced environment.
• Navigating Complexity: Understanding the intricate needs and behaviors of diverse user groups (members, brokers, clients) within the healthcare benefits landscape.
• Measuring Long-Term Impact: Establishing and tracking metrics that demonstrate the sustained value of UX research and CX initiatives over time.

Learning & Development Opportunities:

• Advanced Analytics: Opportunity to deepen expertise in quantitative analysis, statistical modeling, and advanced CX measurement techniques.
• Leadership Development: Formal or informal training in people management, strategic planning, and team leadership.
• Industry Expertise: Gaining in-depth knowledge of the healthcare benefits industry and its unique user challenges.
• Tool Mastery: Becoming an expert in advanced features of research platforms and potentially exploring new tools for data synthesis and analysis.

📝 Enhancement Note: The challenges highlight opportunities for operations professionals to apply skills in process optimization, change management, and strategic analysis. The growth opportunities point towards developing leadership capabilities and specialized expertise within a critical industry.

💡 Interview Preparation

Strategy Questions:

• "Describe a time you had to balance hands-on research execution with mentoring junior team members. How did you prioritize?" (Assesses player/coach ability and leadership).
• "Walk us through a complex research program you led. What were the key objectives, methodologies, and how did you ensure your insights led to tangible product changes?" (Assesses program management, mixed-methods, and impact).
• "How do you approach translating quantitative data (like NPS/CES) and qualitative findings into actionable strategies for product teams?" (Assesses synthesis, KDA application, and influence).

Company & Culture Questions:

• "What interests you about RxBenefits and the healthcare benefits industry specifically?" (Assesses research and genuine interest).
• "How would you foster a more user-centric culture within a product and engineering organization?" (Assesses advocacy and cultural influence).
• "Describe your experience working with stakeholders who may be resistant to research findings or user feedback." (Assesses influencing skills and stakeholder management).

Portfolio Presentation Strategy:

• Focus on Impact: For each project presented, clearly articulate the business problem, your specific role, the research process, key insights, and the resulting impact (quantified if possible).
• Showcase Methodology: Be prepared to defend your methodological choices and discuss trade-offs made. Highlight the use of mixed methods and how you leveraged tools like UserTesting.com and Qualtrics.
• Demonstrate Leadership: If your portfolio includes team projects, highlight your contributions to mentoring or guiding others.
• Connect to RxBenefits: Briefly explain how your experience and approach align with the needs of RxBenefits and the role's focus on member, broker, and client experiences.

📝 Enhancement Note: Interview preparation should focus on demonstrating a strategic, data-driven, and collaborative approach. Candidates should be ready to articulate their methodology, showcase measurable impact, and discuss how they lead and influence teams, aligning with the core responsibilities of a lead operations role.

📌 Application Steps

To apply for this Lead UX Researcher position:

• Submit your application through the provided ADP link.
• Portfolio Customization: Tailor your resume and portfolio to prominently feature your experience in mixed-methods research, leadership/mentorship, and driving measurable outcomes using experience metrics (NPS, CES, KDA). Ensure examples showcase your work with UserTesting.com and Qualtrics.
• Resume Optimization: Clearly articulate your 8-10 years of relevant experience, highlighting achievements related to influencing product decisions and improving user satisfaction. Use keywords from the job description naturally.
• Interview Preparation: Practice articulating your research process, insights synthesis, and stakeholder influence using the STAR method. Prepare specific examples for potential interview questions and rehearse your portfolio presentation.
• Company Research: Familiarize yourself with RxBenefits' mission, services, and the healthcare benefits industry. Consider how UX research can address specific challenges and opportunities within this domain.

⚠️ Important Notice: This enhanced job description includes AI-generated insights and operations industry-standard assumptions. All details should be verified directly with the hiring organization before making application decisions.