Sr. UX Researcher

📍 Job Overview

Job Title: Sr. UX Researcher

Company: Rakuten Rewards

Location: San Francisco, California, United States / New York, New York, United States

Job Type: FULL_TIME

Category: User Experience Research / Product Design Operations

Date Posted: 2026-06-02

Experience Level: 5-10 Years

Remote Status: On-site

🚀 Role Summary

• Lead comprehensive UX research initiatives from problem framing through synthesis and recommendation, directly impacting product strategy and decision-making for acquisition, conversion, and engagement.

• Translate ambiguous business questions into structured, actionable research plans that align with overarching product goals and business objectives.

• Execute a variety of qualitative and quantitative research methodologies across the entire product lifecycle, including discovery, evaluation, and optimization phases.

• Synthesize complex research findings, analytics data, and market signals into clear, concise, and actionable product insights for cross-functional teams.

• Deliver evidence-based recommendations that effectively inform product direction, mitigate risks, and guide strategic tradeoffs with speed and rigor.

📝 Enhancement Note: While the title is "Sr. UX Researcher," the responsibilities and requirements strongly suggest a role that bridges UX Research with Product Operations by influencing strategy and decision-making. This role requires not just research execution but also the ability to operationalize insights into product roadmaps and cross-functional alignment, a key aspect of GTM and product operations.

📈 Primary Responsibilities

• Independently lead UX research end-to-end, from initial problem definition and hypothesis generation through robust study design, execution, synthesis, and final recommendation delivery.

• Translate vague business inquiries and strategic challenges into well-defined research plans, ensuring alignment with key product metrics and user experience objectives.

• Design and execute a diverse range of qualitative (e.g., user interviews, usability testing, diary studies) and quantitative (e.g., surveys, A/B testing analysis, card sorting) research studies to gather actionable user insights.

• Synthesize findings from primary research, secondary data, product analytics (e.g., Tableau), and market intelligence to build a holistic understanding of user behavior and business opportunities.

• Present well-supported, evidence-based recommendations clearly and confidently to senior leadership and cross-functional teams, influencing product direction, identifying potential risks, and framing critical tradeoffs.

• Cultivate and maintain strong, collaborative partnerships with Product Management, Design, Engineering, and Marketing teams to ensure research insights are integrated seamlessly into the product development lifecycle.

• Drive product prioritization and roadmap decisions by leveraging compelling, research-backed storytelling and data-driven arguments to advocate for user needs.

• Actively contribute to establishing and improving research standards, best practices, and overall research literacy across the organization to foster a more user-centric culture.

📝 Enhancement Note: The responsibilities emphasize a strategic influencing role, going beyond traditional UX research by requiring deep collaboration with Product and Marketing. This suggests the need for skills in translating research into business impact and driving cross-functional alignment, characteristic of senior roles in product operations or GTM strategy.

🎓 Skills & Qualifications

Education: Bachelor's Degree Required. Advanced degrees in Human-Computer Interaction, Psychology, Sociology, Anthropology, Computer Science, or related fields are often beneficial for deepening research methodologies.

Experience: 5-7 years of direct UX research experience within consumer-focused technology companies, with a strong preference for experience in e-commerce or consumer product environments.

Required Skills:

• UX Research Expertise: Demonstrated mastery of a wide array of qualitative and quantitative research methodologies, including user interviews, usability testing, surveys, field studies, card sorting, and heuristic evaluations.

• Problem Framing & Research Design: Proven ability to translate ambiguous business challenges into focused, researchable questions and design rigorous study plans to address them effectively.

• Synthesis & Insight Generation: Exceptional skills in analyzing and synthesizing complex qualitative and quantitative data to identify core user needs, pain points, and opportunities, translating raw data into actionable insights.

• Cross-Functional Collaboration & Influence: Proven track record of building strong working relationships and influencing product strategy, roadmap decisions, and prioritization without direct authority across Product, Design, Engineering, and Marketing teams.

• Communication & Storytelling: Excellent verbal and written communication skills, with a talent for crafting compelling narratives and presenting research findings clearly and persuasively to diverse audiences, including senior stakeholders.

• Agile & Ambiguity Navigation: Ability to operate effectively and maintain high standards of rigor and speed in fast-paced, ambiguous, and evolving environments.

• Independent Execution: Demonstrated capacity to independently scope, plan, execute, and manage multiple research initiatives from start to finish.

Preferred Skills:

• E-commerce/Consumer Product Experience: Direct experience researching and developing products in the e-commerce, retail, or consumer-facing technology sectors.

• Market & Competitive Analysis: Experience conducting comprehensive market research, competitive analysis, and landscape assessments to inform product strategy and identify differentiation opportunities.

• Analytics & Data Visualization Tools: Familiarity with data analytics platforms and visualization tools such as Tableau, enabling the integration of quantitative data with qualitative findings.

📝 Enhancement Note: The requirements emphasize not just research execution but also strategic influence and business acumen. Candidates should highlight instances where their research directly led to significant product improvements, strategic shifts, or measurable business outcomes. The "strongly preferred" skills in market research and analytics tools are crucial for demonstrating a broader understanding of the product ecosystem, which is highly valued in operations-focused roles.

📊 Process & Systems Portfolio Requirements

Portfolio Essentials:

• Case Study Depth: Showcase 3-5 in-depth case studies demonstrating end-to-end UX research projects, detailing the problem, research questions, methodology, execution, synthesis, and impact.

• Methodological Diversity: Clearly illustrate proficiency in a range of qualitative and quantitative methods, explaining the rationale for choosing specific approaches for different project phases (discovery, evaluation, optimization).

• Impact & ROI: Quantify the impact of your research whenever possible, using metrics such as improved conversion rates, increased user satisfaction scores (e.g., NPS, CSAT), reduced task completion times, or identified cost savings.

• Cross-Functional Collaboration Evidence: Highlight instances where your research findings influenced product strategy, roadmap decisions, or design iterations, demonstrating your ability to collaborate and influence stakeholders.

• Deliverable Examples: Include examples of key deliverables such as research reports, personas, journey maps, usability test findings, and actionable recommendations presented to stakeholders.

Process Documentation:

• Workflow Design & Optimization: Illustrate how you have mapped and optimized user workflows or internal operational processes based on research insights to enhance efficiency and user experience.

• System Implementation & User Adoption: Provide examples of research conducted to support the implementation or iteration of new product features or systems, focusing on user adoption and usability.

• Measurement & Performance Analysis: Detail how you have used research and data to measure the performance of product changes or operational improvements and iterate based on findings.

📝 Enhancement Note: For a senior role influencing product strategy, the portfolio must go beyond just showcasing research studies. It should demonstrate the candidate's ability to connect research insights to business outcomes, influence roadmaps, and contribute to operational efficiency. This aligns with the expectations of operations roles that focus on driving measurable business impact.

💵 Compensation & Benefits

Salary Range: USD $99,306.00 - $171,612.00 annually.

• Methodology for Estimate: This range is based on the provided data for the Sr. UX Researcher role in the US. The lower end aligns with mid-level UX Researcher salaries in high cost-of-living areas, while the upper end reflects senior-level expertise and strategic influence, often found in major tech hubs like San Francisco and New York. Factors such as specific years of experience beyond the minimum, specialized skills (e.g., advanced quantitative analysis, generative AI research), and interview performance will influence the final offer within this band.

Benefits:

• Discretionary Bonus: Eligibility for a performance-based bonus, reflecting the company's recognition of individual and team contributions.

• Comprehensive Health Coverage: Includes medical, vision, and dental insurance plans, providing robust support for employee well-being.

• Retirement Savings: 401k matching program to support long-term financial planning and retirement goals.

• Paid Time Off (PTO): Generous PTO policy for rest, rejuvenation, and personal time.

• Volunteer Time Off (VTO): Paid time off dedicated to community service and volunteer activities, reflecting a commitment to social responsibility.

• Other Employee Benefits: Additional benefits as implemented by the company, which may include professional development opportunities, wellness programs, and commuter benefits.

Working Hours: 40 hours per week.

• Operations Flexibility: While a standard 40-hour work week is expected, the role's inherent need to influence cross-functional teams may require occasional flexibility to attend meetings or collaborate outside of typical core hours, particularly given the presence of teams in different time zones. The focus will be on delivering impactful results rather than strict adherence to a clock.

📝 Enhancement Note: The salary range is substantial and reflects a senior-level position in major US tech markets. The benefits package is comprehensive, standard for a large corporation like Rakuten, and includes elements like a discretionary bonus and VTO which are attractive. The mention of "40 hours per week" is standard, but the note on potential flexibility is crucial for operations roles that often require cross-time zone or urgent collaboration.

🎯 Team & Company Context

🏢 Company Culture

Industry: E-commerce / Digital Services / Technology. Rakuten Rewards operates within the highly competitive online retail and loyalty program space, aiming to provide value through Cash Back and partnerships with thousands of top brands. This industry context implies a focus on user acquisition, retention, and driving transactional volume.

Company Size: Rakuten International is part of Rakuten Group, Inc., a global technology leader with over 4,000 employees worldwide. Rakuten Rewards itself is a significant division, suggesting a dynamic environment with ample resources and opportunities for cross-functional collaboration.

Founded: Rakuten was founded in 1999. This long history indicates a stable, established company with a proven business model, but also one that must continuously innovate to stay ahead in the rapidly evolving e-commerce landscape.

Team Structure:

• Research Team: The Sr. UX Researcher reports to the Director of Research within the Product Design team. This structure suggests a dedicated research function that collaborates closely with design and product, but also has the autonomy to influence broader product strategy.

• Cross-Functional Collaboration: Close partnerships are expected with Product Management, Design, Engineering, and Marketing teams, indicating a highly collaborative, matrixed environment common in product development.

• Reporting & Influence: While reporting into a research leadership role, the emphasis on influencing stakeholders without direct authority highlights a culture that values thought leadership and data-driven persuasion.

Methodology:

• User-Centric Approach: The core of the role is to ensure member experiences are informed by high-quality evidence, indicating a strong commitment to user-centered design and research.

• Data-Driven Decision Making: Synthesizing research, analytics, and market signals is key, underscoring a reliance on data to inform product direction and strategy.

• Agile & Iterative Development: The need to operate in ambiguous, fast-paced environments and balance rigor with speed suggests an agile development process and a culture that embraces iterative improvements based on user feedback and data.

Company Website: Rakuten Rewards (Note: The provided URL was for a specific job posting, this is the general company website).

📝 Enhancement Note: Understanding Rakuten's position as a major player in e-commerce and loyalty programs is key. The company's long history suggests stability, but its global presence and innovative spirit (as implied by the "Always improve, Always Advance" principle) mean a fast-paced, evolving environment. The research team's reporting structure within Product Design indicates a close tie to product development, but the emphasis on influencing broader strategy hints at operations-like responsibilities.

📈 Career & Growth Analysis

Operations Career Level: This role is positioned at a Senior level, indicating significant autonomy, responsibility for end-to-end ownership of research initiatives, and a mandate to directly influence product strategy and senior stakeholders. It's a critical individual contributor role focused on driving strategic product decisions through research expertise.

Reporting Structure: The Sr. UX Researcher reports to the Director of Research within the Product Design team. This structure implies mentorship from experienced leadership and alignment with product design strategy, while also fostering independence in day-to-day work.

Operations Impact: The role's core function is to be a strategic partner, translating user insights into actionable recommendations that reduce risk, accelerate decision-making, and directly inform product direction, roadmap prioritization, and ultimately, the success of Rakuten's member acquisition, conversion, and engagement strategies. This has a direct impact on revenue generation and customer lifetime value.

Growth Opportunities:

• Leadership in Research: Potential to become a lead researcher on major product initiatives, mentor junior researchers, and contribute to the strategic direction of the UX research function.

• Product Strategy Influence: Deepen impact by leading research for critical product areas, shaping the long-term product vision, and becoming a trusted advisor to product leadership.

• Cross-Functional Expertise: Develop broader business acumen by working closely with Marketing, Product, and Engineering, potentially leading to opportunities in Product Management, GTM Strategy, or even advanced analytics roles.

• Skill Specialization: Opportunity to deepen expertise in specific research methodologies (e.g., advanced quantitative analysis, behavioral economics) or product domains within Rakuten's diverse portfolio.

📝 Enhancement Note: This role offers a clear path for growth within research leadership or a pivot into more product-centric or strategy-oriented roles. The emphasis on influencing product strategy and roadmap decisions positions it as a key operational lever for driving business outcomes, making it attractive to those looking to move beyond pure research execution.

🌐 Work Environment

Office Type: The role is listed as "On-site," indicating a traditional office-based work environment. This suggests a need for in-person collaboration, team synergy, and direct engagement with colleagues.

Office Location(s): The role has open positions in San Francisco, California, and New York, NY. Both are major tech hubs with vibrant professional ecosystems, offering access to talent, industry events, and collaborative opportunities.

Workspace Context:

• Collaborative Environment: Being on-site facilitates direct collaboration with Product, Design, Engineering, and Marketing teams, fostering a dynamic and interactive work setting.

• Operations Tools & Technology: Access to standard office technology, communication platforms, and likely specialized UX research tools, analytics software (e.g., Tableau), and potentially A/B testing platforms.

• Team Interaction: Opportunities for spontaneous discussions, brainstorming sessions, and team-building activities that are crucial for aligning research efforts with product development cycles.

Work Schedule: A standard 40-hour work week is expected. However, given the senior, influencing nature of the role and the need to collaborate across functions and potentially time zones, some flexibility may be required to accommodate critical meetings or project deadlines. The emphasis is on achieving strategic outcomes.

📝 Enhancement Note: The "On-site" requirement is a key differentiator. For operations professionals, this implies a preference for direct, in-person collaboration which can be highly effective for complex problem-solving and stakeholder alignment. The choice between SF and NY offers geographic flexibility within major tech markets.

📄 Application & Portfolio Review Process

Interview Process:

• Initial Screening: A recruiter or hiring manager will likely review your application and resume, focusing on direct experience, key skills, and alignment with the job description.

• Hiring Manager/Team Interview: Expect a discussion with the hiring manager (Director of Research) and potentially other senior researchers or product/design leads. This will delve into your research philosophy, experience with specific methodologies, and approach to problem-solving.

• Portfolio Presentation: A critical stage will involve presenting a selection of your strongest case studies. This is where you demonstrate your ability to frame problems, execute research, synthesize findings, and articulate impact. Be prepared to discuss your process, rationale, and the outcomes.

• Cross-Functional Interviews: Interviews with key stakeholders from Product, Design, and potentially Marketing to assess your collaboration style, communication skills, and ability to influence without direct authority.

• Final Round: May involve a discussion with senior leadership to evaluate strategic thinking, business acumen, and overall cultural fit.

Portfolio Review Tips:

• Curate Strategically: Select 3-5 diverse case studies that best showcase your end-to-end research capabilities, methodological breadth, and impact on product development and business goals.

• Focus on Impact & Storytelling: Structure each case study as a narrative: problem statement, your approach and rationale, key findings, actionable recommendations, and the resulting impact (quantified where possible). Emphasize how your research drove decisions.

• Showcase Synthesis Skills: Clearly articulate how you synthesized complex data points into coherent insights and how those insights directly informed strategic decisions or product improvements.

• Highlight Influence: Be prepared to discuss specific instances where your research findings influenced stakeholders, changed product direction, or mitigated risks, and how you achieved this influence.

• Technical Proficiency: Be ready to discuss your experience with relevant tools (e.g., survey platforms, analytics tools like Tableau, usability testing tools) and how you leverage them in your research process.

Challenge Preparation:

• Research Design Exercise: You may be given a hypothetical business problem or product scenario and asked to outline a research plan, including objectives, methodologies, target participants, and key metrics. Focus on clarity, feasibility, and alignment with business goals.

• Synthesis & Recommendation Task: You might be presented with raw research data (e.g., interview transcripts, survey results) and asked to synthesize it into key insights and actionable recommendations.

• Stakeholder Communication Practice: Prepare to articulate complex research findings and their implications to non-researchers, focusing on clarity, conciseness, and driving action.

📝 Enhancement Note: The emphasis on a portfolio presentation and potential design/synthesis challenges is typical for senior research roles. For this role, framing these exercises through an "operations lens"—how research supports efficient decision-making, reduces risk, and drives measurable business outcomes—will be highly beneficial.

🛠 Tools & Technology Stack

Primary Tools:

• UX Research Platforms: Expertise in tools for conducting user interviews, usability testing, surveys, and diary studies (e.g., UserTesting.com, Lookback, Qualtrics, SurveyMonkey, Google Forms, Typeform).

• Data Synthesis & Analysis: Proficiency in qualitative data analysis tools (e.g., Dovetail, NVivo) and quantitative analysis software.

• Collaboration & Documentation: Tools like Jira, Confluence, Asana, Google Workspace (Docs, Sheets, Slides), and Miro for project management, documentation, and collaborative ideation.

Analytics & Reporting:

• Data Visualization: Familiarity with tools like Tableau is strongly preferred for integrating quantitative data and presenting findings effectively.

• Product Analytics: Experience with platforms like Google Analytics, Adobe Analytics, or Amplitude to understand user behavior and measure product performance.

• Reporting Dashboards: Ability to create and interpret dashboards that track key UX metrics and product performance indicators.

CRM & Automation:

• CRM (Indirect): While not a direct CRM role, understanding how UX research impacts CRM data and customer journeys (e.g., lead conversion, customer retention) is valuable. Familiarity with how CRM data might inform research is also beneficial.

• A/B Testing Tools: Experience with platforms like Optimizely, VWO, or Google Optimize for designing and analyzing experiments based on research hypotheses.

📝 Enhancement Note: The explicit mention of Tableau as a preferred tool is significant. For a UX Researcher influencing product strategy, the ability to interface with quantitative data and present findings in a visually compelling manner is crucial. This bridges UX research with data analysis and reporting, a core component of operations roles.

👥 Team Culture & Values

Operations Values:

• Always improve, Always Advance (Kaizen): A commitment to continuous improvement in research methodologies, product experiences, and personal development, seeking incremental progress and striving for excellence.

• Passionately Professional: Taking ownership, demonstrating dedication, and maintaining an uncompromising approach to delivering high-quality, impactful research that drives business success.

• Hypothesize - Practice - Validate (Shikumika): Embracing an experimental mindset, forming hypotheses grounded in user understanding, rigorously testing them through research, and validating findings to inform concrete actions and strategies.

• Maximize Customer Satisfaction: A core focus on understanding and advocating for the user to ensure that product decisions lead to exceptional member experiences and high levels of satisfaction.

• Speed!! Speed!! Speed!!: Acknowledging the importance of timely insights and efficient processes in a fast-paced environment, taking proactive ownership, setting clear goals, and driving execution with urgency.

Collaboration Style:

• Partnership-Driven: Actively building and nurturing strong, trust-based relationships with Product, Design, Engineering, and Marketing teams to ensure research is integrated early and often into the product lifecycle.

• Data-Informed Advocacy: Presenting research findings and insights in a clear, compelling, and objective manner to advocate for user needs and data-driven decision-making.

• Knowledge Sharing: Contributing to the broader team's understanding of users and research best practices, fostering a culture of shared learning and continuous improvement in user-centricity.

📝 Enhancement Note: Rakuten's "Five Principles for Success" are deeply embedded and should be reflected in how candidates present their experience. For an operations-focused role, demonstrating how these principles translate into practical application—e.g., using Kaizen for process improvement, Speed for rapid validation, and Hypothesize-Practice-Validate for efficient product iteration—will be highly advantageous.

⚡ Challenges & Growth Opportunities

Challenges:

• Ambiguity & Fast Pace: Navigating unclear business problems and rapidly evolving market conditions to deliver timely, actionable research insights. This requires strong problem-framing skills and the ability to prioritize effectively.

• Influencing Without Authority: Persuading cross-functional stakeholders, including senior leaders, to adopt research recommendations and integrate them into product roadmaps, often requiring nuanced communication and robust data.

• Balancing Rigor and Speed: Determining the appropriate level of research rigor for different product decisions, ensuring insights are both reliable and delivered quickly enough to be relevant.

• Evolving E-commerce Landscape: Staying abreast of emerging trends in e-commerce, consumer behavior, and competitive strategies to ensure research remains relevant and impactful.

Learning & Development Opportunities:

• Strategic Impact Expansion: Opportunities to lead research for major product initiatives, shaping strategic direction and contributing to long-term product vision.

• Mentorship: Learning from experienced research leadership and product strategists within Rakuten, potentially developing expertise in advanced research methodologies or specific product domains.

• Cross-Functional Acumen: Gaining deeper understanding of product management, marketing strategies, and engineering processes, which can pave the way for broader career opportunities.

• Industry Engagement: Potential to attend industry conferences, contribute to research publications, or engage with the broader UX and product communities.

📝 Enhancement Note: Highlighting these challenges and framing them as opportunities for growth and skill development is crucial. For operations roles, demonstrating resilience, strategic thinking, and adaptability in the face of complexity is highly valued.

💡 Interview Preparation

Strategy Questions:

• "Describe a time you translated a highly ambiguous business problem into a focused research plan. What was the outcome?" (Focus on problem framing, methodology choice, and impact.)

• "How do you balance the need for research rigor with the demands for speed in a fast-paced environment? Provide an example." (Demonstrate your understanding of trade-offs and agile research practices.)

• "Walk us through a project where your research findings significantly influenced product strategy or roadmap decisions. How did you achieve that influence?" (Highlight storytelling, stakeholder management, and data-driven persuasion.) Company & Culture Questions:

• "What interests you about Rakuten Rewards and our mission to provide Cash Back and value to members?" (Research the company's business model, market position, and recent news.)

• "How do you see your research skills contributing to our 'Always improve, Always Advance' (Kaizen) principle?" (Connect your approach to continuous improvement and user-centricity.)

• "Describe your experience working with Product, Design, and Marketing teams. How do you ensure research insights are effectively integrated?" (Focus on collaboration, communication, and cross-functional alignment.) Portfolio Presentation Strategy:

• Structure for Impact: Begin with a clear overview of the problem and your role. Use a logical flow (e.g., challenge, approach, findings, recommendations, results).

• Emphasize Your Role: Clearly articulate your specific contributions, especially in synthesis, insight generation, and influencing stakeholders.

• Quantify Outcomes: Whenever possible, use data to demonstrate the impact of your research (e.g., "led to a X% increase in conversion," "identified a critical usability issue that was resolved, reducing support tickets by Y%").

• Be Prepared for Deep Dives: Anticipate questions about your methodology choices, data analysis, and how you handled challenges or unexpected findings.

• Connect to Rakuten: Where possible, subtly tie your case studies to themes relevant to Rakuten's business (e.g., e-commerce, customer loyalty, acquisition, conversion).

📝 Enhancement Note: Interview preparation for this role should emphasize the strategic impact of research. Candidates should be ready to discuss how their work directly drives business outcomes, influences product roadmaps, and enhances operational efficiency through user-centric decision-making.

📌 Application Steps

To apply for this Sr. UX Researcher position:

• Submit Your Application: Complete the online application form through the provided link on the Rakuten Rewards careers portal.

• Tailor Your Resume: Customize your resume to highlight your 5+ years of consumer-focused technology experience, specific UX research methodologies, and proven ability to influence cross-functional stakeholders. Use keywords from the job description such as "UX Research," "Qualitative," "Quantitative," "Product Strategy," and "Synthesis."

• Curate Your Portfolio: Prepare a compelling portfolio that showcases 3-5 in-depth case studies demonstrating end-to-end research, methodological diversity, and measurable impact. Ensure it's easily accessible (e.g., PDF, dedicated website).

• Practice Your Presentation: Rehearse your portfolio presentation, focusing on clear storytelling, articulating your process, highlighting your influence, and quantifying results. Prepare concise answers to common UX research and behavioral interview questions.

• Research Rakuten Rewards: Thoroughly research Rakuten Rewards, its business model, target audience, competitive landscape, and recent news. Understand how your research expertise can contribute to their goals and how you align with their Five Principles for Success.

⚠️ 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.