UX Researcher II, Policyholder Experience and Claims

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As part of Root's interview process, we kindly ask that all candidates be on camera for virtual interviews. This helps us create a more personal and engaging experience for both you and our interviewers. Being on camera is a standard requirement for our process and part of how we assess fit and communication style, so we do require it to move forward with any applicant's candidacy. If you have any concerns, feel free to let us know once you are contacted. We’re happy to talk it through.

UX Researcher II, Policyholder Experience and Claims

The Opportunity
The UX team at Root Insurance is a collaborative, high-impact group on a mission to redefine insurance by designing products and experiences our customers love. Root’s broader mission is to unbreak insurance through data and technology to improve the lives of our customers. We believe in that mission deeply, and we take it seriously.

Here are three things we think you should know about this role and our team:

Culture

We’re a small, young team working together to build something great. A core part of our vision is to create a culture and workplace that’s unique, somewhere people actually enjoy showing up to. We aim to do this by hiring people who love their craft and are passionate about what they do. We also look for people who are kind, humble, and willing to be real with each other. If that sounds like your kind of place, we’d love to meet you!

How we view UX Research

We believe researchers are strategic partners who help define the problems we choose to solve. Great researchers don’t just generate insights, they shape direction. At Root, researchers are expected to co-create product strategy, guide teams toward clarity, and bring the customer’s voice to every conversation. We value creative, rigorous approaches to learning, and we rely on researchers to help us measure what matters, even when it’s hard to quantify.

Salary Range: $110,000 - $137,000 (Bonus and LTI Eligible)

What You Should Expect in This Role

You’ll partner closely with product managers, designers, and engineers to shape the roadmap and deliver insights that influence product decisions. You’ll co-own research roadmaps, drive discovery efforts, and help your teams stay grounded in the people we’re building for.

In the shorter term, you'll be the sole researcher supporting our policyholder experience and claims tooling domains. You’ll work closely with product managers, designers, and UX leadership to manage an active research roadmap and make prioritization decisions that align with team and company goals. You’ll be expected to lead a variety of research efforts, from evaluative usability testing to strategic discovery work.

We’re still building the systems that support great UX, so you’ll need to be comfortable with ambiguity and excited to help shape the way research works at Root. We won’t pretend we have it all figured out, but we’re committed to doing the work, and we’re looking for someone who is, too.

If any or all of this excites you, we’d love to meet you.

How you will make an impact:

• Work with product managers, engineering managers, and product leadership to manage a research roadmap and backlog

• Own and develop a research roadmap for your domain

• Develop and refine customer personas, covering their journey through Root and key needs/pain points 

• Help define/refine Root’s Voice of the Customer program as it relates to your domain

What you will need to succeed

• 2-3+ years of applied research experience 

• Professionally trained in qualitative and quantitative research methodologies 

• Highly skilled interviewer

• Excellent writer, excellent attention to detail

• Ability to confidently lead and facilitate meetings and workshops

• Strong creative & design instincts

• Comfortable with disagreement & advocating for users and design decisions

• High bar for quality & excellence

Preferred but Not Required

• Interest in experimenting with AI tools to increase efficiency and creativity

• Advanced degree with psychology, human factors, or HCI concentration

• Formally trained in research methodologies 

• Trained in statistics software & methodologies

Studies have shown that women and people of color are less likely to apply to jobs unless they meet every single qualification. At Root, Inc., we are dedicated to building a diverse and inclusive workplace, so if you’re excited about this role but your past experience doesn’t align perfectly with every qualification in the job description, we encourage you to apply anyway!

At Root, we judge people based on the merit of their work, not who they are. If you are passionate about what this role entails and solving real problems, we encourage you to apply. We want to learn about you and what you can add to our team.

We’re harnessing the power of technology to revolutionize insurance. Using machine learning and mobile telematic platforms, we’ve built one of the most innovative FinTech companies in the world. And we’re just getting started.

Our success is in large part due to our unwavering standards in hiring. We recognize that our products are only as good as the people building and promoting them. We want individuals who find solutions by going through the cycle of ideation to implementation with curiosity, rigor, and an analytical lens. Ask anyone who works here and you’ll hear similar reasons for why they joined:

Autonomy—for assertive self-starters, the opportunities to contribute are limitless.

Impact—by challenging the way it’s always been done, we solve problems that have a big impact on our business.

Collaboration—we encourage rich discussion and civil debate at every turn.

People—we are inspired by the collection of crazy-smart people around us.