About the Role:

As a UX Researcher on the team, your work will directly inform the bets Gusto makes on future product investments. You will partner with senior leadership, including VPs and above, bringing clarity to ambiguous, high-stakes decisions and sharpening our understanding of the customers we serve. This role is the equivalent of a Senior Staff-level at other external companies.

Success looks like: a clear-eyed view of where our AI experiences are working or falling short, and senior executives that trust your evidence to guide where Gusto invests next.

About Design at Gusto:

UX Research is part of the Design Organization at Gusto, which is made up of over 70 creative, collaborative people who care deeply about our mission to empower small businesses and their employees. We're a cross-functional bunch focused on Design, Research, Writing, Ops and Front-end Development who are always looking for opportunities to build understanding and empathy for the people who use Gusto. We don't care a whole lot about swim lanes and we work closely with our partners in Product, Engineering, Data, and Marketing to design, build and ship experiences that make a difference. We are passionate advocates for thoughtful, crafted, and inclusive experiences and we believe great design can make hard things possible, even delightful.

About the Research Team: 

We’re a small team of researchers embedded within product areas across R&D. Customer learning is  highly valued at Gusto and we work to make sure we’re shining the light on customer understanding in the areas it’s needed the most so that critical decisions are backed by evidence. We’ve been experimenting and adopting AI in our research practice, continuing to find ways to use it to accelerate, scale, and raise the quality bar. We believe that builders across Gusto should be able to self-serve on straight-forward research questions and we build tools, resources, and programs to remove barriers to customer learning, whether that’s leveraging the research our team conducts or conducting their own. 

Here’s what you’ll do day-to-day:

• Set and drive a quantitative research roadmap across R&D, prioritizing where evidence reduces risk on our biggest product bets.
• Develop psychometric frameworks, validated constructs and scales to measure how customers experience Gusto's AI features.
• Own Gusto's approach to quantitative methods, from evolving our org-wide survey strategy to knowing when to generalize qualitative findings at scale (e.g., MaxDiff, conjoint) and designing rigorous studies that reduce bias. 
• Partner closely with Data Science to combine behavioral, attitudinal, and sentiment data into a coherent view of the customer, uncovering the story behind the metrics. 
• Build and maintain clear segmentation of Gusto's ideal customer profiles, keeping it current as the business and product evolve.
• Build scaled usability measurement, including large-sample benchmarking and competitive comparisons, to give teams a high-confidence read on experience and break ties between design directions. 
• Elevate Gusto's quantitative research practice: mentor other researchers, build shared tools and standards, and advance an AI-native way of working (Claude Code, Gumloop, etc.) that raises the floor across the org.

Here’s what we're looking for:

• You have 8+ years of experience leading quantitative UX research, with a proven track record of influencing strategic product and business decisions at the executive level, and communicating complex findings clearly to senior stakeholders.
• You possess deep expertise in survey science, sampling, pricing research, and statistical modeling, including developing psychometric frameworks and validated measurement scales, along with experience with AI and LLM evaluation methods, logs analysis, and behavioral analysis.
• You are proficient in SQL and Python, and comfortable working hands-on with survey platforms such as Qualtrics.
• You have experience designing and running usability research at scale, from benchmarking studies to tie-breaking evaluations between design variants.
• You have a track record of setting research standards or practices that scale beyond your own projects, across multiple teams or an organization.
• You have extensive experience working on AI-powered products, and genuine curiosity about using AI tools to scale your own research process. 
• You have experience enabling and coaching non-researchers to conduct their own research, and enjoy fostering a culture of learning. 

Our cash compensation range for this role is $172,000/yr to $215,000/yr in Denver, and $202,000/yr to $253,000/yr in San Francisco and New York. Final offer amounts are determined by multiple factors, including candidate experience and expertise, and may vary from the amounts listed above.