Staff User Experience Researcher, Gusto

• 8+ years leading impactful user research projects, ideally with some experience on a platform team
• Strong mixed-methods research skills—qualitative and quantitative—with experience supporting full customer journeys, from software to service
• Skilled at selecting the right methods for the problem, with a clear understanding of tradeoffs and impact
• Strong opinions, loosely held. Comfortable in healthy debate and focused on alignment and progress
• Thrives in fast-paced, dynamic environments. Proactive and adaptable, with strong stakeholder management skills
• Passionate about Gusto’s mission and driven to improve the lives of small business owners and employees
• Experienced in scaling research through democratization—mentoring others and embedding research into everyday team workflows
• Committed to continuous learning and to growing as a research leader and teammate
• Have deep knowledge of UX research methods and their application in fast-moving, ambiguous environments
• Have an opinion and desire to utilise AI within your research process, and an openness engaging with it
• Be flexible, detail-oriented, and operate with an intrapreneurial mindset and strong ownership
• Act independently while collaborating confidently—driving clarity and alignment across disciplines
• Champion both research and design, with a holistic view of experience quality
• Show genuine empathy for small business owners and employees, and a desire to serve their needs through thoughtful product development

Desirable

• Product Design at Gusto is a team of over 70 creative, collaborative people who care deeply about our mission to empower small businesses and their employees. We’re a cross-functional group spanning Design, Research, Service Design, Content, Ops, and Front-end Development, focused on building understanding and empathy for the people who use Gusto
• We don’t get caught up in swim lanes. We work closely with partners in Product, Engineering, Data, and Marketing to design, build, and ship experiences that truly make a difference. We're passionate about thoughtful, inclusive design, and we believe great experiences can make hard things not only possible—but delightful
• Core Experiences is a growing platform team focused on building flexible, extensible design solutions for both customers and internal product teams. Our work lays the foundation for Gusto’s user experience, enabling teams to move faster with consistency and clarity
• As a Staff UX Researcher, you'll lead research strategy across platform teams. You’ll partner with Design and Product to define direction and shape research roadmaps grounded in customer needs. Working across pods, you’ll influence product strategy and ensure we're delivering cohesive, system-driven experiences
• You’ll also help scale research practices, empowering cross-functional teams to take on research through democratization efforts. As a key partner to Design, Engineering, Data, and PM, you’ll bring strong leadership and uphold a high bar for research quality. This is a high-impact role, ideal for someone excited to lead research at scale and elevate the craft across a platform team
• You’ll report to Gusto’s Head of UX Research and partner closely with Design, Content Design, Service Design, PMs, Data Science, Legal, Marketing, and Engineering. You’ll lead research throughout the product lifecycle, owning a research roadmap aligned with strategic priorities
• Your insights will help connect business goals with real customer needs—powering decisions that shape products and services for millions of small businesses and their employees. Your work will amplify our customer-centric mindset and help evolve the business and product strategy for Gusto as a whole
• Here’s what you’ll do day-to-day:
• Build and maintain a strategic research roadmap in partnership with cross-functional leadership and other stakeholders—spanning both generative and evaluative work
• Work with Data science to ensure we have ‘whys’ for our ‘whats’, be opinionated about how we measure success
• Proactively identify research opportunities across the Core Experiences org
• Spot and connect overlapping UXR efforts across Gusto, leveraging existing or ongoing research, and adding value to existing studies
• Drive generative research that is cross-team, or even cross-org
• Drive research democratization by creating tools, training, and frameworks that enable others to conduct effective, lightweight evaluative research
• Address end-to-end customer journey needs, including platform-specific considerations like mobile, to ensure a holistic understanding of user experiences
• Make research actionable for teams by identifying insights from observations, and how they may influence or impact product decisions
• Craft a compelling story around UXR insights that is easy to digest for stakeholders and product teams
• Evaluate emerging methods and tools, and bring new approaches into the research toolkit
• Participate in team Design Jams and identify where research can influence decisions or should be done in the absence of customer insights
• Partner with Design Ops to shape scalable research practices and operational foundations
• Collaborate with Data Science, Marketing, CX, and Sales to uncover patterns in customer behaviors, attitudes, and opportunities