IntroductionBarnes & Noble Education, Inc. (BNED.com) is a leading solutions provider for the education industry, driving affordability, access and achievement at hundreds of academic institutions nationwide and ensuring millions of students are equipped for success in the classroom and beyond. Through its family of brands, BNED offers campus retail services and academic solutions, a digital direct-to-student learning ecosystem, wholesale capabilities and more. BNED is a company serving all who work to elevate their lives through education, supporting students, faculty and institutions as they make tomorrow a better, more inclusive and smarter world.The Digital Student Solutions (“DSS”) Segment includes direct-to-student product and service offerings to assist students to study more effectively and improve academic performance, thus enabling them to gain the valuable skills necessary to succeed after college. DSS is comprised of the operations of Student Brands, LLC, a leading direct-to-student subscription-based writing services business, and bartleby, a direct-to student subscription-based offering providing textbook solutions, expert questions and answers, AI-based writing assistance, and tutoring services.Bartleby (bartleby.com) is a central offering in our developing ecosystem of direct-to-student digital products and services, accessible anytime and anywhere. bartleby.com provides critical services for students to achieve better success throughout their academic journey. The bartleby product offerings consist of bartleby learn comprised of textbook solutions (over 1,600 titles), question and answer solutions, and study guides; bartleby write comprised of revision, plagiarism, citation and scoring tools; and bartleby tutor comprised of online tutoring services.OverviewThe Senior User Researcher will be responsible for the user research portfolio that supports the product and design teams. Your focus will cover all aspects of UX research: generating deep customer insights to support ongoing optimizations and innovative new projects, uncovering pain points, validating the impact of designs, and tracking satisfaction over time.You will own the user research roadmap and insights library for all our product lines to drive for the best user experience, and learning outcomes. Your deep customer understanding and empathy will help us focus our products on what truly brings 10x value-add to our customers and our partners. You will be the champion within the organization for the customer and be the expert on user research methodologies. This position is fully remote. Hybrid options are also available if desired for candidates in the Los Angeles or New York/New Jersey area.Responsibilities* Help build the user research competency within the organization with a combination of our internal resources and external research vendors* Develop, maintain and achieve user research goals* which provides thought leadership to product teams and the broader organization* Develop and maintain user insights library of research findings. Work closely with the data team to tie qualitative research to our quantitative user data* Maintain and/or establish fair and equitable data collection and reporting practices.* Creating a comprehensive research plan inclusive of qualitative and quantitative research methods* Define and execute (and, as necessary, invent) research methods appropriate to the questions at hand, including but not limited to field work, interviews, surveys, usability testing, and JTBD studies. Ensure implementation of DEI principles in participant recruitment and analysis.* Translate insights into measurable customer experience outcomes aligned to Save business goals.* Create and update user personas for both existing users and buyers as well as new target users and buyers* Create journey maps that outline the customer experience throughout their learning lifecycle* Work closely with product, design, and customer-facing team members to identify research questions, build a research plan that will answer them, and communicate the insights to shape the future user experience of bartleby.* Work with other internal teams with access to user insights and user data to drive cross-functional recommendations and optimize for largest user-centric impact* Work with the experimentation team to help inform them on insights gathered for research, to better inform and support for implementation of various UX experimentation* Persuade decision makers at all levels of the organization to take aligned action on research findings – inspire them and help them internalize opportunities to delight customers and differentiate our service.Qualifications* Five or more years proven success leading user research projects for B2C digital products with demonstrated impact* Five or more years of experience with research methods including: field research, focus groups, survey design, advisory boards, and data analysis including statistical measures.* Bachelors degree or equivalent experience* Excellent communication, presentation, interpersonal and analytical skills; the ability to communicate complex concepts clearly and persuasively across different audiences and varying levels of the organization.* A passionate advocate for the customer, who never loses sight of the big picture* EdTech experience preferredEEO StatementBarnes & Noble Education, Inc. is an Equal Employment Opportunity and Affirmative Action Employer committed to diversity in the workplace. Qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, sexual orientation, gender identity, disability or protected veteran status.