The UX Research Manager will lead a centralized research function spanning Consumer Tax, Financial Products, and Small Business, guiding research methods, shaping an operating model, and enabling product teams to translate customer insights into customer-focused decisions within the Product Client Experience organization.
Responsibilities
- Establish and evolve a unified UX research operating model across 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 such as longitudinal studies, behavioral research, and cross-journey synthesis that extend beyond embedded team capabilities.
- Drive adoption of AI-enabled research practices, including synthesis acceleration, patterning of insights, 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.
Technologies
Benefits
- Competitive pay
- Comprehensive benefits
- Support for life both in and outside of work
About the Role
H&R Block aims to drive financial freedom by combining trusted guidance with advanced technology, evolving into a year-round, AI-enabled partner. Central to this vision is a deep understanding of customers—their needs, behaviors, and pivotal moments—to strengthen customer-centricity across the organization through continuous learning, discovery, and immersive research practices.
The UX Research Manager will lead and scale a centralized research function supporting Consumer Tax, Financial Products, and Small Business. This strategic practitioner who also coaches will shape how research is conducted and applied, build a robust operating model, and empower product teams to engage with customers confidently. Based in the Product Client Experience team, the role links Product, Design, Strategy, and Analytics to ensure insights directly inform customer-focused decision-making.
Why Work For Us
H&R Block's purpose is to help clients and communities feel confident by delivering trusted expertise alongside digital innovation. With a history spanning over seven decades, we continue to lead the tax industry while advancing through our Block Next initiative, combining human know-how with technology.
This commitment to care extends to our colleagues. Joining our team means entering a High Performing, Connected Culture built on strong relationships, continuous learning, and a shared drive to make a meaningful impact. We support well-being with competitive compensation, comprehensive benefits, and resources for life both inside and outside of the workplace.
