Job Description
Overview:
We are seeking a Lead UX Researcher with a strong retail background to help shape and validate both digital and physical customer experiences. This role will focus on understanding real-world shopping behaviors, translating insights into actionable design direction, and rapidly testing solutions to ensure they truly work for customers.
You’ll partner closely with designers, product, and business stakeholders to document use cases, uncover pain points, and help guide experience improvements through research-driven insights.
Responsibilities:
- Document user use cases from a customer experience and UX perspective
- Create and map customer journeys across digital and physical touchpoints
- Conduct UX research to understand customer needs, behaviors, and pain points
- Observe in-store and shopping behaviors; analyze and document findings
- Identify edge cases, friction points, and complex problem areas within the experience
- Partner with design to create mockups and rapid prototypes
- Test proposed solutions with users to validate effectiveness and usability
- Synthesize research insights into clear, actionable recommendations
- Support iterative testing to answer the key question: Does this solution actually work for the user?
We are a company committed to creating diverse and inclusive environments where people can bring their full, authentic selves to work every day. We are an equal opportunity/affirmative action employer that believes everyone matters. Qualified candidates will receive consideration for employment regardless of their race, color, ethnicity, religion, sex (including pregnancy), sexual orientation, gender identity and expression, marital status, national origin, ancestry, genetic factors, age, disability, protected veteran status, military or uniformed service member status, or any other status or characteristic protected by applicable laws, regulations, and ordinances. If you need assistance and/or a reasonable accommodation due to a disability during the application or recruiting process, please send a request to HR@insightglobal.com.To learn more about how we collect, keep, and process your private information, please review Insight Global's Workforce Privacy Policy: https://insightglobal.com/workforce-privacy-policy/.
Required Skills & Experience
- 5+ years of professional experience in UX Research and Design.
- Experience in a Lead role
- Demonstrated experience in early-stage discovery for new products/features (Problem framing, opportunity identification, concept exploration, Hypothesis generation, defining success metrics with Product/Design)
- Has driven research across a 0→1 lifecycle (not only validation on an already-defined product).
- 3+ years conducting in-person field research in real-world contexts (e.g., retail, service environments, healthcare, hospitality, logistics, fitness/club settings, etc.).
- Proven experience studying how users interact with digital experiences while moving through a physical space (e.g., using an app while navigating aisles/locations/check-in/service desks).
- Ability to lead research end-to-end:
Study design → in-field execution → synthesis → storytelling → influencing roadmap/design
- Candidate must be able to present at least one detailed case study showing impact on product direction
Nice to Have Skills & Experience
- Strong background in retail environments (in-store, omnichannel, or ecommerce)
- Experience researching and designing both digital and physical experiences
- Ability to rapidly prototype, test, and iterate on ideas
- Hands-on experience with design and prototyping tools such as: Figma, Sketch, Adobe XD
Benefit packages for this role will start on the 1st day of employment and include medical, dental, and vision insurance, as well as HSA, FSA, and DCFSA account options, and 401k retirement account access with employer matching. Employees in this role are also entitled to paid sick leave and/or other paid time off as provided by applicable law.