User Researcher, Merchant Experience

Bask Health

15h

About The Position

Bask Health is seeking a User Researcher, Merchant Experience to study the entrepreneurs, business owners, and healthcare organizations that use its platform to operate direct-to-consumer telehealth businesses. The platform combines merchant storefronts, patient experiences, clinical workflows, pharmacy operations, and commerce tools. This hands-on role focuses on understanding merchant needs, behaviors, challenges, and expectations across the full journey—from onboarding and storefront setup to business configuration, product management, subscriptions, reporting, and ongoing platform operations. The researcher will use qualitative interviews, usability testing, workflow observation, product discovery, and merchant feedback analysis to understand how people use the platform in real situations. They will examine differences across merchant segments and business maturity levels, and distinguish merchant business operations from clinical and pharmacy workflows. Research findings will inform improvements to onboarding, dashboards, configuration workflows, product management tools, and other merchant-facing capabilities. Working closely with product managers, designers, engineers, Customer Success, and other teams, the researcher will identify recurring problems, prioritize research opportunities, and communicate actionable recommendations. They will independently manage research initiatives from planning through synthesis and presentation, incorporate available analytics and operational feedback, and maintain organized, reusable research documentation.

Requirements

At least 3 years of professional experience in user research, UX research, product research, or a closely related field.
Portfolio or case studies demonstrating research for digital products.
Experience conducting research involving business software or complex user workflows.
Strong understanding of qualitative research methods.
Experience conducting user interviews and usability testing.
Ability to develop research plans and clear study objectives.
Experience creating interview guides and usability-testing materials.
Familiarity with moderated and unmoderated research methods.
Ability to understand complex user journeys and operational processes.
Experience identifying user pain points and unmet needs.
Strong analytical and qualitative synthesis skills.
Ability to translate research findings into actionable product recommendations.
Experience collaborating with product managers and product designers.
Ability to communicate research findings to technical and nontechnical stakeholders.
Familiarity with product discovery and iterative development processes.
Experience evaluating web applications and administrative interfaces.
Understanding of information architecture and interaction design principles.
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-facing software and business administration tools.
Experience conducting research for e-commerce platforms.
Understanding of Shopify or comparable commerce ecosystems.
Experience researching merchant onboarding and account setup.
Familiarity with storefront configuration and product catalog management.
Understanding of subscription management and recurring commerce workflows.
Experience researching business dashboards and reporting tools.
Familiarity with entrepreneurs and small-business software users.
Experience conducting research with enterprise or multi-location merchants.
Understanding of white-label or multi-tenant SaaS platforms.
Background in healthcare technology or telehealth platforms.
Familiarity with healthcare-related operational workflows.
Experience partnering 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 journey mapping and service blueprinting.
Experience working in fast-moving, cross-functional product teams.

Responsibilities

Conduct research focused on Bask Health's merchant-facing software experiences and how businesses launch and manage operations through the platform.
Research the end-to-end merchant journey, from onboarding through ongoing platform use.
Interview merchants to understand their goals, behaviors, and challenges.
Plan and conduct usability studies for merchant dashboards, administrative tools, storefront configuration, business setup, product catalog management, and subscription and commerce tools.
Investigate merchant navigation, information architecture, workflow comprehension, and friction in multi-step configuration processes.
Research how merchants interpret platform settings, instructions, and system feedback.
Evaluate new merchant-facing product concepts and prototypes, and support iterative testing throughout development.
Develop research plans, interview guides, and usability-testing materials; recruit and screen appropriate participants through approved processes.
Study differences in needs across merchant segments and business maturity levels.
Collaborate with Customer Success to identify recurring merchant challenges, and review support feedback and operational observations to inform research priorities.
Partner with product managers to define research questions and with product designers and content designers to improve interactions, terminology, and instructions.
Incorporate available product analytics into research analysis.
Develop merchant journey maps and workflow documentation.
Analyze findings to identify patterns and unmet needs, and present actionable recommendations to product, design, engineering, and leadership teams.
Evaluate post-launch merchant experiences and identify opportunities for improvement.
Maintain organized research documentation and reusable findings.
Independently manage merchant research initiatives from planning through synthesis and presentation.