Reverb
We're on a mission to make the world more musical.
Chicago, IL

Senior UX Researcher at Reverb

| Chicago
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Reverb is a leading online marketplace for buying and selling new, used, and vintage musical instruments. Since launching in 2013, Reverb has grown into a vibrant community of buyers and sellers all over the world. By focusing on inspiring content, price transparency, musician-focused eCommerce tools, a music-savvy customer service team, and more, Reverb has built an online destination where the global music community can connect over the perfect piece of music gear. In 2019 Reverb was acquired by Etsy. With the added support of one of the largest online marketplaces, we are on a path to becoming the go-to site for musicians everywhere.

Our core belief is that music makes the world a better place. Through Reverb Gives, a portion of every sale provides students, teachers, and leaders of music programs across the world with instruments they need. 

The Senior UX Researcher’s primary responsibility is driving and executing research strategies in partnership with product, product marketing, analytics and partners across the company. Do you want to be an integral part of a product team, helping teams understand what questions they should be asking in order to drive their work forward? The insights the Senior UX Researcher brings to the table fuels the product team's passion for the problems they are solving! The Senior UX Researcher’s time is spent helping teams focus their most pressing questions, engaging with customers and internal users to explore their needs, identifying ways our products can better address those needs, and socializing those opportunities with product teams and throughout the organization. In addition, the Senior UX Researcher plays a vital role mentoring and supporting other UXRs.

Responsibilities
  • Partner with product managers, designers, engineers, product marketers and analysts to identify and prioritize opportunities and customer problems that are strategically vital to better understand
  • Help product teams, fellow UXRs and partners reframe their questions to better focus research
  • Identify and pursue research opportunities that inform team and departmental product strategies
  • Own all aspects of research strategy and project planning, including research strategy, defining audiences, identifying the appropriate research methods, recruiting users and scheduling research sessions
  • Design and run iterative, mixed-method research using methods such as ethnographic/field research, diary studies, surveys, user/usability testing, ideation workshops, quantitative investigations with analytics, and any other methods you find impactful
  • Synthesize research results, identifying deep insights that expose user needs and business opportunities previously unknown to the organization and building the context needed for crafting new solutions
  • Partner with product managers, designers, engineers and product marketers to define the best way to address unmet user needs and new business opportunities
  • Utilize storytelling in creative and compelling ways to evangelize the impact of UX research and to help cultivate a more informed, engaged, and empathetic organization
Qualifications
  • 5+ years of experience conducting UX research on digital products or services
  • BA/BS degree in Anthropology, Human-Computer Interaction (HCI), Human Factors, Psychology, Sociology, or a related field or equivalent practical experience. Graduate degree in one of these areas is a big plus
  • Empathy for users and proven active listening skills
  • Strong understanding of the strengths and shortcomings of different research methods, including when and how to apply them during the product development process
  • Ability to think critically about user feedback in order to understand the root cause of frustration or identify an underlying user need.
  • Significant experience facilitating brainstorms, story mapping, ideation sessions, or related collaborative techniques
  • Naturally inquisitive, positive demeanor, open minded and focused on details
  • Exceptional ability to synthesize multiple inputs to arrive at recommendations that deliver user-focused outcomes for the team
  • Comfort with ambiguous, complex problems
  • Experience mentoring and supporting more junior UX researchers
  • The following are a big plus:
  • Familiarity with behavioral analysis and statistical concepts is a plus
  • Able to use visual, information design, and wireframing skills to communicate conclusions and recommendation from research
About our compensation and benefits
Reverb offers compensation packages that include base, bonus, and equity in the form of Etsy restricted stock units. Some of our key benefits include:
  • 100% paid medical, dental, and vision coverage for employees and their eligible dependents (you read it right: no premiums!)
  • Life, AD&D, and supplemental long-and short-term disability insurance
  • A matching 401(k)
  • A flexible take it as you need it PTO policy
  • 12 weeks of gender-neutral parental leave for the birth or adoption of a child
  • Up to $7,500 reimbursement of adoption-related expenses
  • Ways to give back to you community through a charitable contribution match and volunteer time off

Additional Information
At Reverb, we believe that a diverse, equitable and inclusive workplace makes us a more relevant, more competitive, and more resilient company. We welcome people from all backgrounds, ethnicities, cultures, and experiences. Reverb is an equal opportunity employer. We do not discriminate on the basis of race, color, ancestry, religion, national origin, sexual orientation, age, citizenship, marital or family status, disability, gender identity or expression, veteran status, or any other legally protected status. We will ensure that individuals with disabilities are provided a reasonable accommodation to participate in the job application or interview process, to perform essential job functions, and to receive other benefits and privileges of employment.
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Where we are

Open workspace located in the heart of the charming Roscoe Village neighborhood, conveniently located near the Paulina Brown Line.

Technology we use

  • Engineering
  • Product
  • Sales & Marketing
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    • SwiftLanguages
    • ReactLanguages
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    • Ruby on RailsFrameworks
    • PostgreSQLDatabases
    • RedisDatabases
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    • AmplitudeAnalytics
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    • JIRAManagement
    • In House/CustomCMS
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What are Reverb Perks + Benefits

Reverb Benefits Overview

In addition to monthly music-filled happy hours, we offer comprehensive insurance, 401k with match, equity, 18 weeks of parental leave, and generous vacation days—whether your band is touring in Japan or your teen is touring their first college campus.

Culture
Volunteer in local community
Reverb Serves gives employees the opportunity to volunteer with local organizations, such as Notes for Notes—a nonprofit that runs a recording studio inside the local Boys & Girls Club.
Partners with Nonprofits
Through Reverb Gives, a portion of every purchase made on Reverb helps youth music education programs get the musical instruments they need to make music.
Friends outside of work
Eat lunch together
Daily sync
Open door policy
Team owned deliverables
Team based strategic planning
Group brainstorming sessions
Pair programming
Open office floor plan
Diversity
Dedicated Diversity/Inclusion Staff
Unconscious bias training
Someone's primary function is managing the company’s diversity and inclusion initiatives
Diversity Employee Resource Groups
Hiring Practices that Promote Diversity
Health Insurance & Wellness Benefits
Flexible Spending Account (FSA)
Disability Insurance
Dental Benefits
Reverb pays 100% of monthly premiums for you & eligible dependents. Your spouse or domestic partner, children/stepchildren (up to 26), & disabled children in your guardianship of any age are covered.
Vision Benefits
Reverb pays 100% of monthly premiums for you & eligible dependents. Your spouse or domestic partner, children/stepchildren (up to 26), & disabled children in your guardianship of any age are covered.
Health Insurance Benefits
Reverb pays 100% of monthly premiums for you & eligible dependents. Your spouse or domestic partner, children/stepchildren (up to 26), & disabled children in your guardianship of any age are covered.
Life Insurance
Wellness Programs
Team workouts
Mental Health Benefits
Retirement & Stock Options Benefits
401(K)
401(K) Matching
Company Equity
Performance Bonus
Match charitable contributions
Child Care & Parental Leave Benefits
Child Care Benefits
Reverb sponsors the [email protected] benefit, a family care service that can help you find caregivers for your whole family, including your child, parents/grandparents and/or pet.
Generous Parental Leave
We provide 12 weeks for the birth or adoption of a child.
Flexible Work Schedule
Remote Work Program
Family Medical Leave
Adoption Assistance
Vacation & Time Off Benefits
Generous PTO
Reverb offers a flexible PTO policy with no set minimum or maximum.
Paid Volunteer Time
Employees receive 40 hours per year (10 hours/quarter) of paid volunteer time.
Sabbatical
Eligible employees get 4 weeks of paid sabbatical for every 5 years of service..
Paid Holidays
Paid Sick Days
Perks & Discounts
Casual Dress
Commuter Benefits
Reverb provides Commuter Transit & Parking benefits through Wageworks. This program allows you to set aside pre-tax dollars for eligible commuting expenses.
Company Outings
Reverb’s holiday party is hosted at a local music venue, where dozens of bands comprised of various employees take the stage to perform everything from the Beastie Boys and Britney Spears to The Who
Stocked Kitchen
Reverb has a number of snack bars, coffee stations, and espresso makers throughout the office. There's also a fridge in the kitchen that gets stocked with La Croix (and Cold Brew in the summer months)
Some Meals Provided
Employees enjoy lunch from local restaurants via Fooda at least twice per month.
Happy Hours
Perform with your co-workers, learn how to play, or be your teammates’ biggest fan at monthly music-filled happy hours.
Parking
Employees can enjoy free street parking near the office. We also work with the local alderman to provide employees with parking passes during the Cubs baseball season to make parking a breeze!
Recreational Clubs
Reverb has sponsored office sports leagues in the past including: Bowling, Softball, Kickball and more!
Fitness Subsidies
Gympass offers benefit-eligible employees (and up to 5 family members) unlimited access to thousands of fitness venues, featuring over 800 different activities at up to an 80% discount.
Home Office Stipend for Remote Employees
Professional Development Benefits
Job Training & Conferences
Diversity Program
Lunch and learns
Grow professionally and personally through REV Talks, our regular workshops featuring topics ranging from meditation and healthy eating to “DJing 101.”
Promote from within
Online course subscriptions available

An Insider's view of Reverb

What kinds of technical challenges do you and your team face?

With our extensive and constantly replenished marketplace, there are countless puzzles of varied complexity to solve. Our approach involves foundational work, experiments, and transformative changes to the shopping experience. Helping musicians around the globe find the perfect instrument inspires and motivates our work every day.

Mark

Engineering Manager

How has your career grown since starting at the company?

At Reverb, employees are seen as individuals with the potential to make a real impact on our team and community. I was given opportunities to explore my skills and create my current position to match my interests and the company’s need for a learning and development manager. I’ve grown more than I ever dreamed possible!

Jamie

Learning & Development Manager

How do you empower your team to be more creative?

We task our teams with solving real customer problems—like “I expect to effortlessly discover music gear I’ll love”—and give them the context and long-term goals needed to shape their work, not solutions. We know the people closest to the work and our customers are in the best position to explore a range of directions and choose the best one.

Jason

CTO

Reverb Careers in Chicago
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