Sr UX researcher

📍 Job Overview

Job Title: Sr UX Researcher

Company: AAA Mountain West Group

Location: Walnut Creek, CA, United States

Job Type: Full time

Category: User Experience Research & Design Operations

Date Posted: 2026-09-14

Experience Level: 5-10 Years

Remote Status: Hybrid (3 days in office)

🚀 Role Summary

• Drive strategic recommendations and customer experience optimization through in-depth analysis of member feedback and behavioral analytics.

• Conduct generative user experience research, including ethnographic studies and usability testing, to identify critical gaps and opportunities within the customer journey.

• Develop and maintain foundational UX artifacts such as user personas, journey maps, and service blueprints to foster a shared understanding of user needs.

• Advocate for a human-centered design approach and influence product direction by collaborating with cross-functional teams and presenting actionable insights.

📝 Enhancement Note: This role is positioned as a Senior UX Researcher, indicating a need for significant independent contribution, strategic thinking, and the ability to mentor or guide others. The emphasis on synthesizing diverse data sources (member feedback, competitive analysis, product demos, industry experts) and translating them into actionable strategies suggests a high level of analytical and problem-solving capability. The hybrid work model with specific in-office days signifies a need for strong in-person collaboration and communication skills.

📈 Primary Responsibilities

• Analyze real-world usage data and behavioral analytics to inform customer experience optimization strategies and identify key areas for improvement.

• Conduct generative user experience research, including ethnographic studies, user interviews, and usability testing, to uncover user pain points and opportunities for enhanced engagement and satisfaction.

• Synthesize qualitative and quantitative data from various sources to produce actionable insights and strategic recommendations for product and service enhancements.

• Develop and maintain comprehensive user personas, detailed journey maps, and effective service blueprints to clearly articulate user needs and touchpoints.

• Create compelling documentation and presentations that effectively communicate research findings, insights, and strategic recommendations to stakeholders across diverse teams.

• Collaborate closely with cross-functional teams, including product managers, designers, and business lines, to influence product direction and strategy based on research outcomes.

• Facilitate workshops, design sprints, and stakeholder meetings, skillfully incorporating feedback and aligning teams around research-generated insights.

• Advocate for a human-centered design approach throughout the organization, fostering a culture of empathy and a deep understanding of customer needs.

• Stay informed about marketplace trends, competitor dynamics, and evolving customer feedback, translating these insights into actionable business recommendations.

📝 Enhancement Note: The responsibilities highlight a blend of hands-on research execution and strategic influence. The emphasis on "synthesizing data," "strategic recommendations," and "influencing product direction" points to a role that requires not just data collection but also interpretation and the ability to drive change. The requirement to facilitate workshops and stakeholder meetings indicates strong leadership and communication skills are paramount, beyond just research execution.

🎓 Skills & Qualifications

Education:

• Minimum Qualification: Bachelor’s degree or equivalent combination of education and experience.

• Preferred Qualifications: Advanced degree in a relevant field such as Human-Computer Interaction, Psychology, Anthropology, or Design. Experience:

• Minimum Qualification: 8 years of experience in user experience research.

• Preferred Qualifications: 3+ years of consulting or agency experience. Required Skills:

• Proficiency in user-centered design principles, design thinking practices, and a wide range of research methodologies (qualitative and quantitative).

• Demonstrated ability to influence decisions through innovative research approaches and data-driven storytelling.

• Strong balance of analytical thinking and empathy, using both data and narrative to drive actionable insights.

• Comfort working in dynamic environments, managing ambiguity, and adapting project scopes as needed.

• Effective communicator who builds collaborative relationships across diverse teams, including technical and business stakeholders.

• Skilled in research tools and technologies, with familiarity in Figma or similar design tools for understanding design outputs.

• Knowledge of Agile principles and methodologies, supporting iterative product development cycles.

• Expertise in designing and executing research studies, with a strong grasp of qualitative and quantitative analysis.

• Exceptional storytelling and presentation skills, with a talent for making insights engaging and actionable.

• Deep curiosity about user behavior, motivations, and expectations.

• Adept at solving complex challenges with innovative, user-focused solutions.

• Strong commercial acumen and pragmatic problem-solving skills.

• Strong communication and facilitation skills across all organizational levels. Preferred Skills:

• Certifications in UX research or design-related methodologies (e.g., NN/g, UXPA, or equivalent).

📝 Enhancement Note: The required experience level (8+ years) and preferred agency/consulting background suggest that candidates are expected to bring a high degree of autonomy, strategic thinking, and proven experience in driving significant research initiatives. The emphasis on "influencing decisions," "data-driven storytelling," and "commercial acumen" indicates that this role is not just about conducting research but also about demonstrating its business value and impact.

📊 Process & Systems Portfolio Requirements

Portfolio Essentials:

• Showcase a diverse range of UX research projects, demonstrating proficiency in various methodologies (e.g., usability testing, interviews, ethnographic studies).

• Provide clear examples of how research findings were translated into actionable insights and directly influenced product strategy or design decisions.

• Include case studies that highlight the process of synthesizing complex qualitative and quantitative data into clear, compelling narratives.

• Demonstrate experience in developing and presenting foundational UX artifacts such as user personas, journey maps, and service blueprints.

• Highlight instances where research contributed to measurable improvements in user satisfaction, engagement, or business outcomes. Process Documentation:

• Document the end-to-end research process for at least one significant project, from research design and planning through data analysis and reporting.

• Illustrate how research insights were integrated into an iterative product development lifecycle, including collaboration with design and product teams.

• Provide examples of how research findings were communicated effectively to diverse stakeholders, including executive leadership.

📝 Enhancement Note: For a Senior UX Researcher role, a portfolio is crucial for demonstrating practical application of research skills and strategic impact. The emphasis should be on the process and outcomes of the research, not just the final deliverables. Candidates should be prepared to walk through their decision-making process, how they navigated challenges, and the tangible results their research achieved.

💵 Compensation & Benefits

Salary Range:

• Minimum: $132,465.00 per year

• Midpoint: $165,580.00 per year

Explanation of Range: This range is based on the provided compensation data, reflecting a Senior UX Researcher position in the Walnut Creek, CA area. The company aims to offer compensation between the minimum and midpoint, subject to a fair pay analysis. This approach ensures competitive compensation aligned with experience, skills, and regional market standards for specialized operations roles.

Benefits:

• Great Pay: Opportunity to participate in AAA discretionary annual incentive plan or other incentive plans depending upon position.

• 401k Matching: $1 for $1 company match up to 6% of eligible earnings per pay period.

• Comprehensive Health Coverage: Medical, Dental, and Vision insurance.

• Wellness Program: Support for employee well-being.

• Paid Holidays: Company-recognized holidays.

• Paid Time Off: Accrued monthly, with an additional 24 hours per year earmarked for volunteer activities (position dependent).

• Collaborative Environment: AAA values contributions to exceptional member service.

• Free AAA Classic Membership: For employees.

• AAA Product Discounts: Access to various AAA products and services.

• Tuition Reimbursement Program: Support for continued education and professional development. Working Hours:

• Full-time position, typically around 40 hours per week. The hybrid arrangement requires 3 days per week in the Walnut Creek, CA office, allowing for flexibility on the remaining workdays.

📝 Enhancement Note: The salary range provided is specific and indicates a target compensation strategy. The benefits package is comprehensive, covering health, retirement, time off, and unique employee perks like AAA membership and discounts, which are valuable for professionals seeking a stable and supportive work environment. The hybrid model with specified office days is a key aspect of the working hours.

🎯 Team & Company Context

🏢 Company Culture

Industry: Insurance, Automotive Services, Travel, and Member Services. AAA Mountain West Group operates within a highly competitive service-oriented industry, where customer loyalty and satisfaction are paramount. This context means that UX research plays a critical role in understanding and meeting member needs across a diverse portfolio of offerings.

Company Size: AAA Mountain West Group is part of the larger AAA organization, suggesting a substantial employee base and a well-established operational structure. This size implies opportunities for impact within a large, complex organization, but also a need for clear processes and effective cross-functional collaboration to navigate.

Founded: AAA was founded in 1902, with AAA Mountain West Group being a regional entity. This long history signifies stability, a deep understanding of its member base, and a commitment to long-term service. For operations roles, this means working within established frameworks while also contributing to modernizing member experiences.

Team Structure:

• The UX Research team likely operates within a broader Product, Design, or Digital Transformation department.

• Reporting structure will likely involve a Director or VP of Product/Design, with the Senior UX Researcher leading individual projects or research streams.

• Expect close collaboration with Product Managers, UX Designers, Data Analysts, Engineers, and business line stakeholders. The hybrid model emphasizes the importance of scheduled, in-person collaboration sessions. Methodology:

• Data Analysis: Heavy reliance on analyzing member feedback, behavioral analytics, and competitive intelligence to identify trends and opportunities.

• Workflow Planning & Optimization: Focus on streamlining the customer journey and improving internal processes that impact member experience.

• Automation & Efficiency: While not directly an automation role, the research findings will likely inform strategies for automating processes or improving digital self-service capabilities.

Company Website: https://mwg.aaa.com/

📝 Enhancement Note: The company's long history and broad service offerings mean that UX research has a significant impact on a wide range of member touchpoints. The Senior UX Researcher will need to understand the nuances of different AAA products (insurance, auto, travel) and how members interact with them across various channels. The "True North vision of creating Members for life" underscores the importance of a deeply empathetic and customer-centric approach in this role.

📈 Career & Growth Analysis

Operations Career Level: This is a Senior-level individual contributor role, signifying a high degree of autonomy and responsibility. It's a crucial position for driving strategic UX initiatives and influencing product development through research. The role requires not just execution but also the ability to define research strategies, mentor junior researchers (if applicable), and act as a thought leader in user-centered design.

Reporting Structure: The Senior UX Researcher will likely report to a UX Manager, Director of Product, or Head of Design. They will work closely with Product Managers and UX Designers on specific product initiatives. The hybrid model means that regular structured check-ins and ad-hoc collaborations will occur both in-person and remotely.

Operations Impact: The impact of this role is directly tied to enhancing the Member Experience. By providing actionable insights into user behavior and pain points, the Senior UX Researcher will influence product roadmaps, improve user satisfaction, increase member retention, and potentially drive adoption of new products or services. This role is critical for ensuring AAA's offerings remain competitive and aligned with evolving member expectations.

Growth Opportunities:

• Leadership in Research Strategy: Opportunity to define and refine the UX research roadmap and methodologies for AAA Mountain West Group.

• Mentorship: Potential to mentor junior UX researchers or designers, guiding their research practices.

• Cross-functional Leadership: Increased influence on product strategy and cross-departmental initiatives.

• Specialization: Deepen expertise in specific areas of UX research (e.g., generative research, behavioral analytics, service design).

• Transition to Management: Potential pathway to a UX Research Manager or similar leadership role over time.

📝 Enhancement Note: The "Senior" title implies significant career progression has already occurred. Growth opportunities will likely focus on increasing strategic influence, leadership within the research function, and potentially moving into management. The role is positioned to be a key driver of member-centric innovation within AAA.

🌐 Work Environment

Office Type: The role is hybrid, requiring 3 days per week in the Walnut Creek, CA office. This suggests a professional office environment designed for collaboration, with dedicated workspaces and meeting areas. The remaining workdays offer remote flexibility.

Office Location(s): Walnut Creek, CA. This is a significant office location for AAA Mountain West Group, likely housing various departments critical for cross-functional collaboration.

Workspace Context:

• Collaborative Environment: The office setting is designed to foster interaction with product managers, designers, and other team members, facilitating spontaneous discussions and planned collaborative sessions.

• Operations Tools & Technology: Access to standard office technology, collaboration platforms, and potentially specialized UX research tools (e.g., testing platforms, analytics software).

• Team Interaction: Opportunities for direct engagement with colleagues, team meetings, and informal knowledge sharing during in-office days.

Work Schedule: A standard full-time work schedule (approx. 40 hours/week) is expected. The hybrid nature allows for some flexibility in structuring the work week, balancing in-office collaboration with remote work, which can be beneficial for deep-focus research tasks.

📝 Enhancement Note: The hybrid model is a key feature of the work environment. Candidates should be prepared for a structured approach to in-office days, likely involving scheduled meetings, workshops, and collaborative sprints. The company's emphasis on a "Collaborative Environment" suggests that in-person interaction is highly valued for driving innovation and alignment.

📄 Application & Portfolio Review Process

Interview Process:

• Initial Screening: A recruiter or hiring manager will review applications and resumes, focusing on experience and alignment with core requirements.

• Hiring Manager Interview: A discussion with the hiring manager to delve into experience, research philosophy, and fit with team dynamics. Expect questions about past projects and strategic thinking.

• Portfolio Presentation & Case Study: A critical stage where candidates present their portfolio, showcasing 2-3 key projects. This will likely involve detailing research methodologies, insights, impact, and how they navigated challenges. Be prepared for a hypothetical scenario or problem to solve.

• Cross-functional Interviews: Interviews with key collaborators, such as Product Managers, UX Designers, or business leads, to assess collaboration skills, communication style, and ability to integrate research into product development.

• Final Interview: Potentially with a senior leader (e.g., VP of Product/Design) for final assessment of strategic fit and leadership potential.

Portfolio Review Tips:

• Curate Strategically: Select projects that best showcase your senior-level experience, strategic impact, and diverse skill set. Prioritize projects with clear business outcomes.

• Tell a Story: For each project, clearly articulate the problem, your approach (methodologies, tools), key insights, the impact of your work, and lessons learned. Use a clear, concise narrative structure.

• Quantify Impact: Whenever possible, present metrics demonstrating the positive outcomes of your research (e.g., increased conversion rates, improved satisfaction scores, reduced support tickets).

• Showcase Process: Detail your research process, including how you planned, executed, analyzed, and communicated findings. Highlight your ability to adapt to changing project needs.

• Prepare for Questions: Anticipate questions about your decision-making process, how you handle difficult stakeholders, and how you measure research success.

Challenge Preparation:

• Understand AAA's Business: Research AAA's services (insurance, auto, travel, membership) and their target audience. Consider potential UX challenges for these offerings.

• Practice Presentation Skills: Rehearse your portfolio presentation to ensure clarity, conciseness, and confidence. Time yourself to stay within allocated limits.

• Prepare for Behavioral Questions: Think about examples that demonstrate your leadership, problem-solving abilities, and collaboration skills, aligning with the company's values.

📝 Enhancement Note: The portfolio presentation is likely the most crucial part of the interview process for this role. Candidates should focus on demonstrating not just research execution but also strategic thinking, business acumen, and the ability to translate complex data into compelling, actionable recommendations that drive business value.

🛠 Tools & Technology Stack

Primary Tools:

• UX Research Platforms: Tools for conducting remote usability testing, surveys, and interviews (e.g., UserTesting.com, Lookback, Maze, SurveyMonkey, Qualtrics).

• Data Analysis Tools: Software for analyzing qualitative and quantitative data (e.g., Dovetail, NVivo, Excel, specialized analytics platforms).

• Prototyping & Design Tools: Familiarity with tools like Figma, Sketch, or Adobe XD is crucial for understanding design outputs and collaborating with designers, even if not directly used for design.

• Collaboration Tools: Platforms for remote and in-office collaboration, such as Slack, Microsoft Teams, Zoom, and potentially project management tools like Jira or Asana.

Analytics & Reporting:

• Web Analytics: Experience with tools like Google Analytics or Adobe Analytics to understand user behavior on digital platforms.

• BI Tools: Familiarity with business intelligence platforms (e.g., Tableau, Power BI) for data visualization and dashboard creation, especially for reporting research impact.

• CRM Data: Understanding how to leverage CRM data (e.g., Salesforce, though not explicitly mentioned) for user segmentation and understanding member interactions.

CRM & Automation:

• While not a primary focus of the role, understanding how UX research findings can inform CRM strategies or identify opportunities for automation in member service processes is beneficial.

📝 Enhancement Note: Proficiency in a range of UX research tools is expected. The ability to integrate research findings with analytics platforms and potentially CRM data will be a significant advantage, demonstrating a holistic understanding of the member journey and business impact. Figma is specifically mentioned, highlighting its importance in the design workflow.

👥 Team Culture & Values

Operations Values:

• Member-Centricity: A deep commitment to understanding and serving AAA members, ensuring their needs are at the forefront of all product and service decisions. This translates to a focus on empathy and advocacy for the user.

• Collaboration: Working effectively across diverse teams (Product, Design, Engineering, Marketing, Business Lines) to achieve shared goals and foster a cohesive approach to member experience.

• Data-Driven Decision Making: Utilizing research insights and analytics to inform strategic decisions, rather than relying solely on intuition. This promotes objectivity and measurable outcomes.

• Continuous Improvement: A mindset of always seeking ways to enhance processes, products, and member experiences through ongoing research and feedback loops.

• Integrity & Trust: Upholding high ethical standards in research practices and in all interactions, reflecting AAA's long-standing reputation.

Collaboration Style:

• Cross-functional Integration: Actively engaging with various departments to ensure research findings are understood and integrated into their respective workflows.

• Facilitative Leadership: Leading workshops and meetings with a focus on open dialogue, inclusive decision-making, and consensus-building.

• Knowledge Sharing: Proactively sharing research insights and best practices to empower other teams and foster a culture of user understanding.

📝 Enhancement Note: The company's emphasis on "amazing service" and "Members for life" points to a culture deeply rooted in customer advocacy and long-term relationship building. The UX Researcher will be expected to embody these values through their work, championing the member perspective in strategic discussions.

⚡ Challenges & Growth Opportunities

Challenges:

• Balancing Research Needs with Business Urgency: Effectively managing competing priorities and tight deadlines common in product development cycles while ensuring rigorous research standards.

• Influencing Stakeholders: Navigating organizational dynamics and differing perspectives to ensure research insights are heard, understood, and acted upon by key decision-makers.

• Synthesizing Diverse Data: Integrating insights from various sources (surveys, interviews, analytics, competitive analysis) into a cohesive and actionable strategy.

• Adapting to Evolving Member Needs: Staying ahead of changing consumer behaviors and technological trends to ensure AAA's offerings remain relevant and competitive.

Learning & Development Opportunities:

• Advanced Research Techniques: Opportunities to explore and implement cutting-edge UX research methodologies.

• Cross-Functional Project Exposure: Gaining broader business understanding by working on diverse product initiatives across different AAA service areas.

• Leadership Development: Opportunities to lead research strategy, mentor junior team members, and present to executive audiences.

• Industry Conferences & Training: Potential for participation in leading UX research conferences and professional development courses to stay current with industry best practices.

📝 Enhancement Note: This role presents an excellent opportunity for a seasoned UX Researcher to make a significant impact within a well-established organization. The challenges are typical of senior roles in dynamic environments, offering ample scope for professional growth and skill development.

💡 Interview Preparation

Strategy Questions:

• "Describe a time you had to influence a senior stakeholder who was resistant to your research findings. How did you approach it, and what was the outcome?" (Focus on data-driven storytelling, empathy, and stakeholder management.)

• "Walk us through your process for designing and executing a complex UX research study from scratch. What factors do you consider, and how do you ensure rigor?" (Highlight your methodology, planning, and analytical skills.)

• "How do you balance the need for comprehensive research with the demands of agile product development timelines?" (Demonstrate your ability to adapt and prioritize research efforts.) Company & Culture Questions:

• "Based on your understanding of AAA's services and member base, what do you see as the biggest UX challenges or opportunities for AAA Mountain West Group?" (Showcase your research into the company and your strategic thinking.)

• "How do you foster a user-centered mindset within non-design teams?" (Illustrate your advocacy for UX and collaboration skills.)

• "Describe your experience working in a hybrid environment. How do you ensure effective collaboration and communication with your team?" (Address the specific work arrangement.) Portfolio Presentation Strategy:

• Structure for Impact: For each case study, use a clear framework: Problem/Opportunity -> Your Role & Research Questions -> Methodology -> Key Findings -> Recommendations -> Impact/Outcome -> Lessons Learned.

• Visual Storytelling: Use visuals (screenshots, diagrams, persona snippets, journey map excerpts) to illustrate your points and make the presentation engaging. Avoid overwhelming slides with text.

• Quantify Outcomes: Be ready to discuss metrics and ROI. If exact numbers aren't available, discuss the intended or expected impact and how it would be measured.

• Be Prepared for Deep Dives: Anticipate detailed questions about your decision-making process, challenges encountered, and alternative approaches you considered.

📝 Enhancement Note: Interviewers will be looking for a strategic thinker who can not only conduct research but also translate it into tangible business value. Strong communication, persuasive storytelling, and a deep understanding of how UX research impacts business outcomes are key.

📌 Application Steps

To apply for this Sr UX Researcher position:

• Submit your application through the provided Workday link: https://ncnu.wd1.myworkdayjobs.com/AAA_NCNU_Careers/job/Walnut-Creek-CA/Sr-UX-researcher_J141489

• Tailor Your Resume: Highlight your 8+ years of UX research experience, specific methodologies used, and quantifiable achievements in influencing product strategy or improving user experience. Ensure keywords from the job description are present.

• Curate Your Portfolio: Select 2-3 of your most impactful projects that demonstrate senior-level strategic thinking, diverse research skills, and measurable business results. Prepare to present these clearly and concisely.

• Research AAA Mountain West Group: Understand their services, target audience, and recent initiatives. Consider how UX research can contribute to their goals in insurance, auto, and travel sectors.

• Prepare for Behavioral & Case Questions: Practice answering questions about your experience, problem-solving approach, and how you drive user advocacy within organizations. Be ready to discuss hypothetical scenarios relevant to AAA's business.

⚠️ 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.