User Experience Researcher Dig Booking

Position Summary

JetBlue's Digital Booking team leads the product efforts behind our booking flow - one of our customers' primary starting points to their JetBlue experience. As a multifaceted team, we work with our customers to empathize and prioritize their needs through human-centered design while considering the larger corporate strategy. Our team continues our evolution to adopt the best digital product practices including a focus on thoughtful design.

The User Experience Researcher (UXR) Digital Booking uncovers user insights using both qualitative and quantitative research methods within the JetBlue Booking flow. In collaboration with product managers, engineers, designers, and stakeholders, this role shapes the future customer booking experience. The UXR applies their expertise in research methods and design to develop, execute, and document studies that guide product development, while also assessing the efficacy of existing systems. Their insights guide the team (and beyond) to deeply understand the needs, desires, motivations, frustrations, and abilitiesof our customers.

At JetBlue, our User Experience Researchers - regardless of level - are forever curious, empathic, self-driven, and committed to delivering a delightful data-driven customer experience.

Essential Responsibilities

• Design, organize and implement user research projects (such as A/B tests, field studies, user surveys, contextual inquiry, accessibility usability testing, user interviews and moderated and unmoderated usability tests) to uncover both foundational and evaluative insights.
• Partner with product managers, designers and other stakeholders to prioritize research efforts and guide product development and feature refinement.
• Collaborate with cross-functional teams and business partners to understand complex business requirements and incorporate them into research studies.
• Create and maintain a system of documentation and communication to effectively share research findings with designers, developers, product managers, and other stakeholders.
• Proselytize current industry best practices, trends and advancements in user experience research methodologies and incorporate innovative techniques into research to gather customer insights.
• Maintain our team's user research platform including internal and external partners.
• Identify, recruit, and engage with participants, including those who use assistive technologies, to ensure the correct target audience is reached for research studies.
• Perform other duties as assigned.

Minimum Experience and Qualifications

• High School Diploma or General Education Development (GED) Diploma
• Two (2) years of experience or equivalent expertise in applied user experience research, with a strong focus on both quantitative and qualitative research methods
• Proven ability to derive insights from studies and influence design
• Strong working knowledge of Microsoft Office Suite, including Outlook, Excel, and Word
• Excellent verbal and written communication skills and the ability to interact professionally with diverse stakeholders at all levels of the organization, including the ability to exercise good judgment in frequency and nature of communications to different parties (senior management, stakeholders, team members, etc.)
• Ability to work well with others and complete tasks with minimal supervision
• Effective time management and prioritization skills
• Available for overnight travel (10%)

• Must pass a pre-employment drug test
• Must be legally eligible to work in the country in which the position is located
• Authorization to work in the US is required. This position is not eligible for visa sponsorship

Preferred Experience and Qualifications

• Bachelor's degree in Psychology, Statistics, Human-Computer Interaction, Information Systems or a related field
• Four (4) years of experience or equivalent expertise in applied user experience research, with a strong focus on both quantitative and qualitative research methods
• Working knowledge of industry standards in Agile project management
• Strong interpersonal and demonstrated facilitation skills including the ability to motivate and influence others using data, and able to foster and contribute to a positive, upbeat team environment
• Experience leveraging varied tools for research (for example UserTesting, UserZoom, Figma, Balsamiq, Miro, Userlytics, Maze, FullStory)

Crewmember Expectations:

• Regular attendance and punctuality
• Potential need to work flexible hours and be available to respond on short-notice
• Able to maintain a professional appearance
• When working or traveling on JetBlue flights, and if time permits, all capable crewmembers are asked to assist with light cleaning of the aircraft
• Must be an appropriate organizational fit for the JetBlue culture, that is, exhibit the JetBlue values of Safety, Caring, Integrity, Passion and Fun
• Promote JetBlue's #1 value of safety as a Safety Ambassador, supporting JetBlue's Safety Management System (SMS) components, Safety Policy and behavioral standards
• Identify safety and/or security concerns, issues, incidents or hazards that should be reported and report them whenever possible and by any means necessary including JetBlue's confidential reporting systems (Aviation Safety Action Program (ASAP) or Safety Action Report (SAR))
• The use of ChatGPT or any other automated tool during the interview process will disqualify a candidate from being considered for the position.

Equipment:

• Computer and other office equipment

Work Environment:

• Traditional office environment

Physical Effort:

• Generally not required, or up to 10 pounds occasionally, 0 pounds frequently. (Sedentary)

Compensation:

• The base pay range for this position is between $90,500.00 and $128,600.00per year. Base pay is one component of JetBlue's total compensation package, which may also include access to healthcare benefits, a 401(k) plan and company match, crewmember stock purchase plan, short-term and long-term disability coverage, basic life insurance, free space available travel on JetBlue, and more.