UX Researcher

SquareTrade is the fastest growing company of its kind. We’re revolutionizing a $30b industry with service innovation and attention to customer satisfaction. We partner with some of the largest, most sophisticated retailers and carriers in the world (Amazon, Walmart, The Home Depot to name a few), consistently win industry awards, have received tens of thousands of 5-star reviews… and we’re just getting started. A member of the Allstate family, SquareTrade has headquarters in San Francisco and London. We are currently expanding in Europe and Asia Pacific, including Japan and Australia.

In this role, we are looking for a UX Researcher with a strong background in UX design to shape the future of digital claims experiences and agent workflows in the insurtech space. This remote role is focused on understanding user needs, behaviors, and pain points to inform data-driven product decisions.

You will lead user research initiatives while leveraging your UX design expertise to ensure research findings translate into actionable, intuitive, and human-centered experiences. Working closely with product managers, designers, content writer, and engineers, you will help optimize the claim filing experience, enhance agent tools, and create seamless interactions across our apps.

This role is ideal for someone who is passionate about research-driven design and thrives on uncovering user insights and understands how to apply them to create intuitive, user-friendly digital experiences.

Responsibilities

User Research & Behavioral Insights

• Lead qualitative and quantitative research initiatives (e.g., user interviews, surveys, usability testing, site intercepts, benchmarking) to uncover challenges in digital customer journeys and agent workflows.
• Analyze customer journeys, claims success rates, call volumes, and other data patterns to identify areas for improvement working closely with the UX colleagues.
• Utilize research tools such as research platforms (e.g., Userlytics, User Testing, UserZoom) to recruit study participants and plan studies.
• Leverage Qualtrics, data analytics, VOC (Voice of Customer) platforms, and behavioral analytics to extract insights.
• Synthesize findings into personas, journey maps, and research reports to guide product strategy.
• Report the research results to the product team, leadership, and external partners.

Collaboration & Product Impact

• Partner with product managers, business stakeholders, and other cross-functional teams to align research findings with business and user needs.
• Advocate for human-centered design by ensuring research insights directly influence product decisions.
• Measure and report the impact of research-driven design improvements using KPIs such as UX metrics,  claim cost, channel switching, NPS, CES, and call volume reduction metrics.

• Master's degree or higher in cognitive psychology, sociology, human-computer interaction, information science, service design or equivalent field preferred
• 3+ years of practical experience in UX research preferably in large enterprise working environments
• Minimum of 1 year of demonstrated working experience in UX/UI design
• Proficiency in qualitative and quantitative user research methodologies (e.g., user interviews, usability testing, surveys, site intercepts, benchmarking, behavioral analytics).
• Strong ability to translate research insights into actionable design recommendations; a firm believer in thorough experimentation as a prerequisite for a full solution.
• Working knowledge of research platforms and study participant recruiting (e.g., Userlytics, User Testing, UserZoom).
• Familiarity of Qualtrics, VOC (Voice of Customer) methodologies, and behavioral data analysis is a plus.
• Experience with presenting research results at the level of detail needed by a variety of audiences, in both oral and written formats.
• Experience with Figma design and prototyping is a plus.
• Familiarity with AI-driven UX, automation workflows, and claims processing tools is a plus.
• Excellent communication skills with the ability to collaborate across product, design, and engineering teams.
• Ability to work in agile environment - nimble and able to pivot fast.
• Ability to manage ambiguities and shifting priorities with ease
• Deeply curious, empathetic, strategic, collaborative, and customer-obsessed  

At SquareTrade you'll have access to: 

• Medical, dental and vision coverage with network optionality to support our dispersed workforce
• HSAs and FSAs
• Open access to mental health benefits including 1:1 therapy, coaching sessions and digital resources
• $75 monthly allowance to support self-care and well-being
• Up to 4% company match into 401(k)
• Supportive leave policies including paid parental, grieving and loss, and domestic violence protected leaves
• Paid Time Off 
• Work flexibility
• Talent shares
• Tuition reimbursement
• Learning opportunities
• Hybrid work arrangements
• $80 monthly internet connectivity stipend
• Various corporate perks and discounts

The Team:  http://www.squaretrade.com/leadership   

SquareTrade is proud to be an Equal Employment Opportunity employer. We are committed to creating an inclusive work environment for all employees. We celebrate diversity and encourage applications from all qualified individuals regardless of race, religion, color, national origin, sex, gender identity, gender expression, sexual orientation, age, marital status, veteran status, or ability status.  

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