Alaska Airlines User Experience Researcher in Seattle, Washington


We're creating an airline people love. It begins with each Alaska Airlines employee, bringing unique strengths and energy to our work in the air and on the ground. Every day, we go beyond what's expected and reach for the remarkable, together.


Role Summary Come join Alaska Airlines' UX Research Team! We are a group of passionate researchers who are focused on bringing engaging and delightful experiences to the planning and purchasing of airline tickets, the check-in process at the airport, and much more.

We are looking for a mid-level UX researcher to contribute and conduct research with little guidance and oversight for our newly formed UX Research team. We are a collaborative group who works together on generative research activities to help inform business strategies and directions, in addition to conducting evaluative studies to detect user experience issues and maintain the health of our digital offerings.

Scope & Complexity As a mid-level individual contributor, you'll work across several product teams, partnering with other researchers, designers, product managers to develop and maintain the user experiences for, our mobile apps, and kiosks. You will need to be familiar with Agile development, Lean UX, developing inclusive products, and have the ability to work independently. Having a passion for teaching stakeholders about the user centered design process and user research is a plus, in addition to an appetite for delivering unique and interactive reports to the teams.

Key Duties

  • Advocate for usability, accessibility, and good user experience design throughout the product development process.

  • Conduct large scale research activities with little guidance, including interviews, contextual inquiries, field visits, prototype evaluations and more, focused on understanding our customers and their behaviors and motivations.

  • Create generative and evaluative research plans, identifying goals, methods and timelines, developing participant screeners and writing discussion guides.

  • Moderate sessions and participate in notetaking and affinity diagraming activities to gather data and developing

  • Synthesize insights into actionable insights and guidance: personas, journey maps, mental models, usability reports, etc. for shared and future use. Balance the level of detail for documentation with time.

  • Present research insights in a digestible story at different levels of depth depending on the audience. Reports will be interactive and engaging.

  • Present to diverse audiences including e-commerce team members and executives in an easy to understand way, leveraging best practices of storytelling.

  • Leverage existing sources of customer feedback and data such as analytics, satisfaction surveys, and best practices research

  • Assist in research admin activities, such as maintaining research team SharePoint site and research tracking spreadsheets

  • Utilize analytics and AB testing to inform product recommendations and define metrics as needed

  • Build partnerships and working agreements with product, marketing and analytics teams

  • Mentor and coach team members about the research methods and user centered design process

Job-Specific Experience, Education & Skills


  • A minimum of 3 years' experience in a related field AND Bachelor's degree; or a minimum of 4 years' experience in related field in lieu of a bachelor's degree

  • Experience and/or working knowledge of conducting generative research, site and field visits

  • Experience with and other user research tools for remote research efforts

  • Experience integrating research insights into Lean UX and agile product development.

  • Understand pros and cons of different research approaches, including when and how to apply them during different phases of design.

  • Strong communication, presentation and interpersonal skills.

  • Understanding of analytics and AB testing and to define metrics as needed

  • 1-year experience working in e-commerce

  • Excellent problem solving and decision-making skills.

  • High school diploma or equivalent required.

  • Minimum age of 18.


  • Master's degree or advanced degree in behavioral science, human factors, psychology, or design preferred.

  • Interest in conducting a wide range of studies from foundational generative research to evaluative research to guerilla and lean UX research activities.

Job-Specific Leadership Expectations Embody our values to own safety, do the right thing, be kind-hearted, deliver performance, and be remarkable.


Submit your application by 11/29/2018 11:59pm (Pacific Time). We'll be happy to see it.


Horizon Air and Alaska Airlines are equal opportunity employers. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, gender expression, national origin, age, protected veteran or disabled status, or genetic information.

Job ID: 32901

Location: Seattle, WA

Full/Part Time: Full-Time

Regular/Temporary: Regular