Senior Associate, Qualitative UX Researcher, Field Experiences

New York Life • New York, NY

3d • $90,000 - $128,500 • Hybrid

About The Position

New York Life provides a broad ecosystem of digital tools and platforms that enable our agents, advisors, and field managers to successfully operate and grow their businesses. These “Field Experiences” span CRM systems, reporting dashboards, marketing tools, task management platforms, and other essential solutions. As a Qualitative UX Researcher dedicated to Field Experiences, you will partner with Design and Product to drive user-centered decisions through rigorous research, ensuring our tools are intuitive, effective, and aligned to the real-world needs of our field force.

Requirements

• Bachelor’s degree in Human-Computer Interaction, Psychology, Communications, Design, or related field (or equivalent experience)
• Minimum 3–5 years of professional experience conducting qualitative UX research
• Demonstrated ability to independently plan and execute end-to-end research studies
• Experience working with unmoderated research tools (e.g. UserTesting, Maze, Dscout) and design tools (e.g. Figma)
• Strong moderation, interviewing, and facilitation skills
• Experience synthesizing qualitative findings into structured, business-relevant insights
• Proven ability to collaborate effectively in cross-functional, matrixed environments
• Excellent written and verbal communication skills
• A portfolio or work examples demonstrating end-to-end qualitative research experience, including methodology, synthesis, and impact on product or business decisions

Nice To Haves

• Experience in complex, highly regulated, or enterprise environments (financial services, insurance, or B2B2C environments)
• Experience conducting research on AI-enabled tools/products
• Familiarity with mixed-method research approaches
• Experience working within agile or iterative product development frameworks

Responsibilities

• Develop comprehensive research plans aligned to product objectives and organizational priorities
• Select and apply appropriate qualitative methodologies (e.g., in-depth interviews, usability testing, contextual inquiry, diary studies)
• Coordinate participant recruitment in partnership with internal or external support
• Develop research screeners, discussion guides, and session materials as needed
• Conduct research sessions with professionalism and methodological rigor
• Apply structured analytical approaches to identify patterns, themes, and key findings
• Synthesize qualitative data into clear, actionable insights and recommendations
• Translate research findings into executive-ready presentations and documentation
• Tailor communications to a range of audiences, from design and product teams to senior leadership
• Connect user insights to measurable business and product impact
• Establish and maintain strong working relationships with Designers, Product Managers, and other stakeholders
• Partner with the Analytics teams to integrate qualitative insights with quantitative data, ensuring research findings are grounded in behavioral trends and performance metrics
• Proactively identify and pitch research opportunities throughout the product development lifecycle
• Advocate for user-centered decision-making across teams and throughout the design and development process
• Support research standards, documentation practices, and knowledge management
• Contribute to shared tools, templates, and best practices within the UX research function
• Proactively look for ways to improve the UXR practice overall
• Experiment with generative AI tools within NYL guidelines to enhance productivity and improve velocity of research work

Benefits

• We provide a full package of benefits for employees – and have unique offerings for a modern workforce, including leave programs, adoption assistance, and student loan repayment programs.
• Based on feedback from our employees, we continue to refine and add benefits to our offering, so that you can flourish both inside and outside of work.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level