Senior UX Researcher

PetPlace•New York, NY

6d•$112,522 - $168,784•Remote

About The Position

Pet Place is hiring its first Senior UX Researcher to understand the needs, values, and willingness to pay of pet parents. Reporting to the Head of Product, the researcher will work across the consumer business and with shelter and veterinary partners. A primary focus is shaping the positioning and packaging of the consumer offering, including understanding customer needs, which services merit payment, how services should be bundled or sold, and how to communicate their value after purchase. The role will establish how Pet Place listens to customers, lead research on important product questions, and turn findings into decisions acted on by leadership.

Requirements

A degree in a related field such as HCI, psychology, market research, business, or economics, or equivalent experience.
At least 5 years of experience in UX, consumer, or market research, including work that changed how a product was positioned, packaged, or priced.
Hands-on experience with qualitative and quantitative research methods, including survey design and at least one pricing or trade-off method such as Van Westendorp, Gabor-Granger, MaxDiff, or conjoint.
Comfort working with behavioral data, analytics tools, and A/B test results alongside independent research studies.
Hands-on fluency with AI tools across the research workflow, from planning and recruiting through analysis and synthesis, with the ability to explain how they support more studies and faster insights while maintaining rigorous, customer-grounded work.
A portfolio or case studies demonstrating how research changed a business or product decision.
Strong communication skills, including the ability to present to senior leaders.

Nice To Haves

Experience with subscription, membership, insurance, or add-on services, or with pet, health, or e-commerce businesses.
B2B or SaaS research experience with professional users.
SQL skills or experience working closely with data teams.
Experience with tools such as Qualtrics, Upsiide, Dovetail, Maze, or UserTesting, and with Figma for concept testing.
Knowledge of accessibility and inclusive research practices.
Experience working in Agile product teams.

Responsibilities

Run generative and evaluative research across the customer journey, from microchip registration and onboarding through purchase, renewal, and claims.
Lead research on positioning, packaging, and pricing for existing and new consumer products and services, using methods such as concept tests, value-proposition and message testing, willingness-to-pay methods, MaxDiff, or conjoint.
Build and prioritize customer segments with marketing and data partners by combining needs-based research with behavioral and purchase data.
Establish a lightweight voice-of-customer program through regular interviews and surveys, and analyze existing signals such as call center transcripts, session recordings, consumer reviews, and support tickets.
Partner with analytics and product teams on experiments, ensuring A/B tests address relevant questions and results are interpreted with qualitative context.
Conduct research with shelters and other key partners at the top of the consumer funnel, including churn and win-back interviews.
Prioritize research requests across the business, determine which research is worthwhile, and help product managers and designers conduct simple studies themselves.
Present findings and recommendations to the product team and senior leadership to influence roadmap and commercial decisions.