Senior UX Researcher

About PetPlace PetPlace, a subsidiary of IPH, is building a digital first pet e-commerce platform with the aim of connecting key market services such as adoption, lost pet and insurance to make pet care easy. Whether it be adoption resources, insurance coverage, lost pet protection, or informative content, we strive to be a one-stop-shop for all your pet parenthood needs.

• Pet Place is hiring their first Sr. UX Researcher to help us understand what pet parents need, what they value and what they'll pay for. You'll report to the Head of Product, working across our consumer business and our shelter and vet partners.
• Your first priority will be helping us shape how we position and package our consumer offering as it evolves. That means understanding which pet parents need what, which services are worth paying for and in what form (bundled into a membership, offered as add-ons or sold on their own), how the pieces fit together, and how to make their value visible after purchase. You'll set up how PetPlace listens to customers, run the studies that answer our biggest product questions, and turn what you learn into decisions that leadership acts on.
• Run generative and evaluative research across the customer journey, from microchip registration and onboarding to purchase, renewal and claims.
• Lead research on positioning, packaging and pricing for current and new consumer products and services, including what to bundle, what to offer as add-ons and what to sell on its own. You'll use concept tests, value-proposition and message testing, willingness-to-pay methods and trade-off methods such as MaxDiff or conjoint.
• Build and prioritize customer segments with marketing and data partners, combining needs-based research with behavioral and purchase data.
• Set up a lightweight voice-of-customer program: regular interviews and surveys, plus analysis of existing signals such as call center transcripts, session recordings, consumer reviews and support tickets.
• Partner with analytics and product on experiments, so A/B tests answer the right questions and results are read with qualitative context.
• Run research with shelters and other key partners who sit at the top of our consumer funnel, including churn and win-back interviews.
• Prioritize requests across the business, decide what research is worth doing, and help PMs and designers run simple studies themselves.
• Present findings and recommendations to the product team and senior leadership in a way that shapes roadmap and commercial decisions.

Required

• A degree in a related field (HCI, psychology, market research, business, economics or similar), or equivalent experience.
• 5+ years in UX, consumer or market research, including work that changed how a product was positioned, packaged or priced.
• Hands-on experience with qualitative and quantitative methods, including survey design and at least one pricing or trade-off method (Van Westendorp, Gabor-Granger, MaxDiff or conjoint).
• Comfort working with behavioral data, analytics tools and A/B test results alongside your own studies.
• A portfolio or case studies showing how your research changed a business or product decision.
• Strong communication skills, including presenting to senior leaders.

Preferred

• Experience with subscription, membership, insurance or add-on services, or with pet, health or e-commerce businesses.
• B2B or SaaS research with professional users.
• SQL, or experience working closely with data teams.
• Experience with tools such as Qualtrics, Upsiide, Dovetail, Maze or UserTesting, and with Figma for testing concepts.
• Accessibility and inclusive research practices.
• Experience working in Agile product teams.

• National base pay range: $112,522 - $140,653 per year. Chicago base pay range: $123,774 - $154,718 per year. New York City base pay range: $135,026 - $168,784 per year. This is the range we reasonably expect to pay at hire. Placement within the range depends on job-related factors such as experience, skills, and certifications. This position is not eligible for bonus or incentive pay. Base pay is one part of a total rewards package that includes the benefits listed below.
• Please note that phone and video interviews or screenings may be recorded and transcribed using interview technology to support our recruitment process. By continuing with the interview, you consent to this use.
• If you provide a mobile phone number, you may receive job-related communications via text message. Message and data rates may apply. You may opt out of text communications at any time by replying “STOP.”
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• All of our jobs come with great benefits including healthcare, parental leave and opportunities for career advancements. Some offerings are dependent upon the location of where you work and can include the following
• Comprehensive full medical, dental and vision Insurance
• Basic Life Insurance at no cost to the employee
• Company paid short-term and long-term disability
• 12 weeks of 100% paid Parental Leave
• Health Savings Account (HSA)
• Flexible Spending Accounts (FSA)
• Retirement savings plan
• Paid holidays and company-wide Wellness Day off
• Paid time off to volunteer at nonprofit organizations
• Pet friendly office environment
• On the job training and skills development
• Employee Assistance Program (EAP)
• Interview Technology Notice
• Please note that phone and video interviews or screenings may be recorded and transcribed using interview technology to support our recruitment process.
• By continuing with the interview, you consent to this use.
• If you provide a mobile phone number, you may receive job-related communications via text message. Message and data rates may apply.
• You may opt out of text communications at any time by replying “STOP.”