Sr. UX Researcher - at ICSI. Fort Worth, TX

Sr. UX Researcher

Location:

Fort Worth, TX | Position Type: W2 Contract – No Benefits

This role is part of the Digital Customer Experience team within the Customer Experience Organization at American Airlines. We are a multidisciplinary UX team that drives the user experience for our customer and employee-facing applications.

The UX Researcher is a thoughtful, empathetic and experienced UX professional with extensive knowledge of UX best practices and hands‑on experience with user research methods, data analysis and UX strategy. You'll wear many hats as a mentor, strategist, collaborator and evangelist, using your expertise in user testing, research best practices and methodologies to solve a wide variety of problems.

• Collaborate with Product Owners, Product Designers and stakeholders to develop a deep understanding of business problems and advocate for user experience.
• Contribute research strategies that help define and work toward product portfolio objectives and key results (OKRs).
• Advocate for and perform discovery and evaluative research to reveal product insights ahead of development.
• Conduct qualitative UX research using moderated usability tests, heuristic evaluations, user interviews, contextual inquiries and competitive analyses to understand user behaviors, needs, motivations and pain points.
• Perform quantitative UX research leveraging methods like surveys, clickstream analysis, eye‑tracking studies, card sorting, tree testing and unmoderated usability tests to quantify behaviors, validate design decisions and measure ease‑of‑use, comprehension and satisfaction.
• Effectively present and communicate actionable insights to product teams based on research outcomes.
• Use analytical tools (Adobe Analytics, Quantum Metric, etc.) to gather data insights that aid and supplement portfolio research strategies and help UX understand the complete experience of those we build products for.
• Create, update and advocate personas, customer journey maps and service blueprints to keep product teams organized, focused and customer‑centric.
• Work in a self‑guided Agile environment across multiple initiatives and ceremonies.
• Actively guide and benchmark product performance with quantitative UX metrics; proactively review customer feedback and find problem areas to focus on.
• Scale UX research by building infrastructure, educating others and contributing to Research Ops.
• Utilize research software / hardware (including eye‑tracking equipment) and participant recruitment resources.

• Bachelor’s degree in human‑computer interaction, human factors engineering, computer science, visual design, behavioral sciences, psychology or a related discipline.
• 3+ years of experience in applied user‑experience research at large enterprises or highly matrixed organizations.
• Strong understanding of user‑centered design, experience with qualitative and quantitative research methods and analytical skills.
• Knowledge and ability to use remote unmoderated testing tools and moderated testing devices and platforms (User Zoom, User Testing, Userlytics, etc.).
• Familiarity with modern design and prototyping tools (Figma, Zeplin, Flinto, Sketch, Adobe CC, etc.).
• Excellent written and verbal communication skills and proven ability to collaborate effectively across disciplines, product lines and roles.
• Desire to promote and teach the importance of user‑centered research to Product Owners, stakeholders and Designers.
• Ability to present work in a clear and compelling manner to stakeholders and explain design recommendations by citing best practices, testing data or business requirements.

• Master’s degree or Ph.D. in human‑computer interaction, human factors engineering, computer science, visual design, behavioral sciences, psychology or another related discipline.
• 5+ years of experience in applied UX research at large enterprises or highly matrixed organizations.
• Experience in owning and creating research strategies that help define and work toward product objectives and key results.
• Project management skills…