Qualitative UX Researcher

📍 Job Overview

Job Title: Qualitative UX Researcher
Company: Credit Genie
Location: New York, New York, United States; Philadelphia, Pennsylvania, United States; Plymouth Meeting, Pennsylvania, United States; Pittsburgh, Pennsylvania, United States
Job Type: Full-Time
Category: User Experience Research / Product Operations
Date Posted: August 19, 2025
Experience Level: Entry-Level (0-2 years)
Remote Status: On-site

🚀 Role Summary

• This role is focused on gathering critical customer insights through direct interaction and supporting user research initiatives.
• You will leverage strong interpersonal and communication skills to engage with customers and understand their experiences with Credit Genie's financial wellness platform.
• The position offers a unique opportunity to develop formal qualitative UX research methodologies under the guidance of experienced Product and Analytics teams.
• This is an entry-level opportunity ideal for individuals passionate about understanding customer needs and contributing to a customer-centric product development process.

📝 Enhancement Note: While the title is "Qualitative UX Researcher," the description emphasizes customer-facing experience and learning research methodologies, suggesting this is an entry-level role focused on the "qualitative" data gathering aspect. The "operations" angle comes from supporting product teams and contributing to product decisions through user feedback, aligning with Product Operations or GTM Operations functions that bridge customer insights and business strategy.

📈 Primary Responsibilities

• Conduct phone interviews and direct conversations with customers to collect feedback and gain insights into their product experiences.
• Assist in the planning, preparation, and execution of user sessions, focus groups, and usability tests, providing crucial support to senior researchers.
• Build and maintain rapport with a diverse range of customer segments to foster open and detailed feedback.
• Document customer interactions accurately and meticulously, identifying emerging patterns and themes in feedback.
• Actively shadow experienced UX researchers to learn and develop proficiency in qualitative research techniques and best practices.
• Collaborate closely with Product Managers and Data Analysts to understand how customer insights translate into actionable product improvements and strategic decisions.
• Contribute to the preparation of research summaries and assist in presenting findings to internal stakeholders.
• Translate customer feedback into actionable insights under the guidance of senior team members, focusing on clarity and impact.
• Organize and maintain research data, ensuring proper documentation and accessibility for the team.
• Participate actively in team discussions, contributing perspectives on user needs and research outcomes to inform product strategy.

📝 Enhancement Note: These responsibilities highlight a strong focus on data gathering, documentation, and cross-functional collaboration, which are core to operations roles that support product and customer-centric initiatives. The emphasis on learning and mentorship is key for an entry-level role.

🎓 Skills & Qualifications

Education: Bachelor's degree is preferred but not mandatory for candidates with relevant customer-facing experience. Experience: 0-2 years of experience in customer-facing roles such as customer service, sales, or similar positions that require significant direct interaction with clients.

Required Skills:

• Exceptional interpersonal skills with a proven ability to build rapport and conduct meaningful conversations with diverse individuals.
• Strong active listening skills, with the ability to ask probing, thoughtful follow-up questions to elicit detailed responses.
• Excellent documentation and organizational skills, demonstrating a keen attention to detail in recording information.
• Genuine curiosity and a deep interest in understanding customer behavior, motivations, and pain points.
• Proven ability to work effectively and collaboratively within a team environment, contributing positively to group dynamics.
• Strong written and verbal communication skills, essential for clear and concise reporting and interaction.
• Adaptability and a proactive, enthusiastic attitude towards learning new skills, methodologies, and technologies.
• Comfort with basic technology tools and a demonstrated willingness to learn specialized research applications.

Preferred Skills:

• Prior exposure to user research, customer feedback analysis, or product development cycles.
• Familiarity with financial services or fintech products and a passion for financial wellness.
• Experience with CRM systems or customer interaction platforms.
• Basic understanding of qualitative research methodologies (e.g., interviews, surveys, usability testing).

📝 Enhancement Note: The required skills strongly emphasize soft skills crucial for operations roles that involve stakeholder management and data collection. The preference for research experience or fintech knowledge indicates a desire for candidates who can quickly integrate into product operations and contribute to business goals.

📊 Process & Systems Portfolio Requirements

Portfolio Essentials:

• While a formal UX research portfolio is not strictly required for this entry-level role, candidates are encouraged to showcase examples of projects demonstrating strong communication, documentation, and analytical skills.
• This could include detailed customer interaction logs, feedback summaries, or any documentation that illustrates an ability to synthesize information and identify patterns.
• Showcase projects that required significant interpersonal engagement and problem-solving with customers.
• Examples of organized data collection or reporting from previous roles would be beneficial.

Process Documentation:

• Ability to learn and adhere to established customer interaction protocols and documentation standards.
• Commitment to accurately documenting customer feedback and research session notes according to team guidelines.
• Willingness to contribute to the refinement of documentation processes as experience grows.

📝 Enhancement Note: For an entry-level role, the emphasis is less on a pre-built "UX research portfolio" and more on demonstrating transferable skills in communication, organization, and data synthesis from previous customer-facing roles. The "process documentation" aspect focuses on adherence to and learning of team processes.

💵 Compensation & Benefits

Salary Range: $75,000 - $145,000 USD per year. This range is dependent on the specific location, candidate experience, and skills, as well as internal equity.

Benefits:

• Comprehensive Health Coverage: 100% company-paid medical, dental, and vision coverage for employees and their dependents from day one.
• Wellness Support: Monthly fitness reimbursement up to $100 or a full membership to LifeTime Fitness.
• Retirement Savings: 401(k) plan with an immediate 2.5% company match and immediate vesting.
• On-site Dining: Meal program providing breakfast, lunch, and dinner.
• Insurance: Life and accidental insurance coverage.
• Flexible Time Off: Flexible Paid Time Off (PTO) policy.

Working Hours: Full-time employment, implying a standard 40-hour work week. The company emphasizes an on-site presence for optimal collaboration, but also acknowledges the need for flexibility when circumstances arise.

📝 Enhancement Note: The salary range provided is broad, reflecting the multiple locations and the entry-level to potentially mid-level (if the 2 years experience is met) nature of the role. The benefits package is very competitive, particularly the 100% company-paid health coverage and on-site meals, which are strong draws for on-site roles. The mention of bonus and equity programs suggests potential for additional compensation beyond the base salary.

🎯 Team & Company Context

🏢 Company Culture

Industry: Fintech / Financial Wellness. Credit Genie operates in the rapidly evolving financial technology sector, focusing on empowering individuals with tools and services for financial stability and credit building. Company Size: The provided data does not specify company size directly, but the context of being backed by prominent venture capital (Khosla Ventures) and having experienced founders suggests a growing startup environment. This implies a dynamic, fast-paced culture where individual contributions are highly visible. Founded: 2019. Founded by industry veterans, including the former founder of Swift Capital (acquired by PayPal), indicating a strong foundation in building and scaling financial technology companies.

Team Structure:

• The role is within a User Research team, which is part of the broader Product or Analytics departments.
• This role will involve close collaboration with Product Managers, Designers, and Data Analysts, fostering a cross-functional approach to product development.
• Reporting structure likely involves a Senior UX Researcher or a Head of Product/Research.

Methodology:

• Customer-Centric Approach: The company's mission and the role's description strongly emphasize understanding and serving customer needs.
• Data-Informed Decisions: While this role focuses on qualitative data, there's a clear connection to the Analytics team, suggesting a blend of qualitative insights and quantitative data to drive product strategy.
• Iterative Development: As a tech startup, the product development process is likely iterative, with user feedback playing a crucial role in continuous improvement.

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

📝 Enhancement Note: The company culture is likely a blend of startup energy and a strong focus on customer impact, driven by experienced leadership. The emphasis on on-site collaboration suggests a culture that values direct interaction and team cohesion. The fintech domain implies a focus on innovation, efficiency, and regulatory awareness.

📈 Career & Growth Analysis

Operations Career Level: This is positioned as an entry-level (0-2 years) Qualitative UX Researcher role. It serves as a foundational position within the user research function, with a clear path for skill development and increased responsibility.

Reporting Structure: The role will report to a senior member of the User Research, Product, or Analytics team, providing direct mentorship and guidance. This structure is typical for entry-level positions where learning and development are prioritized.

Operations Impact: While not a traditional "operations" role like Sales or Revenue Operations, this position has a significant impact on product operations and business growth by ensuring the product is user-friendly and meets customer needs. The insights gathered directly influence product roadmap decisions, user experience enhancements, and ultimately, customer adoption and retention, which are critical for revenue generation.

Growth Opportunities:

• Skill Specialization: Opportunity to develop a deep expertise in qualitative UX research methodologies, including interviewing, usability testing, and thematic analysis.
• Career Progression: Potential to advance to a full UX Researcher, Senior UX Researcher, or even lead research initiatives within product teams.
• Cross-Functional Learning: Exposure to product management, analytics, and engineering allows for a holistic understanding of product development and GTM strategies.
• Fintech Domain Expertise: Build specialized knowledge in the financial services and fintech industry, a high-demand area.
• Mentorship: Direct mentorship from experienced researchers and product leaders to accelerate learning and career development.

📝 Enhancement Note: The "Operations Impact" section highlights how even a research-focused role contributes to the operational success of the product and business by informing user experience and product strategy, aligning with the broader GTM and Product Operations objectives.

🌐 Work Environment

Office Type: The company strongly emphasizes working in person, stating, "We believe working alongside each other in person is the best way to build a great product and foster a strong company culture." This indicates a commitment to a traditional office environment. Office Location(s): The role is available in New York, NY; Philadelphia, PA; Plymouth Meeting, PA; and Pittsburgh, PA. This provides flexibility in geographic location for candidates within these regions.

Workspace Context:

• Collaborative Atmosphere: The emphasis on daily in-office presence suggests a highly collaborative workspace designed to foster teamwork and spontaneous interaction.
• On-site Amenities: The provision of breakfast, lunch, and dinner indicates a culture that invests in employee well-being and convenience, creating a comfortable and productive on-site experience.
• Team Integration: Being in the office facilitates direct interaction with product managers, designers, analysts, and other team members, promoting knowledge sharing and efficient problem-solving.

Work Schedule: The company expects employees to be in the office five days a week, aligning with a standard full-time work schedule. However, they also acknowledge the importance of flexibility for personal circumstances, suggesting a supportive approach to work-life balance within the on-site framework.

📝 Enhancement Note: The strong emphasis on "five days a week" in the office is a key differentiator. This is crucial for candidates who thrive in collaborative, in-person environments and prefer the structure and amenities an office setting provides.

📄 Application & Portfolio Review Process

Interview Process:

• Initial Screening: Likely a brief call with a recruiter to assess basic qualifications and cultural fit.
• Hiring Manager Interview: A more in-depth conversation with the hiring manager to discuss experience, motivations, and understanding of the role. This may include behavioral questions related to customer interaction and problem-solving.
• Skills-Based Interview/Exercise: Candidates may be asked to walk through a past customer interaction or a hypothetical scenario to demonstrate their communication, listening, and documentation skills. This could also involve a brief exercise simulating customer feedback gathering.
• Team/Cross-functional Interview: Interviews with Product Managers, Designers, or Analysts to assess collaboration potential and how insights are shared and utilized.
• Final Interview: Potentially with a senior leader to discuss career aspirations and overall fit within the company's vision.

Portfolio Review Tips:

• Highlight Transferable Skills: Since this is entry-level, focus on showcasing examples from customer service, sales, or leadership roles that demonstrate:
  • Communication & Empathy: How you actively listen, ask probing questions, and build rapport.
  • Organization & Documentation: How you record information, identify patterns, and present findings clearly.
  • Problem-Solving: How you addressed customer issues or contributed to improving customer experiences.
• Showcase Curiosity: Prepare to discuss why you are interested in UX research and understanding customer behavior.
• Quantify Impact (where possible): Even in non-research roles, any quantifiable improvements you contributed to (e.g., customer satisfaction scores, issue resolution times) can be valuable.

Challenge Preparation:

• Customer Scenario: Be prepared for a hypothetical scenario where you need to interview a customer about a financial product. Focus on your approach to eliciting feedback.
• Feedback Synthesis: Practice explaining how you would distill key themes from a series of customer conversations.
• Cross-functional Collaboration: Think about how you would communicate user insights to a product team to ensure they are understood and actionable.

📝 Enhancement Note: The interview process is designed to assess soft skills and teachability. Candidates should prepare to demonstrate their foundational abilities in customer engagement and communication, rather than deep UX research expertise.

🛠 Tools & Technology Stack

Primary Tools:

• Communication Platforms: Likely utilizes tools for internal communication and customer outreach (e.g., Slack, email, potentially specialized call center software).
• Documentation Tools: Standard office suites (e.g., Google Workspace, Microsoft Office) for note-taking, report writing, and data organization.
• CRM or Customer Interaction Systems: May use a CRM or customer feedback platform to log interactions and manage customer data.

Analytics & Reporting:

• While this role is primarily qualitative, exposure to analytics tools may occur through collaboration with the Analytics team. Familiarity or willingness to learn basic data visualization tools could be beneficial.

CRM & Automation:

• Experience with CRM systems (e.g., Salesforce, HubSpot) or customer support platforms is a plus for understanding customer data management.

📝 Enhancement Note: The emphasis is on foundational communication and documentation tools. Proficiency in advanced UX research software is not expected at this stage, but a willingness to learn is key.

👥 Team Culture & Values

Operations Values:

• Customer Focus: A deeply ingrained commitment to understanding and serving the customer, making their needs central to all product decisions.
• Collaboration: Valuing teamwork and cross-functional partnerships to achieve shared goals in product development and user satisfaction.
• Curiosity & Learning: Encouraging a culture of continuous learning, exploration, and a desire to understand the "why" behind customer behavior.
• Detail-Orientation: A commitment to accuracy and thoroughness in documenting customer interactions and research findings.
• Impact-Driven: A focus on how user insights contribute to tangible product improvements and business success.

Collaboration Style:

• Cross-Functional Integration: Expect to work closely with Product Managers, Designers, and Analysts, requiring clear communication and the ability to translate qualitative findings into actionable insights for diverse stakeholders.
• Mentorship-Driven: The team culture likely supports senior members mentoring junior researchers, fostering a learning environment.
• Feedback Exchange: Openness to receiving and providing constructive feedback to improve research processes and outcomes.

📝 Enhancement Note: The values align with a growth-stage company that prioritizes customer success and collaborative innovation. The emphasis on mentorship is a strong indicator of how junior members are integrated and developed.

⚡ Challenges & Growth Opportunities

Challenges:

• Translating Qualitative Data: A key challenge will be learning to effectively translate nuanced customer conversations into clear, actionable insights that product teams can use.
• Managing Diverse Customer Needs: Engaging with a wide range of customers will require adaptability and the ability to understand varied perspectives and financial situations.
• Balancing On-site Presence with Flexibility: Adhering to the five-day on-site expectation while also navigating occasional personal needs will require effective communication and planning.
• Developing Formal Research Skills: Transitioning from customer-facing roles to structured research requires learning new methodologies and analytical frameworks.

Learning & Development Opportunities:

• Formal UX Research Training: Access to mentorship and training in a variety of qualitative research methods.
• Industry Exposure: Gaining deep knowledge of the fintech industry and the financial wellness landscape.
• Product Development Lifecycle: Understanding how user research is integrated into the entire product development process.
• Career Pathing: Clear opportunities for advancement within the research or product teams as skills and experience grow.

📝 Enhancement Note: The challenges are framed as learning opportunities, underscoring the developmental nature of this entry-level role. The growth opportunities are robust, offering a clear path for individuals eager to build a career in user research and product development.

💡 Interview Preparation

Strategy Questions:

• Customer Insight Gathering: "Describe a time you had to understand a customer's needs or problems. How did you approach it, and what did you learn?" Focus on your listening and probing skills.
• Handling Difficult Conversations: "How do you handle situations where a customer is frustrated or has a negative experience? How do you ensure you still gather valuable feedback?" Emphasize empathy and documentation.
• Translating Feedback: "Imagine you gathered feedback from five customers who all mentioned a similar issue with a product. How would you present this to a product manager?" Focus on synthesizing and framing insights.
• Team Collaboration: "How do you typically collaborate with team members on projects? Describe a time you worked with colleagues to achieve a common goal." Highlight your teamwork and communication style.
• Motivation for Research: "Why are you interested in understanding customer behavior and contributing to product development through research?" Show genuine curiosity and a desire to learn.

Company & Culture Questions:

• Research Credit Genie's mission, values, and recent news. Understand their product and target audience.
• Be prepared to discuss why you are drawn to the fintech industry and financial wellness.
• Articulate how your customer-facing experience aligns with their customer-centric approach.

Portfolio Presentation Strategy:

• Focus on Process, Not Just Outcome: For any examples you bring (e.g., customer service success stories, project documentation), explain your thought process, how you gathered information, and how you organized it.
• Highlight Communication Skills: Be clear, concise, and engaging when discussing your experiences. Use storytelling to illustrate your points.
• Demonstrate Documentation Ability: If you have samples of reports, summaries, or organized notes, be ready to share them and explain your approach to documentation.
• Show Enthusiasm for Learning: Emphasize your eagerness to develop formal UX research skills and contribute to the team.

📝 Enhancement Note: For this role, the interview questions will heavily probe soft skills, adaptability, and a genuine interest in the customer and the learning process. Demonstrating these qualities will be more critical than showcasing a polished UX research portfolio.

📌 Application Steps

To apply for this Qualitative UX Researcher position:

• Submit your application through the provided link on Ashby.
• Resume Optimization: Tailor your resume to highlight customer-facing experience, communication skills, documentation abilities, and any instances of gathering feedback or understanding user needs. Use keywords from the job description.
• Portfolio Showcase (Optional but Recommended): If you have any documentation from previous roles that demonstrates your ability to organize information, summarize interactions, or highlight customer insights, prepare to share it. This could be a well-structured report or a summary of customer feedback.
• Interview Preparation: Practice answering behavioral questions focused on customer interaction, problem-solving, and teamwork. Prepare to discuss your motivations for moving into UX research and your understanding of Credit Genie's mission.
• Company Research: Familiarize yourself with Credit Genie's product, target audience, and the fintech industry. Understand their emphasis on customer empowerment and financial wellness.

⚠️ 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.