User Experience Researcher/Manager - Chicago/Charlotte

Posted on Apr 14 20 views Charlotte, NC

The world isn’t standing still, and neither is Allstate. We’re moving quickly, looking across our businesses and brands and taking bold steps to better serve customers’ evolving needs. That’s why now is an exciting time to join our team. You’ll have opportunities to take risks, challenge the status quo and shape the future for the greater good.

You’ll do all this in an environment of excellence and the highest ethical standards – a place where values such as integrity, inclusive diversity and accountability are paramount. We empower every employee to lead, drive change and give back where they work and live. Our people are our greatest strength, and we work as one team in service of our customers and communities.

Everything we do at Allstate is driven by a shared purpose: to protect people from life’s uncertainties so they can realize their hopes and dreams. For more than 89 years we’ve thrived by staying a step ahead of whatever’s coming next – to give customers peace of mind no matter what changes they face. We acted with conviction to advocate for seat belts, air bags and graduated driving laws. We help give survivors of domestic violence a voice through financial empowerment. We’ve been an industry leader in pricing sophistication, telematics, digital photo claims and, more recently, device and identity protection. We are the Good Hands. We don’t follow the trends. We set them.

Job Summary

The User Experience (UX) organization is a multi-disciplinary services organization that designs user interactions and experiences with devices, systems and services that provide an overall positive, engaging and productive experience. The organization serves the varying user experience and design needs across the Enterprise and is comprised of UX Designers, Interactive Content Writers, Design Research and Usability Analysts, Creative Technologists and Interactive Visual Designers that come together to design delightful experiences.

UX Research captures end-user needs and goals through a number of research and analysis methods. They also plan, coordinate and conduct evaluative usability testing throughout the design process.

The User Experience (UX) Research Expert will oversee and execute a variety of UX research programs ranging from contextual inquiry, in-depth interviews to interface evaluations and usability testing. This position will plan and oversee a variety of UX research efforts. The Expert will also be expected to provide thought leadership and innovative ideas to drive improvements across the customer experience lifecycle.

Key Responsibilities
  • Act as a customer advocate, working with multidisciplinary teams, often in parallel across the organization to help improve and refine the customer experience on a continual basis
  • Conduct foundational research and apply insights enterprise wide across the organization, leading and executing a variety of research programs ranging from ethnographies, contextual inquiry, and focus group moderation to in-depth interviews and various forms of design prototype evaluation
  • Provide support to UX project and business teams throughout the PDLC from planning and discovery through iterative design, implementation and beyond
  • Execute independently and/or lead others to plan, recruit, execute, analyze and report out findings.
  • Provide thought leadership and innovative ideas to drive improvements across the customer experience lifecycle
  • Lead multidisciplinary teams/projects through an entire design process, from planning, research and synthesis through to concept, prototype and implementation
  • Create estimates and project plans related to UX research efforts for high complex and strategic projects
  • Plan and oversee research initiatives to gather end-user requirements
  • Plan and facilitate teams in the creation of journey maps, user profiles, user scenarios and research objectives, aligned with project and business goals
  • Plan and facilitate workshops and design sessions with senior level stakeholders
  • Develop and educate others in evaluation techniques and incorporate industry best practices
  • Create and provide formal education on design research to all levels of the company
  • Define and refine UX research processes and influence higher levels in the company to promote the value of UX Research
  • Utilize project/program insights to identify and form larger connections that impact key initiatives across the organization and the enterprise as a whole
  • 7 or more years of relevant experience within a research function required
  • 2 – 5 years managing project teams or UX researcher teams
  • Experience coordinating and directing design research projects and usability tests
  • Demonstrated experience planning and selecting the optimal research method for a given project
  • Must be a highly motivated and passionate leader in the UX Research area that thrives on developing peers and processes to create a top notch UX Research organization
  • Strong interpersonal skills, ability to quickly build rapport and establish credibility, thrives in collaborative work
  • Extremely strong communication skills and demonstrated success designing, planning and facilitating workshops/design sessions
  • Expertise in ethnographic research methods, product and/or service design research and strong analytical ability
  • Strong communication skills and demonstrated success facilitating workshops/design sessions
  • Four year degree, Master’s preferred, in Human Factors/Human Computer Interaction, Cognitive or Experimental/Social Psychology, Cognitive Science or related field

The candidate(s) offered this position will be required to submit to a background investigation, which includes a drug screen.


Good Work. Good Life. Good Hands®.


As a Fortune 100 company and industry leader, we provide a competitive salary – but that’s just the beginning. Our Total Rewards package also offers benefits like tuition assistance, medical and dental insurance, as well as a robust pension and 401(k). Plus, you’ll have access to a wide variety of programs to help you balance your work and personal life -- including a generous paid time off policy. For a full description of Allstate’s benefits, visit

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Allstate generally does not sponsor individuals for employment-based visas for this position.


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