User Experience Researcher Dig Booking

New York, NY

Full-time

Hybrid

$90K/yr - $129K/yr

Entry, Mid Level

JetBlue is committed to enhancing air travel by prioritizing customers and communities. The User Experience Researcher will conduct qualitative and quantitative research to improve the booking experience, collaborating with various teams to ensure user needs are met and effectively communicated.

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Responsibilities

Design, organize and implement user research projects (such as A/B tests, field studies, user surveys, contextual inquiry, accessibility usability testing, user interviews and moderated and unmoderated usability tests) to uncover both foundational and evaluative insights.
Partner with product managers, designers and other stakeholders to prioritize research efforts and guide product development and feature refinement.
Collaborate with cross-functional teams and business partners to understand complex business requirements and incorporate them into research studies.
Create and maintain a system of documentation and communication to effectively share research findings with designers, developers, product managers, and other stakeholders.
Proselytize current industry best practices, trends and advancements in user experience research methodologies and incorporate innovative techniques into research to gather customer insights.
Maintain our team’s user research platform including internal and external partners.
Identify, recruit, and engage with participants, including those who use assistive technologies, to ensure the correct target audience is reached for research studies.
Perform other duties as assigned.

Qualification

Required

High School Diploma or General Education Development (GED) Diploma
Two (2) years of experience or equivalent expertise in applied user experience research, with a strong focus on both quantitative and qualitative research methods
Proven ability to derive insights from studies and influence design
Strong working knowledge of Microsoft Office Suite, including Outlook, Excel, and Word
Excellent verbal and written communication skills and the ability to interact professionally with diverse stakeholders at all levels of the organization, including the ability to exercise good judgment in frequency and nature of communications to different parties (senior management, stakeholders, team members, etc.)
Ability to work well with others and complete tasks with minimal supervision
Effective time management and prioritization skills
Available for overnight travel (10%)
Must pass a pre-employment drug test
Must be legally eligible to work in the country in which the position is located
Authorization to work in the US is required. This position is not eligible for visa sponsorship

Preferred

Bachelor’s degree in Psychology, Statistics, Human-Computer Interaction, Information Systems or a related field
Four (4) years of experience or equivalent expertise in applied user experience research, with a strong focus on both quantitative and qualitative research methods
Working knowledge of industry standards in Agile project management
Strong interpersonal and demonstrated facilitation skills including the ability to motivate and influence others using data, and able to foster and contribute to a positive, upbeat team environment
Experience leveraging varied tools for research (for example UserTesting, UserZoom, Figma, Balsamiq, Miro, Userlytics, Maze, FullStory)

Benefits

Healthcare benefits
401(k) plan and company match
Crewmember stock purchase plan
Short-term and long-term disability coverage
Basic life insurance
Free space available travel on JetBlue

When JetBlue first took flight in February 2000, our founding goal was to bring humanity back to air travel, and over two decades later, we still put our customers, crewmembers and communities at the center of everything we do.

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