Note: The job is a remote job and is open to candidates in USA. H&R Block is a company focused on driving financial freedom through trust and technology. The UX Research Manager role will lead a centralized research function to support various product lines, ensuring insights inform customer-focused decision-making while guiding a team of UX Researchers.
Responsibilities
- Establish and evolve a unified UX research operating model across all lines of business, balancing centralized excellence with scalable, team-led discovery
- Lead, coach, and grow a team of UX Researchers, strengthening research craft, strategic thinking, and cross-functional partnership, while building capacity as the portfolio expands
- Champion and operationalize continuous discovery by enabling product trios to conduct foundational research while ensuring rigor, quality, and ethical standards
- Guide the team in executing complex, high-impact research (e.g., longitudinal studies, behavioral research, cross-journey synthesis) that extends beyond embedded team capabilities
- Drive adoption of AI-enabled research practices, including synthesis acceleration, insight patterning, and experimentation support, ensuring responsible, human-centered application
- Partner closely with Product, Consumer Research & Insights, Data Science & Analytics, Customer Care and CX leaders to elevate discovery quality and inform roadmap and investment decisions
- Act as a catalyst for year-round customer immersion, expanding participation in research and embedding customer understanding into everyday decision-making
- Mature research operations, including tooling, repositories, standards, and ways of working, to ensure insights are discoverable, durable, and actionable across the enterprise
Skills
- 8+ years of UX research (or related) experience, including leading and developing teams within complex product organizations
- Proven ability to build and scale research practices, teams, and operating models across multiple business areas
- Strong track record of influencing product strategy and roadmaps through research and cross-functional partnerships
- Deep expertise in both qualitative and quantitative methods, with sound judgment on when to apply each
- Experience using AI-assisted tools to support research planning, synthesis, and insights, with a focus on responsible use
- Ability to communicate insights clearly through strong storytelling, enabling teams and leaders to make informed decisions
- Master's or PhD in Research, Psychology, Design, or a related field
- Experience working on complex, multi-journey, or regulated products (e.g., financial services, healthcare, enterprise platforms)
- Familiarity with modern research tools (e.g., UserTesting, Qualtrics, etc.) and partnering with analytics/data science teams
Benefits
- Competitive pay
- Comprehensive benefits
- Support for life both in and outside of work
Company Overview