UX Researcher — Audience and Product Experience Research

Note on Communication: Excellent spoken and written English is essential. You will independently conduct in-depth interviews with American customers. You must be able to build rapport, pick up on nuance, ask neutral follow-up questions, and communicate findings clearly and concisely.

WHAT WE ARE LOOKING FOR

• Proven experience independently planning and executing end-to-end UX research that directly influenced product decisions and business outcomes.
• Strong portfolio or case studies demonstrating your personal, hands-on contribution across generative and evaluative studies.
• Mastery of in-depth customer interviewing, neutral moderation, switch interviews, and usability testing.
• Deep practical experience with frameworks such as Jobs to Be Done (JTBD) and Strategyzer (Value Proposition Canvas, Test/Learning Cards).
• BIG BENEFIT: Analyst background or experience with product analytics tools (e.g. Mixpanel, Clarity, Google Analytics etc)
• Exceptional listening and communication skills; adept at presenting actionable insights to executive leadership and mentoring junior teammates.
• AI-proeficient but not AI-dependent

1. Clarify Our Product Portfolio & Customer Value

• Investigate who our products serve, the circumstances in which people use them, their Jobs to Be Done (JTBD), alternatives, unmet needs, and desired outcomes.
• Evaluate and refine existing customer segments and personas as new evidence emerges.
• Distinguish the reasons people initially subscribe from the value they experience through sustained, habitual use.
• Investigate acquisition, engagement, retention, and cancellation journeys to pinpoint where perceived value declines and what ultimately causes churn.
• Plan and conduct customer interviews, JTBD switch interviews, direct observation, and targeted surveys.
• Work with internal teams to screen, recruit, and schedule participants (including new, active, lapsed, and former subscribers, as well as prospective readers).
• Produce evidence-backed customer profiles, JTBD findings, journey maps, and Strategyzer Value Proposition Canvases to identify gaps, overlaps, and strategic priorities across our portfolio.

2. Define Success & Goals

• Help Product and Analytics define success from the customer's perspective: whether people accomplish their job, experience clear value, or encounter friction.
• Combine qualitative feedback with quantitative measures in product and membership scorecards.
• Help establish baseline metrics, define research measures, and inform targets.

3. Establish a Continuous Improvement Cycle

• Turn findings into testable hypotheses and help prioritize research and experimentation backlogs.
• Conduct concept, prototype, and usability tests; evaluate customer experience before and after release.
• Align on success criteria prior to testing.
• Use Strategyzer Test Cards and Learning Cards to document assumptions, methods, observations, and next steps.
• Share objective findings that support, challenge, or overturn proposals—recommending whether to expand, pivot, stop, or investigate further.

Remote-friendly.
Competitive pay.
Mission-driven company.