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Palo Alto, California

Senior Customer Experience (CX) Researcher


WHO WE ARE Next Insurance is reimagining and rebuilding insurance for small businesses. Our mission is to help entrepreneurs thrive through simple, tailored, and affordable coverage -- giving business owners more time and energy to focus on what’s important: Their business. From taking the claims process completely in-house, to making it unbelievably fast to purchase a policy, to crafting new ways to connect with and help small businesses thrive — we're just getting started. WHO WE NEED Next Insurance is looking for a Senior Customer Experience (CX) Researcher to help us deliver products that are unparalleled among business insurance companies. If you share our passion for simplicity, design thinking/customer empathy, and believe business product experiences should be strikingly better than the norm, then Next Insurance might be the next place for you.

Responsibilities:

As Next’s Senior CX Researcher, you’ll lead the charge with ample autonomy and resources to guide our product teams to new heights by:

Working closely with product designers and product managers on research needs for their products.

Lead research projects independently

Demonstrate a deep understanding of product business objectives

Coordinate recruitment efforts

Innovatively plan research to meet complex technical and business requirements

Conduct various types of research activities for complex applications, including surveys, site visits, benchmark studies, usability tests, heuristic evaluations, etc.

Collect data (in-lab & remote) and conduct data analysis

Report actionable findings concisely and effectively to cross-functional audiences

Introduce innovative research techniques and strategies that are engaging

Help to improve overall UX research process (new tools, techniques, etc.)

Manage projects and mentor/lead team members

Facilitate project communication across a multidisciplinary team through all phases of projects

Desired Skills and Experience:

4+ years of experience in conducting user experience research

Strong attention to detail and ability to manage multiple projects simultaneously

Experience working with cross-functional teams (including engineering, marketing, and UI design)

Excellent command of research methods with knowledge of when and how to apply various methods during each product phase

Strong communication skills (both written and verbal)

Ability to adapt well in a fast-paced, rapidly changing environment

A/B.S. (M.S. preferred) in Human Factors, Human Computer Interaction, Experimental Psychology, or a related field

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