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Senior UX Researcher

Company: Punchh
Location: San Mateo
Posted on: May 3, 2021

Job Description:

Punchh is the leader in customer loyalty, offer management, and AI solutions for offline and omni-channel merchants including restaurants, convenience stores, and retailers. Punchh brings the power of online to physical brands by delivering omni-channel experiences and personalization across the entire customer journey--from acquisition through loyalty and growth--to drive same store sales and customer lifetime value. Punchh uses best-in-class integrations to POS and other in-store systems such as WiFi, to deliver real-time SKU-level transaction visibility and offer provisioning for physical stores.

Punchh is growing exponentially, serves 200+ brands that encompass 91K+ stores globally. Punchh's customers include the top convenience stores such as Casey's General Stores, 25+ of the top 100 restaurant brands such as Papa John's, Little Caesars, Denny's, Focus Brands (5 of 7 brands), and Yum! Brands (KFC, Pizza Hut, and Taco Bell), and retailers. For a multi-billion $ brand with 6K+ stores, Punchh drove a 3% lift in same-store sales within the first year. Punchh is powering loyalty programs for 135+ million consumers.

Punchh has raised $70 million from premier Silicon Valley investors including Sapphire Ventures and Adam Street Partners, has a seasoned leadership team with extensive experience in digital, marketing, CRM, and AI technologies as well as deep restaurant and retail industry expertise.

About The Role

At Punchh, we are building the next generation AI-enabled marketing loyalty platform. We are transforming into a customer driven environment where customer research will drive what we build and how we design our products. We are looking for a talented Senior UX Researcher to steer discovery and design validation across the entire customer journey, including research with users and driving Pilot Program and Customer Advisory Board feedback with key customer stakeholders for our Marketing loyalty platform, as well as our Mobile Loyalty app framework for consumers. This is an exciting opportunity to have a huge impact.

Our ideal candidate has extensive experience in user research, product research, and design research method, and a thorough understanding of qualitative and quantitative research concepts. You have led research initiatives in a fast paced, collaborative, B2B SaaS environment. You will work closely with designers, product managers, engineers, data science, marketing, sales, enablement, and customer success to understand and guide the team's research needs, including designing and conducting research activities, and empowering other team members to do their own research.

What You'll Do

* Partner closely with design, product management, engineering, data science, enablement, and sales teams to define and drive research initiatives with customers for our Marketing loyalty platform, and consumer mobile loyalty app framework * Design and conduct research to understand user and stakeholder perceptions and behaviors through mixed methods such as interviews, behavioral data, surveys, and observations * Develop user personas, user journeys, use cases, workflows, and scenarios to describe user's goals and tasks * Use storytelling techniques to communicate research insights in a clear and compelling way that compels the team to take action * Provide mentorship to designers and product managers to conduct research on their own by sharing expertise, techniques, and knowledge

What You'll Need

* 6+ years of industry experience conducting user research and driving tangible outcomes with product teams * Proven experience designing and conducting a range of formative and iterative research methods applicable to all stages of the product, from conception to release * Superior skills in articulating the implications of research findings in clear and compelling ways * Mastery of standard survey and data collection tools * A desire to work collaboratively with cross-functional teammates to deliver the best possible experience for our users

Bonus Points If You

* Possess working knowledge of loyalty programs, CRM, and/or email marketing campaigns * Are experienced in conducting research for B2B SaaS products as well as consumer mobile applications * Have experience conducting research related to explainability for Machine-Learning products


* Healthcare coverage, FSA, HSA * Life and AD&D insurance * 401K * Competitive salaries, bonus and stock options * Professional development * EAP * Maternity and Paternity (Bonding) Leave * Unlimited PTO * Paid holidays * Free lunch in the office

Punchh is proud to provide equal employment opportunities (EEO) to all employees and applicants for employment without regard to race, color, religion, sex, national origin, age, disability or genetics. If you'd like more information about your EEO rights as an applicant, please click here.

We also provide reasonable accommodations to individuals with disabilities in accordance with applicable laws.

Notice to recruiters and placement agencies: If you are a recruiter or placement agency, please do not submit rsums to any person or email address at Punchh prior to having a signed agreement with Human Resources. Punchh is not liable for and will not pay placement fees for candidates submitted by any agency other than its approved recruitment partners. Also, any rsums sent to us without an agreement in place will be considered your company's gift to Punchh and may be forwarded to our Talent Acquisition team.

Keywords: Punchh, San Mateo , Senior UX Researcher, Other , San Mateo, California

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