[Hiring] Consumer Insights Researcher @H&R Block

Role Description

As the Consumer Insights Researcher, Research Operations and Voice of Customer, you will lead efforts to improve the efficiency and effectiveness of the research organization by:

• Improving operations
• Managing research tools
• Implementing AI-enabled agents and processes

You will also support our Voice of Customer experience survey program by:

• Helping set up and deliver programs to gather client feedback

Additionally, you will lead our consumer trends work to ensure senior leaders can make insights-informed decisions. Your responsibilities will include:

• Defining and enhancing research processes, tools, governance, and documentation
• Leading knowledge management of insights and competitive intelligence
• Transforming the research function through AI-led tools and agents
• Managing the research suite of tools
• Providing project management and insights support for the Voice of Customer program
• Serving as the consumer trends lead, creating reports on trends impacting the tax and financial services industries and H&R Block
• Synthesizing insights across diverse internal and external studies and data sources into cohesive narratives
• Leading qualitative and quantitative research projects as needed

Qualifications

• Bachelor’s degree in Marketing, Business, Psychology, or a related field
• 2+ years of experience in consumer insights, market research, Voice of Customer programs, or related fields
• Familiarity with qualitative and quantitative research methodologies, including survey design and analysis
• Experience in synthesizing secondary research and various data sources
• Strong project management skills with an ability to manage multiple projects and prioritize effectively
• Problem-solving skills and attention to detail
• Experience working in a team environment
• Passion for improving processes and using AI to increase effectiveness

Requirements

• 5+ years of experience in insights, research, or behavioral science roles within consumer-facing businesses, ideally in technology, fintech, or tax/financial services
• Experience in gathering and bringing to teams competitive intelligence, category trends, market shifts and whitespace opportunities
• Experience shaping or scaling research functions, including building frameworks, processes, governance models, or research operations
• Expertise with modern research tools (e.g., Qualtrics, UserTesting, or similar)
• Experience supporting Voice of Customer programs
• Experience managing research and agency vendors
• Master’s degree in a relevant field (e.g., Human-Computer Interaction, Psychology, Behavioral Science, Marketing Research, Data Science, Business) is a plus

Benefits

• Competitive pay
• Comprehensive benefits
• Support for life both in and outside of work