User Experience Researcher

Posted Date:12/20/2017 8:30:55 PM
Job Type: Full Time
Req #: JR-10302
Location: Hollywood, CA
Job Category: Product Management

Job Summary:

Who we are.
We’re fans who help fans everywhere get in to the live events they love.  A proud division of Live Nation Entertainment, Ticketmaster has changed the way the world connects with their favorite artists, teams, and shows, and we continue to shape innovation every day. We’re not just selling tickets (though we do that better than anyone else), we’re enriching lives one amazing experience at a time. And we think that’s pretty amazing. If you’re passionate about the magic of live entertainment like we are, and you want to work at a company dedicated to helping millions of fans experience it, we want to hear from you.

Why you should work with us.
Our biggest investment is in our people. We offer comprehensive health benefits and 401k matching, student loan assistance, plus career-boosting opportunities like tuition reimbursement and targeted development sessions to help all eligible employees thrive. At Ticketmaster, expect the fast-paced excitement of a startup with the rock-solid support from an industry leader – with plenty of ticket perks on the side.

See what it’s like working at Ticketmaster.

Job Description SummaryYour personal brand is to always represent the voice of the user – and our users are our clients. Working within the B2B side of the Ticketmaster product organization, the UX team partners closely with Product and Tech to deliver a rich suite of client tools that support the large-scale event lifecycle.Role

Your personal brand is to always represent the voice of the user – and our users are our clients. Working within the B2B side of the Ticketmaster product organization, the UX team partners closely with Product and Tech to deliver a rich suite of client tools that support the large-scale event lifecycle. In this role you will use your naturally curious mind to make connections between a diverse set of business problems and to illuminate new insights about our clients, revealing opportunities for future feature development and validating and testing designs in flight. In this role you will:

  • Collaborate with designers and product managers to define research goals

  • Perform qualitative and quantitative user research in support of product design efforts using a variety of methodologies (design thinking, lean)

  • Coordinate and conduct moderated usability tests – in person and remote – during various stages of the product maturity life-cycle (from rapid iterative prototype testing to more full-scale benchmarking on apps in production)

  • Develop models and processes to accelerate user testing and feedback cycle times

  • Anaylze quanititative usage metrics and qualitative usability data to identify opportunities for improving the user experience, and to track goals for measuring the quality of the user experience

  • Partner closely with the Ticketmaster client support teams to foster inclusive and enriching relationships with client users


  • You are driven by empathy and a passion for understanding people, and have solid experience leading user research

  • You have experience with UX/UI design and turning research insights into creative artifacts such as: personas, journey maps, infographics, presentation decks, wireframes, etc.

  • You apply research insights to drive design and product solutions that solve end user needs

  • Ability to think strategically, and analyze, prepare and present complex data in a simple, understandable manner

  • Experience working with clients and key stakeholders

  • Ability to scope a research process, lead fieldwork, conduct interviews and perform secondary research

  • Ability to lead the team through the analysis and synthesis process – distilling research data down to focus on the most important insights


  • 2+ years of qualitative and quantitative research experience

  • 1+ years of professional UX design experience

  • Bachelor’s degree in Psychology, Sociology, Human Computer Interaction, UX Design or related fields

  • Expertise working with a variety of research tools and methodologies

  • Experience with Mixpanel or other comparable analytics tracking tools

  • Experience working with design programs (Sketch, Adobe, etc.) and skills in creatively presenting research

Equal Employment Opportunity
Ticketmaster strongly supports equal employment opportunity for all applicants regardless of age (40 and over), ancestry, color, religious creed (including religious dress and grooming practices), family and medical care leave or the denial of family and medical care leave, mental or physical disability (including HIV and AIDS), marital status, domestic partner status, medical condition (including cancer and genetic characteristics), genetic information, military and veteran status, political affiliation, national origin (including language use restrictions), citizenship, race, sex (including pregnancy, childbirth, breastfeeding and medical conditions related to pregnancy, childbirth or breastfeeding), gender, gender identity, and gender expression, sexual orientation, or any other basis protected by applicable federal, state or local law, rule, ordinance or regulation. 

We will consider qualified applicants with criminal histories in a manner consistent with the requirements of the Los Angeles Fair Chance Ordinance, for applicants in Los Angeles, California, and consistent with applicable laws in other areas.

Hiring Practices
The preceding job description has been designed to indicate the general nature and level of work performed by employees within this classification. It is not designed to contain or be interpreted as a comprehensive inventory of all duties, responsibilities, and qualifications required of employees assigned to this job.

Ticketmaster recruitment policies are designed to place the most highly qualified persons available in a timely and efficient manner. Ticketmaster may pursue all avenues available, including promotion from within, employee referrals, outside advertising, employment agencies, internet recruiting, job fairs, college recruiting and search firms.