Lead UX Researcher

| Santa Monica
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Route is a one-click premium shopping experience for online ordering, and the only way to view all of your online orders, from any merchant, in one place. Online shoppers can insure and visually track everything they order online in one centralized app. E-commerce merchants from boutique brands to household names can add Route to their website empowering one-click solutions for their customers for shipping insurance, visual package tracking, and one-click claim handling. With offices in both Silicon Slopes, Utah (HQ) and Santa Monica, California, Route embodies a creative lifestyle partnered with innovative tech to build a one of a kind global brand.

WHO YOU ARE

Making Route better for users and merchants around the world brings deeply interesting UX challenges across language, behaviors, and ultimately, culture. We’re always on the lookout for people who are excited to work on hard problems at a global scale in a friendly, collaborative environment.

As the Lead UX Researcher, you will help build out and support the entire research process, collaborating closely with cross-functional counterparts in Product Management, Product Design, Marketing, and Engineering to influence key strategy and execution decisions. The scope of work will encompass both consumer tech and B2B. You will help define future features and products as you spearhead a human-centered decision-making process and develop the most useful and usable product experiences for Route’s audience.

You will work with teams to incorporate people-centric thinking from problem definition to post-launch iteration. We ask thoughtful research questions, conduct contextual research, frame problems, synthesize insights, evaluate concepts or prototypes, and assist with launches and releases.

In addition to informing product and UX throughout projects, we also work on broader internal initiatives to cultivate user and merchant empathy throughout Route.

WHAT YOU’LL DO

  • Ensuring our platform considers the full range of needs across language, culture, and local commerce behaviors. While we may share the platform, user and merchant needs vary greatly around the world.
  • Partnering with leadership across design, product management, growth, marketing, operations, and analytics to influence product design and innovation.
  • Building out our research roadmap to help align cross-functional teams around a shared vision for research at Route.
  • Initiating and conducting generative, iterative, and evaluative research to provide feedback on concepts, designs, and the end-to-end user experience.
  • Leading qualitative research with partners and outside vendors
  • Sharing findings to diverse audiences through written reports, in-person presentations, and creative design tools and assets for product stakeholders to use.
  • Presenting research findings and strong recommendations to executives, global teams and stakeholders of research.
  • Shaping how our product teams, including UX, engineering and product management collaborate to produce a world-class offering. The team is still in the fundamental forming and storming stages as a product team. We’re building to the needs of our users and merchants while hardening our institutional knowledge.

WHAT YOU HAVE

  • Experience building out a global research program, in a product development or service design context. Hands-on experience scoping and prioritizing research questions, research planning, data gathering, analysis, summarizing, and sharing findings.
  • Examples of projects where your research insights led to better informed design decisions (e.g. to guide product roadmaps, strategy decisions).
  • Experience applying a range of research methods.
  • Familiarity with combining qualitative and quantitative data.
  • Examples of how you influenced teams or companies to become more people-centred.
  • Proven ability to build relationships between disciplines and cultivate collaboration.

It's a bonus if you have:

  • Experience with global field research
  • Spoken at conferences or written about research, UX, design, or strategy.
  • Skills, hobbies, or experience that have given you a unique perspective on UX research.

We know that applying to a new role takes a lot of work and we truly value your time. We're looking forward to reading your application. If you’re interested in helping us shape the future of commerce around the world, send us a few samples of your work: portfolio, wireframes, UX flows, publications, or whatever represents what you do best.

Benefits:

Route offers an array of benefits including generous salaries, stock options, 100% healthcare coverage, and an unlimited PTO policy.

EOE

Route is an Equal Opportunity Employer. We embrace diversity and equal opportunity in a serious way. We are committed to building a team that represents a variety of backgrounds, perspectives, and skills. The more inclusive we are, the better our work will be.

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Technology we use

  • Engineering
  • Product
  • Sales & Marketing
    • GolangLanguages
    • JavaLanguages
    • JavascriptLanguages
    • KotlinLanguages
    • SqlLanguages
    • SwiftLanguages
    • jQueryLibraries
    • jQuery UILibraries
    • ReactLibraries
    • ReduxLibraries
    • Node.jsFrameworks
    • TensorFlowFrameworks
    • React.jsFrameworks
    • CassandraDatabases
    • HiveDatabases
    • MongoDBDatabases
    • MySQLDatabases
    • PostgreSQLDatabases
    • RedisDatabases
    • Google AnalyticsAnalytics
    • OptimizelyAnalytics
    • AxureDesign
    • IllustratorDesign
    • PhotoshopDesign
    • SketchDesign
    • UXPinDesign
    • AsanaManagement
    • JIRAManagement
    • TrelloManagement
    • WordpressCMS
    • SalesforceCRM
    • MarketoLead Gen

An Insider's view of Route

What projects are you most excited about?

We have so many exciting projects going on. One of them is merchant branded content. This feature allows a merchant to promote their brand and products to their customers when they track their package delivery status. Meanwhile, it’s a great opportunity for consumers to engage with the brands and explore more products. It’s a win-win solution.

Shawn

Senior Product Manager

How has your career grown since starting at the company?

Working at Route has been a game-changer for my career. Having the opportunity to work with so many talented engineers pushes me to do my best every single day. I'm always learning something new from our team. Route promotes an incredible culture of radical condor, creating an environment where you know you can give and receive proper feedback.

Rafael

Lead Software Engineer

How do you make yourself accessible to the rest of the team?

"I strive to enable the success of everyone on my team by providing a well defined engineering philosophy and fostering a culture that is built around low-ego, transparency, collaboration, and continuous improvement. My door is always open and I find the most rewarding part of my job to be helping others."

Ryan

CTO

What makes someone successful on your team?

For my team, the ability to quickly adapt, pivot & get creative, especially in the current covid climate, is key. The event & experiential marketing industries are changing more rapidly than ever so being able to keep a finger on the pulse of those changes, make shifts, think outside of the box is what makes our team successful (and badass!).

Kristin

Experiential Marketing Manager

What are Route Perks + Benefits

Route Benefits Overview

Route offers an array of benefits including generous salaries, stock options, 100% healthcare coverage, and an unlimited PTO policy.

Route is an Equal Opportunity Employer. We embrace diversity and equal opportunity in a serious way. We are committed to building a team that represents a variety of backgrounds, perspectives, and skills. The more inclusive we are, the better our work will be.

Culture
Volunteer in local community
Partners with Nonprofits
Friends outside of work
Eat lunch together
Intracompany committees
Route has an active culture committee that manages celebrations, programs and resource groups for all employees to have a deeper sense of belonging, support, growth and development.
Daily sync
Open door policy
Team owned deliverables
Team based strategic planning
Group brainstorming sessions
Open office floor plan
Diversity
Documented equal pay policy
Dedicated Diversity/Inclusion Staff
Unconscious bias training
Diversity manifesto
Someone's primary function is managing the company’s diversity and inclusion initiatives
Mean gender pay gap below 10%
Diversity Employee Resource Groups
Health Insurance & Wellness Benefits
Flexible Spending Account (FSA)
Dental Benefits
Vision Benefits
Health Insurance Benefits
Life Insurance
Wellness Programs
Onsite Gym
Team workouts
Mental Health Benefits
Retirement & Stock Options Benefits
401(K)
Company Equity
Employee Stock Purchase Plan
Performance Bonus
Child Care & Parental Leave Benefits
Generous Parental Leave
Company sponsored family events
Vacation & Time Off Benefits
Unlimited Vacation Policy
Generous PTO
Route proudly offers unlimited PTO to all full-time employees.
Paid Holidays
Perks & Discounts
Beer on Tap
Casual Dress
Company Outings
Stocked Kitchen
Some Meals Provided
Happy Hours
Parking
Recreational Clubs
Relocation Assistance
Fitness Subsidies
Professional Development Benefits
Job Training & Conferences
Diversity Program
Lunch and learns
Cross functional training encouraged
Promote from within
Online course subscriptions available
Customized development tracks

Additional Perks + Benefits

This is only the beginning of what we are looking to create here at Route. We embrace a unique office environment that strives to celebrate the little things on a daily basis, offers opportunities to stretch our skillsets and fully invest in exploration and self discovery. Experiential benefits are on the very near horizon!

We are currently building a new office space in the heart of Santa Monica! The new location features a beautiful outdoor space to accommodate the numerous events planned in the future!

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