Sr. UX Researcher

📍 Job Overview

Job Title: Sr. UX Researcher

Company: Rakuten Rewards

Location: San Francisco, CA, United States (with potential for New York, NY)

Job Type: FULL_TIME

Category: User Experience Research (UXR) / Product Insights

Date Posted: May 04, 2026

Experience Level: 5-7 Years Required

🚀 Role Summary

• Lead end-to-end User Experience (UX) research initiatives, driving strategic product decisions across member acquisition, conversion, and engagement lifecycles.

• Translate ambiguous business challenges into structured, evidence-based research plans that directly inform product strategy and roadmap prioritization.

• Execute a range of qualitative and quantitative research methodologies to uncover deep user insights and validate product hypotheses.

• Synthesize complex data from research, analytics, and market signals into clear, actionable recommendations for cross-functional teams.

• Influence product direction, identify risks, and articulate trade-offs through compelling, data-backed storytelling to senior stakeholders.

📝 Enhancement Note: This role is positioned as a Senior UX Researcher, implying a need for a candidate who can operate with a high degree of autonomy, lead complex research projects, and significantly influence product strategy without direct authority. The focus on "real product decisions" and "accelerating decision-making" highlights the importance of delivering impactful, timely insights.

📈 Primary Responsibilities

• Independently lead the full lifecycle of UX research projects, from initial problem framing and research design through execution, synthesis, and delivery of actionable recommendations.

• Develop comprehensive research plans that align with strategic product goals, addressing critical questions related to user needs, behaviors, and pain points across the member journey.

• Design and execute a diverse array of research studies, including but not limited to user interviews, usability testing, surveys, A/B testing analysis, diary studies, and ethnographic research, to gather rich qualitative and quantitative data.

• Analyze and synthesize findings from research studies, alongside product analytics and market intelligence, to generate robust, evidence-based insights that inform product development and optimization.

• Clearly articulate implications of research findings, identifying key product opportunities, potential risks, and strategic trade-offs to product, design, engineering, and marketing teams.

• Present research insights and recommendations with clarity, confidence, and persuasive storytelling to diverse audiences, including senior leadership, to drive informed decision-making and strategic alignment.

• Foster strong collaborative partnerships with Product Management, UX Design, Engineering, and Marketing teams, acting as a trusted advisor on user insights and research best practices.

• Proactively influence product prioritization and roadmap planning by championing user-centric perspectives and demonstrating the business impact of proposed solutions.

• Contribute to the development and refinement of research methodologies, standards, and best practices within the Product Design team, fostering a culture of research literacy and user empathy across the organization.

📝 Enhancement Note: The responsibilities emphasize a blend of strategic thinking, methodological expertise, and strong communication/influence skills. The expectation is for the researcher to not just conduct studies but to actively shape product direction by translating insights into tangible business impact.

🎓 Skills & Qualifications

Education:

Experience:

• Minimum of 5-7 years of dedicated UX research experience within consumer-focused technology companies.

Required Skills:

• UX Research Expertise: Deep proficiency in a wide range of qualitative and quantitative research methodologies (e.g., user interviews, usability testing, surveys, card sorting, tree testing, concept testing, diary studies).

• Product Strategy & Influence: Demonstrated ability to translate ambiguous business problems into focused research questions and to influence product strategy and roadmap decisions through evidence-based insights.

• Synthesis & Insight Generation: Strong analytical and synthesis skills to distill complex data into clear, actionable insights and strategic recommendations.

• Communication & Storytelling: Exceptional verbal and written communication skills, with a proven ability to present findings persuasively to diverse audiences, including senior leadership.

• Cross-functional Collaboration: Proven ability to build strong partnerships and influence stakeholders (Product, Design, Engineering, Marketing) without direct authority.

• Methodological Agility: Ability to balance research rigor with the need for speed and efficiency in a dynamic, product-led environment.

• Independent Execution: Demonstrated capacity to independently scope, plan, and execute research initiatives from conception to completion.

Preferred Skills:

• E-commerce/Consumer Product Domain: Direct experience in the e-commerce or consumer product industry, understanding its unique user behaviors and business drivers.

• Market & Competitive Analysis: Experience conducting market research and competitive analysis to inform product positioning and strategy.

• Analytics & Data Visualization: Familiarity with analytics platforms and data visualization tools (e.g., Tableau) to complement qualitative research findings.

📝 Enhancement Note: The "5-7 years Required" with a "Bachelor's Degree" suggests this is a mid-to-senior level individual contributor role. The emphasis on influencing stakeholders without direct authority and operating in ambiguous environments points to the need for strong soft skills and strategic thinking beyond just methodological execution.

📊 Process & Systems Portfolio Requirements

Portfolio Essentials:

• End-to-End Project Examples: Showcase 2-3 detailed case studies demonstrating your ability to lead research initiatives from problem framing through to actionable recommendations and impact.

• Methodological Diversity: Include examples that highlight your proficiency in both qualitative and quantitative research methods, and how you selected the appropriate methods for specific research questions.

• Impact & Influence: Clearly articulate the business impact and product decisions influenced by your research findings, quantifying outcomes where possible (e.g., reduced churn, increased conversion rates, improved user satisfaction scores).

• Stakeholder Collaboration: Provide evidence of how you partnered with Product, Design, Engineering, and Marketing teams, and how your insights facilitated cross-functional alignment and decision-making.

Process Documentation:

• Problem Framing: Demonstrate your ability to translate vague business needs or hypotheses into well-defined research objectives and questions.

• Research Design & Execution: Detail your process for designing research plans, recruiting participants, and executing studies ethically and efficiently.

• Synthesis & Reporting: Illustrate your approach to synthesizing qualitative and quantitative data, and how you document and present findings in a clear, concise, and actionable manner for various audiences.

📝 Enhancement Note: For a Senior UX Researcher role, a strong portfolio is critical. The emphasis should be on demonstrating strategic impact, methodological breadth, and effective communication of insights to drive business outcomes, rather than just a collection of studies.

💵 Compensation & Benefits

Salary Range:

Benefits:

• Performance-Based Incentive: Eligibility for a discretionary bonus, rewarding individual and company performance.

• Comprehensive Health Coverage: Includes health, vision, and dental insurance plans to support employee well-being.

• Retirement Planning: 401k matching program to aid in long-term financial security.

• Work-Life Balance: Paid Time Off (PTO) and Volunteer Time Off (VTO) to encourage personal time and community engagement.

• Additional Employee Benefits: Other benefits will be implemented as the company continues to grow and evolve.

Working Hours:

• Standard full-time work week is approximately 40 hours. Given the senior nature of this role and the need for potential collaboration across time zones (e.g., with New York), some flexibility in working hours may be required.

📝 Enhancement Note: The salary range is competitive for a Senior UX Researcher in the San Francisco Bay Area. The inclusion of PTO and VTO alongside health and retirement benefits highlights a focus on employee well-being and community involvement. The mention of potential flexibility in hours is typical for senior roles requiring cross-functional collaboration.

🎯 Team & Company Context

🏢 Company Culture

Industry: E-commerce & Digital Services. Rakuten Rewards operates within the dynamic online retail and loyalty program sector, a highly competitive space driven by member acquisition, engagement, and retention. This context means user experience and data-driven insights are paramount to success.

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, implying a substantial operational footprint and a need for structured processes and clear communication.

Founded: Rakuten Group was founded in 1997, with Rakuten Rewards evolving as a key component of its strategy. This history suggests a company that has matured in its operations and product development, with established frameworks for growth and innovation.

Team Structure:

• UX Research Team: The researcher reports to the Director of Research within the Product Design team. This structure indicates a dedicated research function that is integrated with design and product development.

• Reporting Hierarchy: The role is senior, suggesting direct reporting to a Director, with potential to mentor junior researchers or lead specific research initiatives within the broader team.

• Cross-functional Collaboration: Close partnership is expected with Product Management, UX Design, Engineering, and Marketing teams, underscoring the collaborative nature of product development at Rakuten Rewards.

Methodology:

• Data-Driven Decision Making: A core tenet is using evidence from research, analytics, and market signals to inform product decisions and reduce risk.

• Agile Product Development: The emphasis on "speed," "ambiguous environments," and influencing "prioritization and roadmap decisions" points to an agile or iterative product development process where UX research plays a critical role in rapid validation and iteration.

• User-Centricity: The company's mission and the role's responsibilities clearly indicate a strong focus on understanding and serving member needs to drive satisfaction and loyalty.

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

📝 Enhancement Note: Rakuten's "Five Principles for Success" (Kaizen, Passionately Professional, Shikumika, Maximize Customer Satisfaction, Speed!!) are crucial to understanding their operational ethos. For a UX Researcher, this translates to a need for continuous improvement in research methods, a drive for excellence, an iterative approach to problem-solving, a deep focus on member satisfaction, and the ability to deliver insights rapidly.

📈 Career & Growth Analysis

Operations Career Level: This is a Senior UX Researcher position. It signifies an individual contributor role with significant autonomy and responsibility. At this level, expectations include not only executing research but also defining research strategy, mentoring junior team members (potentially), and acting as a subject matter expert within the organization. The role requires the ability to operate independently, manage complex projects, and exert influence on product direction.

Reporting Structure: The role reports to the Director of Research within the Product Design team. This indicates a clear line of sight to leadership within the UX function and a structure that supports strategic research planning and alignment with broader product goals. The researcher will likely collaborate closely with Product Managers, UX Designers, and Engineering leads on a day-to-day basis.

Operations Impact: The Sr. UX Researcher is expected to have a substantial impact on the business by:

• Reducing Product Risk: Providing evidence-based insights to de-risk product development and investment decisions.

• Driving Member Acquisition & Retention: Informing strategies to attract new members and enhance the engagement and loyalty of existing ones through superior user experiences.

• Optimizing Conversion Funnels: Identifying friction points and opportunities within the member journey to improve conversion rates for various actions (e.g., sign-ups, purchases).

• Informing Product Strategy: Directly influencing the product roadmap and strategic priorities by championing user needs and validating business hypotheses.

• Enhancing User Satisfaction: Ensuring that product features and experiences meet or exceed member expectations, leading to higher satisfaction and positive brand perception.

Growth Opportunities:

• Leadership in Research: Opportunity to take on leadership of larger, more complex research initiatives, potentially managing a portfolio of projects or a specific product area.

• Mentorship: Potential to mentor junior UX Researchers, providing guidance on methodologies, synthesis, and stakeholder management.

• Strategic Influence: Grow influence within the organization by consistently delivering high-impact insights that shape product strategy and business outcomes.

• Skill Expansion: Opportunity to deepen expertise in specific research methodologies or expand into areas like market research, competitive analysis, or advanced data analytics.

• Career Advancement: Potential pathway to Lead UX Researcher, UX Research Manager, or other senior roles within the Product Design or broader Product organization.

📝 Enhancement Note: The "Senior" title and reporting to a Director suggest a role that offers substantial growth potential. The emphasis on strategic impact and cross-functional influence indicates a trajectory towards more leadership-oriented responsibilities within the UX Research discipline.

🌐 Work Environment

Office Type: This role is listed as On-site with potential for hybrid arrangements or collaboration with teams in other locations (e.g., New York). The primary listed location is San Francisco, CA. While not explicitly stated as a "hybrid" role, the presence of multiple listed locations (SF and NY) and the typical nature of tech companies suggests that some level of hybrid work or flexible scheduling might be available, though the core expectation is likely on-site presence in SF.

Office Location(s):

• Primary: San Francisco, CA, United States (SF-Mission St).

• Secondary/Collaborative: New York, NY, United States.

Workspace Context:

• Collaborative Environment: The role requires close interaction with Product, Design, and Engineering teams. The workspace is expected to foster collaboration through shared spaces, meeting rooms, and informal interaction areas.

• Tools & Technology: Access to standard UX research tools, collaboration software, and potentially company-specific analytics platforms (like Tableau) will be provided to facilitate research and communication.

• Team Interaction: Opportunities for regular team meetings, design critiques, product reviews, and informal knowledge-sharing sessions with fellow researchers and designers.

Work Schedule:

• The standard work schedule is approximately 40 hours per week. For a senior role, there may be an expectation for flexibility to accommodate project deadlines, cross-time zone collaboration (e.g., with New York-based teams), and urgent research needs.

📝 Enhancement Note: While the job description implies an on-site presence in San Francisco, the inclusion of New York as an alternative location and the nature of modern tech companies suggest that a hybrid model or some degree of remote flexibility might be negotiable or available depending on team structure and business needs.

📄 Application & Portfolio Review Process

Interview Process:

• Initial Screening: A recruiter or hiring manager will likely conduct an initial phone screen to assess basic qualifications, experience, and cultural fit.

• Hiring Manager Interview: A deeper dive into your experience, research philosophy, and approach to solving complex problems. Expect questions about your past projects and how you've handled challenging situations.

• Portfolio Presentation: A critical stage where you will present 2-3 detailed case studies from your portfolio to the hiring manager and potentially other key stakeholders (e.g., Director of Research, Senior Product Manager). This is where you demonstrate your end-to-end research capabilities, strategic thinking, and impact.

• Cross-Functional Interviews: Interviews with peers from Product, Design, and Engineering teams to assess your collaboration style, communication skills, and ability to integrate research insights into product development workflows.

• Final Round/Executive Interview: Potentially an interview with a senior leader (e.g., VP of Product or Design) to discuss strategic alignment and overall fit.

Portfolio Review Tips:

• Structure Your Case Studies: For each case study, clearly define the problem, your role and responsibilities, the research methods used, key findings, actionable recommendations, and the resulting impact on the product or business.

• Quantify Impact: Whenever possible, use metrics to demonstrate the success of your research. Examples include increased conversion rates, improved user satisfaction scores (e.g., NPS, SUS), reduced task completion times, or decreased support tickets.

• Tell a Story: Frame your presentations as narratives. Explain the context, the challenges, your thought process, and how your work led to a positive outcome. Highlight your strategic contributions.

• Tailor to the Role: Emphasize projects that align with Rakuten Rewards' focus on e-commerce, member acquisition, conversion, and engagement. Showcase your ability to work in fast-paced, ambiguous environments.

• Be Prepared to Discuss Trade-offs: Discuss any constraints (time, budget, resources) and how you navigated them, highlighting your judgment and ability to balance rigor with speed.

Challenge Preparation:

• Research Scenario: You may be given a hypothetical product challenge or a current business problem and asked to outline a potential research plan. Be prepared to discuss how you would approach framing the problem, selecting methods, and defining success metrics.

• Methodology Deep Dive: Expect questions about specific research methods, their pros and cons, and when to apply them. Be ready to defend your methodological choices.

• Stakeholder Management: Prepare examples of how you've managed stakeholder expectations, communicated difficult findings, or advocated for user needs when faced with resistance.

📝 Enhancement Note: The portfolio presentation is emphasized as a critical component. Candidates should focus on showcasing strategic impact and clear articulation of how their research led to tangible business improvements, aligning with Rakuten's focus on speed and customer satisfaction.

🛠 Tools & Technology Stack

Primary Tools:

• UX Research Platforms: Familiarity with tools for conducting remote usability testing, surveys, and participant recruitment (e.g., UserTesting.com, Lookback, Maze, SurveyMonkey, Qualtrics).

• Collaboration & Documentation: Proficiency in tools like Jira, Confluence, Google Workspace (Docs, Sheets, Slides), or similar platforms for project management, documentation, and knowledge sharing.

• Presentation Software: Expertise in tools like PowerPoint or Google Slides for creating compelling research presentations.

Analytics & Reporting:

• Data Visualization Tools: Familiarity with tools like Tableau is strongly preferred for analyzing and visualizing quantitative data, user behavior metrics, and market trends.

• Web Analytics Platforms: Experience using tools like Google Analytics, Adobe Analytics, or similar platforms to understand user behavior on the Rakuten Rewards website and app.

CRM & Automation:

• While not directly a CRM role, understanding how user data is managed within CRM systems and how marketing automation impacts user journeys can be beneficial for context.

📝 Enhancement Note: The explicit mention of Tableau as a preferred skill indicates a strong emphasis on quantitative analysis and the ability to integrate data visualization into research reporting and stakeholder presentations.

👥 Team Culture & Values

Operations Values:

• Always improve, Always Advance (Kaizen): A commitment to continuous improvement in research methodologies, processes, and the quality of insights delivered. Expectation to always seek better ways to understand users and inform product development.

• Passionately Professional: A dedication to high-quality work, a rigorous approach to research, and a determination to be the best in understanding user needs and driving product success.

• Hypothesize - Practice - Validate – Shikumika (The Rakuten Cycle): Embracing an iterative approach to problem-solving. This involves forming hypotheses, testing them through research, validating findings, and implementing solutions in a structured, cyclical manner.

• Maximize Customer Satisfaction: A primary focus on understanding and delighting members. All research efforts should ultimately contribute to enhancing the user experience and increasing customer satisfaction and loyalty.

• Speed!! Speed!! Speed!!: An understanding that delivering insights quickly and efficiently is crucial in a fast-paced technology environment. Balancing thoroughness with the need for timely information to drive rapid decision-making.

Collaboration Style:

• Cross-functional Integration: A highly collaborative style is essential, working seamlessly with Product, Design, Engineering, and Marketing teams to ensure research is integrated into the product development lifecycle.

• Data-Driven Partnerships: Building trust through reliable, evidence-based insights that inform joint decision-making and strategy development.

• Open Communication: Fostering an environment of open dialogue, constructive feedback, and shared learning regarding user insights and product development.

📝 Enhancement Note: The "Five Principles for Success" are deeply embedded in Rakuten's culture and directly inform how a UX Researcher should operate. Success in this role requires not only methodological skill but also an alignment with these core values, particularly regarding speed, continuous improvement, and customer focus.

⚡ Challenges & Growth Opportunities

Challenges:

• Balancing Rigor and Speed: In a fast-paced environment, the challenge will be to conduct thorough, high-quality research while meeting tight deadlines and influencing rapid decision-making.

• Ambiguity Management: Translating vague business questions into clear research objectives and navigating evolving product priorities will require strong problem-framing skills and adaptability.

• Cross-functional Alignment: Gaining buy-in and influencing product direction across multiple departments with potentially competing priorities requires strong communication, negotiation, and storytelling skills.

• Quantifying Impact: Demonstrating the tangible business value and ROI of UX research can be challenging. Developing methods to measure and articulate this impact will be key.

• Keeping Pace with Evolving User Needs: The e-commerce landscape and consumer behavior are constantly changing, requiring continuous learning and adaptation of research approaches.

Learning & Development Opportunities:

• Advanced Methodological Training: Opportunities to deepen expertise in specialized research techniques or explore new methodologies relevant to e-commerce and consumer behavior.

• Strategic Impact Growth: Developing skills in strategic planning, influencing senior leadership, and contributing to broader product and business strategy.

• Cross-Functional Acumen: Gaining a deeper understanding of product management, engineering, and marketing functions to enhance collaborative effectiveness.

• Mentorship: Potential to mentor junior researchers, solidifying knowledge and developing leadership capabilities.

• Industry Exposure: Opportunities to attend industry conferences, webinars, and engage with the broader UX research community to stay abreast of trends and best practices.

📝 Enhancement Note: The challenges highlight the need for a proactive, strategic, and resilient researcher. Growth opportunities are framed around deepening expertise, increasing strategic influence, and developing leadership potential within the UX research domain.

💡 Interview Preparation

Strategy Questions:

• How would you approach researching a new feature aimed at increasing member engagement on our platform? Walk me through your process from problem framing to delivering actionable insights.

• Describe a time you had to influence a product decision with data that contradicted stakeholder opinions. What was your approach, and what was the outcome?

Company & Culture Questions:

• How do Rakuten's Five Principles for Success resonate with your approach to UX research? Provide examples of how you embody these principles in your work.

• How do you foster a user-centric mindset within cross-functional teams that may not have a deep understanding of UX research?

Portfolio Presentation Strategy:

• Select High-Impact Projects: Choose 2-3 case studies that best demonstrate your end-to-end capabilities, strategic thinking, and measurable impact on product or business outcomes. Prioritize projects relevant to e-commerce, conversion, or engagement.

• Focus on the "Why" and "So What": Clearly articulate the business problem, your research objectives, and the actionable insights derived. Emphasize how your recommendations led to specific product changes and positive business results.

• Showcase Your Process: Walk through your methodology, explaining why you chose specific methods and how you navigated any challenges. Highlight your collaboration with stakeholders.

• Quantify Results: Whenever possible, use metrics (e.g., conversion rates, satisfaction scores, task completion times) to demonstrate the impact of your research.

• Practice Your Delivery: Rehearse your presentation to ensure clarity, conciseness, and confidence. Be prepared to answer in-depth questions about your work.

📝 Enhancement Note: Interview preparation should focus on demonstrating an understanding of Rakuten's values, particularly speed and customer satisfaction, and showcasing the ability to translate research into measurable business impact within an e-commerce context.

📌 Application Steps

To apply for this Sr. UX Researcher position:

• Submit your resume and a compelling portfolio through the provided application link on the Rakuten Rewards careers portal.

• Portfolio Customization: Curate your portfolio to highlight 2-3 key UX research projects that exemplify your ability to drive product strategy, impact business outcomes (acquisition, conversion, engagement), and showcase your methodological range. Ensure each case study clearly outlines the problem, your role, process, key findings, actionable recommendations, and quantifiable impact.

• Resume Optimization: Tailor your resume to emphasize keywords from the job description, such as "UX Research," "qualitative and quantitative methods," "product strategy," "stakeholder influence," "synthesis," and "e-commerce." Quantify achievements wherever possible.

• Interview Preparation: Thoroughly prepare for your portfolio presentation by rehearsing your case studies, focusing on storytelling, and being ready to discuss your strategic contributions and the impact of your research. Practice answering behavioral and situational questions related to influencing stakeholders and working in fast-paced environments.

• Company Research: Deeply understand Rakuten Rewards' business model, its place in the e-commerce loyalty market, and its stated "Five Principles for Success." Consider how your research skills can directly contribute to achieving their goals of customer satisfaction and speed.

⚠️ 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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