Senior UX Researcher



Mexico City, Mexico
Posted on Thursday, June 20, 2024

About the team

The Experience Research team sits within a multidisciplinary team of researchers, Zillow Research & Insights (ZRI), which includes Customer and Partner Insights Strategists, UX Researchers, Behavioral Scientists, and Population Scientists. We all play a significant role within the greater product and marketing organizations. ZRI sits within Zillow Experience Design (ZxD), a fast-paced, collaborative, and driven product design team. We’re a tight-knit, fun-loving, and upbeat group.
- We build useful, usable, and innovative experiences for Zillow customers. These experiences live across web, mobile, and internal software platforms.
- Our team cares deeply about solving problems for real people – customers, co-workers, and everyone else. We seek to make everything a little better than we found it.

About the role

As a senior UX researcher for the Zillow Home Loans user research team, you're responsible for driving research and design strategy to craft phenomenal customer experiences. You'll provide our data-hungry team with meaningful customer insights and work with designers to evaluate experience outcomes. Our mission is to make Zillow the most-loved place to discover, buy, sell, or rent a home.

You will get to:

  • Apply appropriate research methods (qual and quant) to investigate and tackle ambitious customer problems

  • Synthesize and frame customer needs to guide product strategy and innovation

  • Advocate for customer needs throughout the design process and ensure they align with business initiatives

  • Work closely with marketers, designers, product managers, and engineers

  • Propose, test, and evaluate ideas that improve Zillow customer experiences

  • Lead research activities like user interviews, contextual inquiry, quantitative surveys, diary studies, co-design sessions, concept evaluation, and usability testing

  • Measure the success of products and how they improve customer experiences

  • Present research insights and regularly engage with partners

  • Lead multiple projects independently, prioritize business objectives, and deliver high-quality work on time

  • Contribute, learn, grow, and have fun

This role has been categorized as a teleworker position. Teleworkers do not have a permanent corporate office workplace and, instead, work from a physical location of their choice which must be identified to the Company. Employees may live in any part of Mexico, but preferably in Mexico City, as we would encourage attendance for occasional in-office events.

In addition to a competitive base salary and benefits, this position is also eligible for equity awards based on factors such as experience, performance and location.

Who you are

  • Strong communicator with excellent collaboration skills

  • Have 5–7 years as a user researcher or similar role conducting primary research with consumers and/or in B2B settings

  • Experienced in working optimally with diverse, cross-functional product teams to guide strategic decisions

  • Experienced in collaborating with other UX, insights, and consumer analytics researchers, especially for sophisticated/multi-modal studies

  • Experienced in translating research findings into product improvements and describing why they matter to customers and business

  • Experienced in defining customer experience opportunities, identifying connections across lines of business, and solving big-picture problems

  • Experienced in presenting findings, engaging partners in research, and influencing them to take action

  • Experienced prioritizing research activities to deliver practical insights and direction quickly

  • Expert in a variety of qualitative methods, as well as in surveys; knowledgeable in the limits of qualitative research.

Here at Zillow - we value the experience and perspective of candidates with non-traditional backgrounds. We encourage you to apply if you have transferable skills or related experiences.

Get to know us

Zillow is reimagining real estate to make it easier to unlock life’s next chapter.

As the most-visited real estate website in the United States, Zillow® and its affiliates help movers find and win their home through digital solutions, first class partners, and easier buying, selling, financing and renting experiences. Millions of people visit Zillow Group sites every month to start their home search, and now they can rely on Zillow to help make it easier to move. The work we do is helping people move from dreaming to transacting — and no matter what job you're in, you will play a critical role in making this vision a reality.

Our efforts to streamline the real estate transaction are supported by a deep-rooted culture of innovation, our passion to redefine the employee experience, and a fundamental commitment to Equity and Belonging. We’re also setting the standard for work experiences of the future, where our employees are supported in doing their best work and living a flexible, well-balanced life. But don’t just take our word for it. Read recent reviews on Glassdoor and recent recognition from multiple organizations, including: the 100 Best Companies to Work For in 2022 list, Glassdoor Employees’ Choice Award, honoring the Best Places to Work in 2022, Bloomberg Gender-Equality Index 2022, Human Rights Campaign (HRC) Corporate Equity Index and Best Place to Work for LGBTQ Equality 2022, and TIME 100 Most Influential Companies list.

Zillow Group is an equal opportunity employer committed to fostering an inclusive, innovative environment with the best employees. We are committed to equal employment opportunity regardless of race, color, ancestry, religion, sex, national origin, sexual orientation, age, citizenship, marital status, disability, and gender identity. If you have a disability or special need that requires accommodation, please contact your recruiter directly.