User Experience Researcher

Posted Date:3/4/2018 1:28:30 PM
Job Type: Full Time
Req #: JR-10702
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

Mid-Level User Experience Researcher

The Mid-Level User Experience Researcher role is for individuals with at least 2+ years of professional user research experience. This is not a junior or senior position. If you are a Mid-Level User Experience Researcher that has conducted qualitative and quantitative research for digital products, websites and apps please read on.

Job Description

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. TM B2B also provides a variety of ticket management tools for season ticket holder fans across all major professional and college sports leagues.

We’re looking for a qual/quant hybrid researcher that is just as comfortable running surveys and analyzing usage data, as they are conducting interviews and usability tests with small groups of users. 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 and fans, revealing opportunities for future feature development and validating and testing designs in flight. In this role you will:

  • Conduct research collaboratively with designers and product managers from planning to participant sessions to group analysis and synthesis of findings to build shared knowledge and understanding with team
  • Create and manage surveys to gain quantifiable insights on user behavior and correlate findings with qualitative research to provide a deeper perspective on clients and fans (Excel, Qualaroo, SurveyMonkey, etc.)
  • Analyze quantitative usage metrics and qualitative usability data to identify opportunities for improving the user experience, tracking and measuring user behavior and the quality of the experience
  • Continue developing client and fan personas by correlating usage metrics with ethnographic interviews to provide design and product teams greater insights into their end-users
  • 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)
  • Continuously educate and evangelize research insights to stakeholders throughout the company, presenting findings, running workshops and embodying the voice of the user
  • Turn research findings into creative artifacts (for people that don’t like to read :) such as: personas, journey maps, infographics, presentation decks, wireframes, etc.


2+ years of professional user research experience

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

Expertise working with a variety of research tools and methodologies

Experience with Mixpanel, Google Analytics or other comparable analytics tracking tools

Quantitative research skills, with a focus on surveys and correlating quant and qual data is a must (Excel, Qualaroo, SurveyMonkey, etc.)

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

Need to see a portfolio or presentation of user research examples and case studies

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.

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