UX Research Manager - Product

H&R Block is committed to driving financial freedom through trust and technology. The UX Research Manager will lead a centralized research function to enhance customer understanding and inform product decisions by guiding a team of UX Researchers and collaborating with various cross-functional teams.

Responsibilities:

• Establish and evolve a unified UX research operating model across all lines of business, balancing centralized excellence with scalable, team-led discovery
• Lead, coach, and grow a team of UX Researchers, strengthening research craft, strategic thinking, and cross-functional partnership, while building capacity as the portfolio expands
• Champion and operationalize continuous discovery by enabling product trios to conduct foundational research while ensuring rigor, quality, and ethical standards
• Guide the team in executing complex, high-impact research (e.g., longitudinal studies, behavioral research, cross-journey synthesis) that extends beyond embedded team capabilities
• Drive adoption of AI-enabled research practices, including synthesis acceleration, insight patterning, and experimentation support, ensuring responsible, human-centered application
• Partner closely with Product, Consumer Research & Insights, Data Science & Analytics, Customer Care and CX leaders to elevate discovery quality and inform roadmap and investment decisions
• Act as a catalyst for year-round customer immersion, expanding participation in research and embedding customer understanding into everyday decision-making
• Mature research operations, including tooling, repositories, standards, and ways of working, to ensure insights are discoverable, durable, and actionable across the enterprise

Requirements:

• 8+ years of UX research (or related) experience, including leading and developing teams within complex product organizations
• Proven ability to build and scale research practices, teams, and operating models across multiple business areas
• Strong track record of influencing product strategy and roadmaps through research and cross-functional partnerships
• Deep expertise in both qualitative and quantitative methods, with sound judgment on when to apply each
• Experience using AI-assisted tools to support research planning, synthesis, and insights, with a focus on responsible use
• Ability to communicate insights clearly through strong storytelling, enabling teams and leaders to make informed decisions
• Master's or PhD in Research, Psychology, Design, or a related field
• Experience working on complex, multi-journey, or regulated products (e.g., financial services, healthcare, enterprise platforms)
• Familiarity with modern research tools (e.g., UserTesting, Qualtrics, etc.) and partnering with analytics/data science teams