Sr. UX Researcher

About the role

The Charles Schwab Digital Retail organization is a multi-disciplinary group that includes user experience designers, visual designers, researchers, and content strategists. We work with strategic business and technology partners across the enterprise to build best-in-class digital experiences for our users. Our business is driven by our company strategy: “Through our clients’ eyes,” making it a dream place to work as a user experience researcher. Our purpose is to design tools and experiences that enable users to achieve their financial goals.

Responsibilities

• Set expectations with project teams and align stakeholders on research goals, scope, timelines, and success criteria.
• Create and maintain research schedules, recruiting plans, and study logistics to ensure smooth operational execution.
• Communicate status, decisions, tradeoffs, and next steps clearly with project teams and stakeholders.
• Review work with UX managers, keep them updated on project status, and escalate items appropriately.
• Work well with partners to deliver research and facilitate workshops or planning sessions that build alignment and shape direction.
• Thoughtfully listen to stakeholder needs and incorporate feedback to guide delivery strategically.
• Collaborate and adapt to shifting work priorities while maintaining rigor and insight quality.
• Advocate for user needs and maintain empathy and curiosity in understanding their perspectives.
• Partner with cross-functional teams to embed generative and evaluative research into product development.
• Use AI-enabled solutions to streamline operational tasks and scale analysis.
• Elevate research quality by defining best practices, ensuring methodological rigor, and supporting others in developing UX research knowledge and skills.
• Advocate for research in cross-functional forums and connect insights to measurable business value and ROI.
• Translate insights into compelling narratives and actionable recommendations.

Requirements

• 6+ years of experience in user experience research.
• Proficiency in running qualitative (interviews) and quantitative (surveys, click tests, navigation, etc.) research studies, with the ability to provide rationale for tradeoffs.
• Effective relationship builder with the ability to partner cross-functionally and work effectively with various levels of the organization and personality types.
• Ability to simultaneously run research for multiple product teams, managing shifting priorities with autonomy and initiative.
• Experimental and innovative mindset.
• Strong communication skills to convey complex messages, trade-offs, and compelling stories.
• Strong self-management skills, comfortable with substantial responsibility and aligning stakeholders on goals, scope, timelines, and schedules.
• Proficient in research tools such as UserZoom and UserTesting, including sessions with clients, advisors, and internal stakeholders.
• Comfort in a project-oriented work environment with a positive attitude and solid work ethic.

Qualifications

• Bonus: Experience applying the right statistics to analyze user data.
• Bonus: Advanced degree in applied psychology, experimental psychology, human factors psychology or engineering, human-computer interaction, anthropology, sociology, or similar people-science-related discipline.

Benefits

• Wellness: Medical, dental, vision, mental health, and other wellness programs.
• Work/Life Balance: Sabbatical, new mothers returning to work program, tuition reimbursement programs, time off to volunteer.
• Inclusion: Employee resource groups, commitment to diversity, strategic partnerships.
• Retirement & Financial: 401(k) with company match and Employee Stock Purchase Plan.
• Paid Time Off: Vacation, volunteering, and a 28-day sabbatical after every 5 years of service for eligible positions.
• Family Support: Paid parental leave and family-building benefits.
• Education: Tuition reimbursement.