RxBenefits is looking for a Lead UX Researcher passionate about understanding and improving user and product experiences across members, brokers, clients, and employees. This role partners closely with Experience Strategy, UX/UI Design, Product, and other stakeholders to identify knowledge gaps, guide product decisions, and ensure experiences are optimized for satisfaction and advocacy.
As a player/coach, the Lead UX Researcher balances hands-on execution of research studies-including IDIs, surveys, co-design sessions, concept testing, and usability studies-while mentoring and leading junior UX researchers. The role leverages experience metrics, Key Driver Analysis (KDA), segmentation, and CX frameworks to connect research insights directly to business and product outcomes. The Lead also uses research platforms and tools such as UserTesting.com, Qualtrics, and AI-powered research repositories to generate actionable, data-driven insights.
**Focus Areas:** Member Experience, Broker Experience, Client Experience, Employee Experience
_Essential Job Responsibilities Include:_
+ **Research Leadership & Execution**
1. Leads and contributes to UXR programs, exploratory and evaluative studies, and journey-level understanding of users, leveraging mixed-methods research.
2. Guides and executes complex research activities, including IDIs, surveys, JTBD interviews, co-design sessions, concept testing, and usability studies.
3. Acts as a player/coach, mentoring junior UX Researchers while remaining actively engaged in tactical research.
+ **Synthesis & Insight Delivery**
1. Synthesizes and presents UX and CX insights, experience trends, and key drivers (e.g., KDA) to stakeholders, ensuring findings are actionable and inform product and experience decisions.
2. Uses ongoing CX and UX measures (e.g., NPS, CES, task success, journey feedback) to understand performance over time and identify improvement opportunities.
+ **Program & System Ownership**
1. Maintains and evolves research programs and experience measurement systems, ensuring consistency, rigor, and alignment with organizational priorities.
2. Operates and optimizes research and testing platforms, including UserTesting.com, Qualtrics, and AI research repositories, and applies segmentation and data analysis to generate actionable insights.
3. Supports the management and enhancement of user testing platforms and feedback channels for rapid insight generation.
+ **Advocacy & Culture**
1. Advocates for user needs throughout the product development lifecycle, ensuring research informs design, product, and business decisions.
2. Articulates and reinforces the value of human-centered design, UXR, and CX insights across teams.
_Required Skills / Experience:_
+ Bachelor's degree in marketing, business management, design strategy, or equivalent.
+ 8-10 years of demonstrated UX or research experience.
+ Proven experience leading, mentoring, and developing other researchers.
+ Experience planning, executing, and overseeing multi-study research programs using mixed-methods approaches.
+ Experience presenting findings and influencing cross-functional teams.
+ Demonstrated ability to prioritize research for decision-ready insights in fast-moving environments.
+ Strong grounding in human-centered design, UXR methods, journey-based research, and service design principles.
+ Experience working with experience metrics and driver-based analysis (e.g., NPS, CES, KDA) to understand what drives satisfaction, loyalty, and advocacy.
+ Ability to connect research and experience data to product, service, and design decisions.
+ Hands-on experience with UserTesting.com, Qualtrics, and AI-powered research repositories.
+ Experience conducting segmentation and quantitative/qualitative data analysis to surface insights and identify experience drivers.
_Preferred Skills/Experience:_
+ Healthcare knowledge and experience.
+ Human-centered design or UX research certifications.
+ Proficiency in data analysis and visualization tools (PowerBI, Tableau).
_Based on relevant market data and other factors, the anticipated hiring range for this role is $132,000 to $165,000 annually. Final compensation rates will be determined based on various factors, including but not limited to experience, skills, knowledge, and internal equity considerations. This role is also short-term incentive eligible. Incentive amounts will vary by individual and business goals._
_We are committed to fair and equitable compensation practices. The final salary offered to the selected candidate may vary from the posted range due to individual qualifications. Our goal is to ensure that all teammates are compensated fairly and competitively based on their contributions to our organization._
_RxBenefits is also committed to providing best in class benefits to our teammates. We offer a robust total rewards package that includes:_
+ _Remote first work environment_
+ _Choice of a HDHP or PPO Medical plan, we pay 100% of the premium for the HDHP for you and your eligible family members_
+ _Dental, Vision, Short- and Long-Term Disability, and Group Life Insurance that we also pay 100% of premiums (for your family too on Dental and Vision)_
+ _Additional buy-up options for Short- and Long-Term Disability and Life Insurance_
+ _401(k) with an employer match up to 3.5% available after 60 days_
+ _Community Service Day to give back and support what you love in your community_
+ _10 company holidays including MLK Day, Juneteenth, and the day after Thanksgiving plus a floating holiday to use as you like_
+ _Reimbursements for high-speed internet, we'll send you a computer and monitors to help you do your best work_
+ _Tuition Reimbursement for accredited degree programs_
+ _Paid New Parent Leave that can be used for adoption or birth_
+ _Pet insurance to protect your furbabies_
+ _A robust mental health benefit and EAP service through Spring Health to support you when you need it most_
RxBenefits provides equal opportunities for everyone who works for us and everyone who applies to join our team, without regard to sex or gender, gender identity, gender expression, age, race, religious creed, color, national origin, ancestry, pregnancy, physical or mental disability, medical condition, genetic information, marital status, sexual orientation, any service, past, present, or future, in the uniformed services of the United States (military or veteran status), or any other consideration protected by federal, state, or local law.