User Researcher, Merchant Operations

Bask Health

14h

About The Position

Bask Health is seeking a User Researcher focused on merchant operations to investigate how business owners and operational teams use its software platform to run their businesses. The role centers on understanding real operational behavior: how merchants organize work, move between platform areas, interpret operational information, coordinate tasks, and complete routine administrative workflows. Research may cover dashboards, order workflows, subscriptions, product configuration, account administration, reporting, and related tools. The researcher will conduct interviews, observe workflows, run usability studies, evaluate prototypes, and incorporate available behavioral data and operational feedback. They will identify unnecessary steps, repetitive work, confusing processes, and other sources of friction, while considering differences between merchant segments and interactions with authorized stakeholders. Research involving healthcare-related business workflows must respect user permissions, privacy requirements, and professional boundaries. The role works closely with product managers, designers, engineers, Customer Success, and support teams. The researcher will develop research plans and materials, document workflows and task analyses, synthesize findings, and provide actionable recommendations to improve efficiency and usability as merchants' businesses grow.

Requirements

At least 3 years of professional experience in user research, UX research, product research, or a closely related field.
A portfolio or case studies demonstrating research for digital products.
Experience researching business software or complex operational workflows.
Strong understanding of qualitative research methods.
Experience conducting user interviews and usability studies.
Ability to observe and analyze how users complete real-world tasks.
Experience developing research plans and study objectives.
Familiarity with workflow mapping and task analysis.
Ability to identify operational friction and process inefficiencies.
Experience evaluating administrative interfaces or complex web applications.
Strong analytical and qualitative synthesis skills.
Ability to turn research findings into actionable product recommendations.
Experience collaborating with product managers and product designers.
Ability to communicate findings to technical and nontechnical stakeholders.
Familiarity with product discovery and iterative development processes.
Understanding of information architecture and interaction design principles.
Experience researching workflows involving multiple steps or user roles.
Familiarity with participant recruitment and screening.
Understanding of research ethics and informed consent.
Experience incorporating customer feedback into research activities.
Familiarity with quantitative data and product analytics.
Strong written and verbal communication skills.
Excellent attention to detail and research quality.
Ability to manage multiple research priorities.
Ability to independently deliver research projects in a cross-functional environment.

Nice To Haves

Experience researching B2B SaaS platforms.
Familiarity with merchant operations and business management software.
Experience conducting research for e-commerce platforms.
Understanding of Shopify or comparable commerce ecosystems.
Experience researching order management and fulfillment-related workflows.
Familiarity with subscription management and recurring billing processes.
Understanding of merchant reporting and operational dashboards.
Experience researching administrative workflows involving multiple user roles.
Familiarity with account permissions and team management interfaces.
Experience studying operational handoffs between different teams or systems.
Understanding of white-label or multi-tenant SaaS platforms.
Background in healthcare technology or telehealth platforms.
Familiarity with healthcare-related operational processes.
Experience collaborating with Customer Success or implementation teams.
Familiarity with UserTesting, Maze, Dovetail, or comparable research platforms.
Experience evaluating Figma prototypes.
Understanding of mixed-methods research approaches.
Experience combining qualitative research with product analytics.
Familiarity with service blueprinting and operational journey mapping.
Experience working in fast-moving, cross-functional product teams.

Responsibilities

Conduct research into merchant operations and administrative workflows on the Bask Health platform.
Study how merchants manage day-to-day business activities and complete recurring tasks.
Interview business owners, administrators, and authorized operational users.
Observe merchant workflows and analyze how users complete real-world tasks.
Research and evaluate merchant dashboards, order workflows, subscription management, product configuration, account administration, reporting, and other operational tools.
Identify repetitive tasks, unnecessary steps, workflow inefficiencies, and friction across platform tools.
Study operational handoffs involving merchants and other authorized stakeholders.
Develop research plans, interview guides, and workflow observation materials.
Create workflow maps and task analyses documenting how merchants complete work.
Conduct usability studies of administrative tools and operational interfaces, and evaluate prototypes for proposed improvements.
Identify differences in operational needs across merchant segments.
Collaborate with Customer Success and support teams to identify recurring merchant challenges and inform research priorities.
Partner with product managers to define operational research questions and priorities.
Work with product designers to simplify administrative workflows.
Collaborate with engineers to understand technical constraints and system behavior.
Incorporate available product analytics and operational feedback into research.
Analyze qualitative data to identify recurring operational patterns.
Translate findings into actionable recommendations to improve task efficiency and usability.
Present research findings to product, design, engineering, and relevant operational teams.
Maintain organized research documentation and reusable workflow insights.