San Francisco, CA

Lead User Experience Researcher

We are seeking a Lead User Experience Researcher to join NerdWallet’s growing User Experience Research team, specifically to create and manage a brand new program that measures user experience key performance indicators (KPIs) such as usability benchmarking and satisfaction with the NerdWallet user experience. 

NerdWallet aims to make personal finance refreshingly simple, helpful, and human. Your mission will be to help develop innovative new products and services, as well as improve existing ones. At its core, it’s about deeply understanding the needs and behaviors of our users, and generating actionable insights to drive product and design strategy. You will have the ability to contribute to strategy and high-impact projects right away. 

This role reports to the Director of User Experience Research. 

Where you can make an impact:

  • Identify best practices, processes, and tools to measure the impact of NerdWallet’s user experience through trended quantitative user experience research
  • Establish and run the user experience KPI program: develop metrics, plan and execute baseline measures and benchmarks at a to-be-determined cadence
  • Partner with qualitative user experience researchers, market researchers, data analysts, product leads, and business leads to perform in-depth analysis and provide insightful, 360 degree observations about customer behavior by integrating insights from a wide variety of sources
  • Drive change by communicating actionable insights to key stakeholders at every level across the company in a way that brings the voice of the customer to life and inspires effective product strategies
  • Adapt and innovate research practices to provide necessary rigor while realistically addressing tight timeframes of a rapidly growing, start-up culture company
  • Be seen as the internal expert on the pulse of the user experience 
  • Manage quantitative research vendors, tools, and budget
  • Mentor and lead more junior researchers
  • Evangelize user experience KPIs throughout the company

Your experience:

  • 6+ years of relevant work experience on mobile and/or web products, specifically in conducting quantitative research to measure the impact of products and services in an applied setting
  • Demonstrated experience using a wide variety of quantitative research methods (e.g. surveys, usability benchmarking, customer sentiment/loyalty/satisfaction, Google HEART metrics)
  • Track record of discovering, synthesizing, and socializing actionable insights that have influenced products in the world
  • Hands on experience with standard survey, usability benchmarking, and/or data analysis tools (e.g., Survey Monkey, Qualtrics, Userzoom, SPSS)
  • Self-driven and take initiative to identify research needs and creatively solve problems
  • Strategic thinker: can discover, interpret, and communicate user insights persuasively in a fast-paced and scrappy environment
  • Work well on an ego-free, highly collaborative, and cross-functional team
  • Stay abreast of the latest research methodologies
  • Comfortable familiarity with qualitative research techniques
  • Have a degree in Human Computer Interaction, Interaction Design, Human Factors, Statistics, Cognitive Science, Marketing, Behavioral Economics, or another relevant field, or equivalent practical experience 
  • Bonus: experience with behavioral economics, finance, or healthcare

What we offer: 

  • Competitive compensation package
  • 401(k) with company match
  • 100% paid premiums for medical, dental and vision for employee and their dependents
  • Paid maternity and paternity leave
  • Commuter, gym and cell phone stipend
  • $500 enrichment stipend towards learning and development for your role
  • Catered lunches daily, free dinner, and kitchens stocked full of snacks 
  • Onsite coffee bar with baristas
  • Company happy hours, social events and outings
  • Generous, flexible vacation 

NerdWallet is committed to pursuing and hiring a diverse workforce and is proud to be an equal opportunity employer. All qualified applicants will receive consideration for employment and will not be discriminated against on the basis of any characteristic protected by applicable federal, state or local law.

 

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