H&R Block Lead Customer Experience Researcher in Kansas City, Missouri



Lead Customer Experience Researcher

Job Description:

H&R Block, the world’s leader in tax preparation services, is looking for a Lead Customer Experience Researcher. This position is located at our corporate headquarters, in the premier downtown Power & Light District of Kansas City, where everything is either steps or a streetcar ride away. Our office offers an onsite fitness gym and coffee shop, an awesome company cafeteria, free parking, and frequent opportunities to get discounted or free tickets to a variety of entertainment venues and shows.

Are you a customer-centric problem solver who’s passionate, empathetic, and who leverages creativity and curiosity to understand consumer behavior?

Join a collaborative, digital-focused team creating experiences for H&R Block clients. You’ll work with product managers, experience designers, and content strategists to design, conduct, and report on research to help deliver best-in-class tax prep experiences.

Leveraging existing data and research, plus creating new learnings through your findings, you’ll deliver compelling, creative insights and influence how we solve client problems while keeping their best interests at heart.

What You’ll Do...

  • Drive and evangelize research best practices in support of the digital experience.

  • Collaborate with product managers, experience designers, content strategists, marketers, and developers to create and execute research plans in support of the digital product roadmap.

  • Advocate for the customer, uncovering their needs and wants

  • Design and conduct unbiased research using a wide variety of qualitative and quantitative methods as well as human-centered design principles

  • Define test goals, establish participant requirements, write plans, and conduct test sessions.

  • Create and conduct client satisfaction surveys to measure satisfaction and determine areas of improvement.

  • Analyze findings from evaluations, user data, surveys, and competitive analysis, and recommend changes to improve the user experience

  • Communicate research insights and recommendations in compelling and creative ways with team members and enterprise stakeholders

  • Work cross-functionally with development, enterprise insights and strategy, and product digital team to manage and disseminate research findings and insights, and influence product strategy

  • Manage third party research agencies and independent consultants as needed

  • Provide Voice of the Customer, usability, and consumer-focused subject matter expertise as a member of varied project teams

  • Collaborate with digital product team and enterprise stakeholders in the creation of personas and journey maps reflective of our business strategy

  • Evolve and maintain the digital team’s research roadmap in parallel with the product roadmap

  • Develop and implement strategic processes which help to ensure that research is a core part of the product development process

  • Be comfortable adjusting to in-the-moment changes and incorporating team and client feedback into moderation

  • Be a constant learner, seeking out ways to continuously evolve our research methodology

  • Develop, grow, and lead junior personnel

What You’ll Bring...

  • BA/BS degree in a related field or the equivalent combination of training and experience

  • 8+ years related experience in applied product and consumer research

  • Command of a broad set of qualitative and user-centered design research methods (e.g., usability testing, ethnography, focus groups, diary studies)

  • Experience using a wide range of user experience research software and tools (e.g., Usertesting.com, Medallia, Qualtrics, Morae)

  • Experience using design thinking approaches in research and product design to drive innovation

  • Experience with quantitative research methods and statistical concepts

  • Strong understanding of software development cycle (the process of specification, design, and implementation) and engineering concerns that arise in designing and building interfaces.

  • Ability to ask, as well as answer, meaningful and impactful questions

  • Experience conducting ux research during one-on-one interviews (including writing discussion guides, moderating and reporting)

  • Experience directly managing junior team members

  • Engaging and compelling communication and presentation skills

  • An unwavering passion for understanding and helping customers

  • An online portfolio or work samples with study plans, reports, and outcomes

Preferred Qualifications

  • Master’s degree in HCI, Psychology, or related field.

  • Product knowledge and experience with financial tax related products.

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One H&R Block Way


Kansas City