Senior UX Researcher

📍 Job Overview

Job Title: Senior UX Researcher

Company: H&R Block

Location: Remote (Ohio, United States)

Job Type: FULL_TIME

Category: User Experience Research / Product Development Operations

Date Posted: November 03, 2026

Experience Level: 5-10 Years

Remote Status: Fully Remote

🚀 Role Summary

• Drive continuous discovery and user-centric product development across multiple digital product teams.

• Conduct rigorous qualitative and quantitative research to uncover user needs and validate product concepts.

• Synthesize complex research findings into actionable insights that directly inform product strategy and design decisions.

• Collaborate closely with cross-functional partners, including Product Managers, Designers, and Engineers, to ensure research translates into impactful user experiences.

• Champion user needs and advocate for data-driven decision-making throughout the product lifecycle.

📝 Enhancement Note: While the primary focus is UX Research, this role is crucial for operations by ensuring that digital products are intuitive, efficient, and meet user needs, thereby reducing support costs and increasing client adoption and satisfaction. The operations aspect lies in optimizing the product development lifecycle through continuous user feedback and data-driven iteration, directly impacting the efficiency and effectiveness of H&R Block's digital offerings.

📈 Primary Responsibilities

• Partner with product teams to co-create comprehensive research plans and strategically prioritize learning objectives aligned with business goals.

• Execute a variety of qualitative research methodologies, including weekly or bi-weekly moderated user interviews and usability tests, leveraging platforms like UserTesting.com.

• Engage with diverse customer segments, from digitally savvy individuals to those less familiar with financial technology, to deeply understand their needs, pain points, and behaviors.

• Analyze and synthesize research findings from multiple sources, identifying key themes, user needs, and critical usability issues.

• Translate complex data and insights into clear, concise, and actionable recommendations for product managers, designers, and engineering teams.

• Deliver regular research summaries, presentations, and next-step recommendations to a broad range of stakeholders, including leadership.

• Advise on and contribute to research priorities across a portfolio of digital products, encompassing web, mobile, AI-driven financial tools, and internal retail systems.

• Flexibly support additional product teams or critical initiatives as business needs evolve, demonstrating adaptability and a broad understanding of H&R Block's digital ecosystem.

• Work hand-in-hand with product managers, designers, engineers, and other stakeholders to ensure research findings are actionable, integrated into the product roadmap, and aligned with overarching business objectives.

• Systematically document and share research findings within knowledge management systems, facilitating team learning, knowledge sharing, and the development of a robust user research repository.

📝 Enhancement Note: The responsibility to "Advise on research priorities across multiple product teams, which may include web, mobile, AI-driven, and retail systems" indicates a strategic operational function. This involves resource allocation for research efforts, ensuring that the most critical product areas receive adequate user insight to drive efficiency and mitigate development risks. The ability to support "additional teams or initiatives as assigned" further highlights the operational agility required.

🎓 Skills & Qualifications

Education: Bachelor’s degree in Human-Computer Interaction (HCI), Psychology, Sociology, Anthropology, Computer Science, or a related field, or equivalent practical experience demonstrating a strong understanding of user research principles and methodologies.

Experience: A minimum of 5 years of progressive experience in user experience research, with a proven track record of conducting and delivering impactful research within a product development environment.

Required Skills:

• Demonstrated command of a broad spectrum of qualitative user-centered design research methods, including but not limited to: usability testing (moderated and unmoderated), ethnography, in-depth interviews, focus groups, and diary studies.

• Proven experience utilizing a wide range of user experience research software and tools, such as UserTesting.com, Medallia, Qualtrics, Morae, and similar platforms for data collection and analysis.

• Practical experience applying design thinking approaches and frameworks in research and product design processes to foster innovation and solve complex user problems.

• Solid understanding of quantitative research methods, including survey design, experimental design, and basic statistical concepts relevant to analyzing user data.

• Exceptional communication and presentation skills, with the ability to articulate complex research findings and recommendations clearly and persuasively to both technical and non-technical audiences.

• An unwavering passion for understanding and advocating for customers, with a genuine desire to improve their financial lives. Preferred Skills:

• Experience with AI-driven product research and understanding user interaction with intelligent systems.

• Familiarity with research operations (ResearchOps) principles and best practices for scaling research efforts.

• Experience in the financial services or tax industry, understanding the unique needs and challenges of financial consumers.

• Proficiency in data synthesis and storytelling techniques to create compelling narratives from research findings.

• Experience with A/B testing and other experimentation methods to validate design hypotheses.

📝 Enhancement Note: The requirement for "5 years minimum related work experience" and a Bachelor's degree suggests a mid-to-senior level role. The emphasis on "design thinking approaches" and "quantitative research methods" points to a need for a researcher who can not only uncover user needs but also contribute to strategic product innovation and validation, linking research outcomes directly to business objectives and operational efficiency.

📊 Process & Systems Portfolio Requirements

Portfolio Essentials:

• A curated portfolio showcasing a minimum of 3-5 impactful UX research projects, demonstrating a clear understanding of the research process from planning to delivery.

• Each project case study should clearly articulate the research objectives, methodologies employed, participant recruitment strategy, key findings, and actionable recommendations.

• Evidence of how your research insights directly influenced product decisions, design iterations, or strategic direction, ideally with measurable outcomes or impact.

• Examples of experience with various research tools and platforms mentioned in the requirements, showcasing proficiency in their application.

• Demonstrations of how you translated complex qualitative and quantitative data into clear, compelling narratives and actionable insights for stakeholders. Process Documentation:

• Showcase examples of research plans, discussion guides, or usability test scripts that highlight structured planning and methodological rigor.

• Include samples of synthesized research findings, such as affinity diagrams, journey maps, user personas, or detailed reports that clearly outline insights and recommendations.

• Provide evidence of how you collaborated with cross-functional teams (Product, Design, Engineering) to integrate research findings into the product development workflow.

• Examples of how you contributed to or maintained a knowledge management system for research findings, ensuring accessibility and reusability of insights.

📝 Enhancement Note: For a Senior UX Researcher role, a portfolio is critical. It's not just about showing what you did, but demonstrating your strategic thinking, methodological expertise, and the tangible impact of your research on product development and user experience. The emphasis on actionable insights and cross-functional collaboration highlights the operational aspect of integrating research into the product lifecycle efficiently.

💵 Compensation & Benefits

Salary Range: $100,400.00 - $150,600.00 / Year

Benefits:

• Comprehensive Medical and Prescription Drug Coverage: Ensuring associate health and well-being.

• Retirement Savings Plan (401(k) Plan): Support for long-term financial planning and security.

• Employee Assistance Program (EAP): Confidential support for personal and work-related challenges.

• Virtual Fitness Center Programs: Promoting physical health and wellness.

• Associate Discount Program: Offering savings on various products and services.

• Business Travel Accident Insurance: Providing coverage during work-related travel.

• Associate Tax Prep Benefit: A valuable perk for personal financial management.

Working Hours: Standard full-time hours, typically around 40 hours per week, with flexibility expected to accommodate research participant availability and project deadlines.

📝 Enhancement Note: The salary range provided is competitive for a Senior UX Researcher role in the US, especially for a fully remote position. The benefits package is robust, reflecting H&R Block's commitment to associate well-being and professional development, which is crucial for retaining talent in specialized roles like UX Research. The mention of "local minimum wage laws apply" is standard but less relevant for a senior role at this salary level. The inclusion of a tax preparation benefit is a unique and relevant perk for an H&R Block associate.

🎯 Team & Company Context

🏢 Company Culture

Industry: Financial Services / Tax Preparation Technology. H&R Block operates within a dynamic and highly regulated industry, where trust, accuracy, and client confidence are paramount. The company is undergoing significant digital transformation, blending traditional tax services with innovative technology solutions.

Company Size: H&R Block is a large, established corporation with a significant presence in the market. This implies a structured environment with established processes, but also opportunities for impact within a large organization undergoing digital innovation.

Founded: H&R Block was founded over 70 years ago, signifying a long history of client service and industry leadership. Their "Block Next" strategy highlights a commitment to evolving through digital innovation, balancing legacy expertise with future-forward technology.

Team Structure:

• The UX Research team likely operates as a central function or embedded within larger product development units, supporting multiple digital product teams.

• Reporting structure would likely involve a UX Research Lead or Manager, with Senior Researchers collaborating closely with Product Managers, UX Designers, and Engineering Leads.

• Cross-functional collaboration is key, with researchers acting as a vital bridge between user needs and product strategy, influencing decisions across design, product management, and engineering. Methodology:

• Data analysis and insights generation are core to the role, focusing on translating user feedback into actionable product improvements.

• Workflow planning and optimization strategies will be applied to the research process itself, ensuring efficiency and scalability.

• Automation and efficiency practices will be leveraged through research tools and streamlined reporting processes to maximize research impact.

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

📝 Enhancement Note: H&R Block's focus on "Block Next" strategy, blending human expertise with digital innovation, indicates a forward-thinking culture. For a Senior UX Researcher, this means opportunities to work on cutting-edge financial technology products while still grounding them in the core values of trust and client support that define the company. The large company size suggests established processes for research operations, but also the potential for significant influence if research is effectively integrated.

📈 Career & Growth Analysis

Operations Career Level: Senior UX Researcher. This level signifies a high degree of autonomy, expertise, and the ability to lead research initiatives independently. It requires strategic thinking, the ability to mentor junior researchers (potentially), and to influence product direction based on deep user understanding. The role contributes to the operational efficiency of product development by ensuring that user needs are met, reducing rework and improving product-market fit.

Reporting Structure: Likely reports to a UX Research Manager or Lead, with close collaboration with Product Managers and UX Designers for specific product initiatives. The Senior Researcher will act as a key advisor to these partners.

Operations Impact: The primary impact is on the effectiveness and efficiency of digital product development. By ensuring products are user-centered, the Senior UX Researcher helps to reduce development waste, improve user adoption rates, increase client satisfaction, and ultimately drive business goals related to digital engagement and revenue. Their insights directly inform product strategy and operational deployment.

Growth Opportunities:

• Specialization: Deepen expertise in specific research areas (e.g., AI/ML user experience, financial behavior research, accessibility research) or product domains (e.g., mobile app optimization, web platform enhancements).

• Leadership: Transition into a UX Research Lead or Manager role, overseeing a team of researchers, managing research operations, and setting strategic research direction for larger product portfolios.

• Cross-functional Advancement: Move into Product Management or UX Design leadership roles, leveraging a deep understanding of user needs and product development processes.

• Mentorship: Guide and mentor junior UX researchers, contributing to the growth of the broader UX discipline within H&R Block.

📝 Enhancement Note: The "Senior" title implies a significant level of responsibility beyond just executing research tasks. It involves strategic input into product roadmaps and research operations. The growth opportunities highlight a clear career path within UX research and potentially into broader product or management roles, emphasizing the strategic operational value of this position.

🌐 Work Environment

Office Type: Fully Remote. This offers maximum flexibility for associates to manage their work-life balance and eliminates geographical constraints.

Office Location(s): While the role is remote, the mention of "OH" (Ohio) in the location details suggests a potential anchor state for administrative or tax purposes, or it may simply be a placeholder for a state where remote employees are eligible to work. The company is headquartered in Kansas City, MO, but this remote role allows for broader talent acquisition.

Workspace Context:

• Associates are expected to have a dedicated, distraction-free home office environment conducive to conducting user interviews and focused work.

• Access to reliable high-speed internet and necessary technology (computer, webcam, microphone) is essential for effective remote collaboration and research execution.

• The company likely provides access to collaborative tools and platforms (e.g., Slack, Microsoft Teams, Zoom) to facilitate seamless communication and teamwork with colleagues across different locations.

Work Schedule: The role follows standard full-time working hours (approximately 40 hours per week), with the flexibility inherent in remote work. This allows for better management of research participant availability, which often requires scheduling outside of typical 9-to-5 business hours.

📝 Enhancement Note: The fully remote nature of this role is a significant aspect of the work environment, requiring strong self-discipline and communication skills. The operational implication is the need for robust digital collaboration tools and processes to maintain team cohesion and research continuity.

📄 Application & Portfolio Review Process

Interview Process:

• Initial Screening: A recruiter or hiring manager will review applications and resumes, focusing on experience with qualitative/quantitative research methods and relevant tools.

• Hiring Manager Interview: A discussion to assess your research philosophy, experience in relevant methodologies, and understanding of user-centered design principles. Be prepared to discuss your approach to research planning and stakeholder communication.

• Portfolio Presentation & Deep Dive: A critical stage where you will present 2-3 key projects from your portfolio. Expect detailed questions about your research process, how you synthesized findings, the impact of your recommendations, and how you handled challenges. This is where your operational thinking regarding research impact will be evaluated.

• Cross-functional Interview(s): Interviews with potential collaborators, such as Product Managers, UX Designers, or Engineers, to assess your ability to work effectively within a team, communicate research insights clearly, and ensure research is actionable.

• Final Interview/Offer: A final discussion to confirm fit and extend an offer.

Portfolio Review Tips:

• Structure Your Case Studies: For each project, clearly outline: Problem/Opportunity, Your Role, Research Questions, Methodology, Participants, Process (how you conducted research), Key Findings, Recommendations, and Impact (quantified if possible).

• Highlight Operational Impact: Emphasize how your research directly informed product decisions, improved user workflows, increased conversion rates, or reduced user friction. Use metrics where possible to demonstrate ROI.

• Showcase Methodological Breadth: Include examples that demonstrate your command of various qualitative and quantitative methods, and explain why you chose specific methods for specific problems.

• Demonstrate Collaboration: Talk about how you partnered with product managers, designers, and engineers. Show examples of how you integrated research into their workflows.

• Be Prepared for "Why": Anticipate questions about your choices – why you selected certain methods, how you handled conflicting data, or how you managed stakeholder expectations.

Challenge Preparation:

• You may be given a short research challenge or asked to critique an existing product's user experience and propose research to validate your hypotheses.

• Practice articulating your thought process for identifying research needs and formulating research questions for a given product or feature.

• Be ready to discuss how you would operationalize a research plan, including recruitment, scheduling, and analysis timelines.

📝 Enhancement Note: The portfolio review is central to this role. Candidates should prepare to demonstrate not just research skills, but the ability to translate research into actionable product improvements and to integrate research seamlessly into the product development operations. The emphasis on impact and collaboration suggests that H&R Block values researchers who can drive tangible business outcomes.

🛠 Tools & Technology Stack

Primary Tools:

• UserTesting.com: Essential for conducting moderated and unmoderated usability tests and user interviews at scale. Proficiency in setting up studies, recruiting participants, and analyzing results is key.

• Medallia / Qualtrics: Platforms likely used for broader customer feedback collection, survey design, and sentiment analysis, requiring experience in survey methodology and data interpretation.

• Morae: A usability testing software that can be used for capturing screen activity, participant behavior, and note-taking during moderated sessions.

• Collaboration Tools: Proficiency with tools like Slack, Microsoft Teams, Zoom, and Google Workspace for communication, virtual meetings, and document sharing.

Analytics & Reporting:

• Product Analytics Tools (e.g., Google Analytics, Adobe Analytics, Pendo): While not a primary research tool, understanding how to interpret product usage data is crucial for identifying areas for research and validating findings.

• Data Visualization Tools (e.g., Tableau, Power BI): Ability to create clear and compelling visualizations to communicate research findings and their impact.

• Spreadsheet Software (e.g., Microsoft Excel, Google Sheets): For data manipulation, basic analysis, and tracking research metrics.

CRM & Automation:

• CRM Systems (e.g., Salesforce): Understanding how user data is managed within a CRM can provide context for research and inform participant recruitment.

• Survey Tools: Beyond Medallia/Qualtrics, familiarity with other survey platforms for specific research needs.

📝 Enhancement Note: This role requires hands-on experience with industry-standard UX research platforms. The ability to not only use these tools but to strategically apply them to answer critical product questions and integrate findings into business operations is paramount. Familiarity with analytics tools is also important for a holistic understanding of user behavior.

👥 Team Culture & Values

Operations Values:

• Client-Centricity: A deep commitment to understanding and serving the needs of H&R Block's diverse client base, ensuring that all digital products are accessible, intuitive, and build confidence.

• Data-Driven Decision Making: Valuing research insights and quantitative data as foundational elements for strategic product planning and iterative improvements.

• Collaboration and Partnership: Fostering strong working relationships with Product Management, Design, Engineering, and other stakeholders to ensure research is integrated seamlessly into the product development lifecycle.

• Continuous Learning and Innovation: Embracing new research methodologies, tools, and technologies to stay at the forefront of UX research and contribute to H&R Block's digital transformation.

• Integrity and Trust: Upholding the highest standards of ethical research practices and ensuring the privacy and confidentiality of participant data, mirroring the trust H&R Block has with its clients.

Collaboration Style:

• Proactive and Integrated: Researchers are expected to be embedded within product teams, actively participating in planning sessions and contributing insights early and often.

• Transparent and Communicative: Regularly sharing findings, progress, and challenges with stakeholders through various channels (meetings, documentation, presentations).

• Constructive and Empathetic: Providing feedback and insights in a way that is supportive of team goals while clearly advocating for the user's perspective.

• Knowledge Sharing: Actively contributing to internal knowledge bases and fostering a culture where research learnings are accessible and utilized across the organization.

📝 Enhancement Note: The emphasis on client-centricity and data-driven decision-making aligns with operational best practices in product development. The collaborative style highlights the need for researchers to be effective communicators and integrators within the broader product operations framework.

⚡ Challenges & Growth Opportunities

Challenges:

• Balancing Research Demands: Managing research requests from multiple product teams simultaneously, requiring strong prioritization and time management skills to ensure quality and timeliness.

• Navigating Complex Financial Products: Understanding and researching the intricacies of tax laws and financial products to effectively translate user needs into practical solutions.

• Integrating Research into Agile Workflows: Ensuring research findings are delivered and acted upon effectively within fast-paced, agile development cycles.

• Demonstrating ROI: Clearly articulating the business value and return on investment of UX research efforts to stakeholders.

Learning & Development Opportunities:

• Advanced Methodologies: Opportunities to explore and implement more sophisticated research techniques, such as longitudinal studies, advanced ethnography, or generative AI research.

• Industry Conferences & Training: Support for attending leading UX research conferences (e.g., CHI, UXR Conference) and pursuing relevant certifications.

• Cross-Functional Skill Development: Gaining deeper insights into product management, design strategy, and engineering processes through close collaboration.

• Mentorship Programs: Access to senior leadership or experienced peers for guidance on career progression and skill development within UX research and operations.

📝 Enhancement Note: The challenges presented are typical for senior roles in dynamic product environments and offer clear opportunities for skill development. The growth opportunities emphasize continuous learning and career advancement, crucial for retaining top talent in specialized operations roles.

💡 Interview Preparation

Strategy Questions:

• "Describe a time you had to prioritize research requests from multiple stakeholders with competing needs. How did you decide what to focus on, and how did you manage expectations?" (Assesses prioritization and operational planning skills.)

• "Walk us through a research project where your insights led to a significant change in product strategy or design. What was the problem, your approach, the key findings, and the measurable impact?" (Evaluates ability to drive impact and articulate research value.)

• "How do you ensure your research findings are actionable and effectively communicated to design, product, and engineering teams?" (Focuses on collaboration and translating insights into operational changes.) Company & Culture Questions:

• "What interests you about H&R Block and our mission to empower financial freedom?" (Assesses alignment with company values and understanding of the industry.)

• "How do you approach understanding the unique needs of diverse customer segments, especially those who may be less digitally native or familiar with financial tools?" (Tests empathy and ability to research broad user bases.)

• "Based on your understanding, what do you see as the biggest UX challenges or opportunities for a company like H&R Block in the current digital landscape?" (Gauges strategic thinking and industry awareness.) Portfolio Presentation Strategy:

• Start with the 'Why': Clearly articulate the business problem or user need that initiated the research.

• Showcase Your Process: Detail the methodologies you chose and why they were appropriate for the problem. Be ready to defend your choices.

• Highlight Key Findings Visually: Use compelling visuals (quotes, charts, images) to illustrate your core insights.

• Emphasize Actionable Recommendations: Clearly state what should be done based on your findings.

• Quantify Impact: Whenever possible, demonstrate the positive outcomes of your research (e.g., increased conversion, reduced errors, improved satisfaction scores). If direct metrics aren't available, explain the intended operational benefits.

• Tell a Story: Structure your presentation as a narrative that guides the interviewer through your journey of discovery and its impact.

📝 Enhancement Note: Interview preparation should focus on demonstrating strategic thinking, operational impact, and collaborative skills, in addition to core research expertise. Candidates should be ready to articulate how their research efforts contribute to the efficient and effective development of H&R Block's digital products.

📌 Application Steps

To apply for this Senior UX Researcher position:

• Submit your application through the H&R Block careers portal link provided.

• Portfolio Customization: Curate your portfolio to highlight projects most relevant to financial services, digital product development, and complex user needs. Ensure case studies clearly demonstrate your process, insights, and measurable impact, showcasing your ability to drive operational improvements in product design.

• Resume Optimization: Tailor your resume to emphasize keywords related to UX research methodologies, tools (UserTesting.com, Qualtrics), design thinking, quantitative analysis, and stakeholder management. Quantify achievements whenever possible to demonstrate your operational contributions.

• Interview Preparation: Practice articulating your research process, findings, and impact using the STAR method. Prepare specific examples that showcase your problem-solving skills, collaboration abilities, and how you've influenced product decisions. Rehearse your portfolio presentation to be concise, compelling, and focused on actionable outcomes.

• Company Research: Familiarize yourself with H&R Block's "Block Next" strategy, their digital offerings, and their commitment to client empowerment. Understand their target audience and the competitive landscape in financial technology. Consider how UX research supports their operational goals of efficiency, client satisfaction, and digital innovation.

⚠️ 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.

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