UX & Predictive Experience Lead Researcher

Brief Overview

Safelite is the leader in auto glass service, continuously raising the bar for experiences that are easy, fast, and done. Digital is central to that ambition and to how we serve consumers, clients, and colleagues. We are seeking a UX & Predictive Experience Lead Researcher to increase learning velocity across our digital product organization.

You will build new ways to understand and anticipate customer behavior, combining first‑party behavioral data, predictive modeling, AI, experimentation, and direct customer research to help teams learn earlier, make better decisions, and invest with greater confidence.

Reporting to the Director of Product Design, you will lead this capability as a senior individual contributor, working across research, design, product, analytics, and data science.

This is a role for someone who sees research as a learning system, not a sequence of studies.

What you will do

• Increase learning velocity: Build a learning system that helps teams reduce uncertainty earlier in the product development cycle. Use behavioral data, predictive methods, simulation, AI, experimentation, and research together, choosing the method based on the decision we need to make. Create ways to explore multiple hypotheses and experience directions before committing significant time and investment. Help teams distinguish between what we know, what the evidence suggests, and what still needs to be learned.
• Build predictive experience capability: Develop models and simulations that use first‑party behavioral data to anticipate customer response to potential experience changes. Create synthetic customer models that allow teams to explore scenarios, challenge assumptions, and identify promising directions earlier. Use predictive signals to inform prioritization and identify where additional discovery or experimentation will create the most value. Advance the methods as new data, AI capabilities, and approaches become available. Establish confidence in the signal. Validate predictive methods against observed customer behavior and known outcomes. Define confidence levels, limitations, and appropriate use so teams understand how to act on the output. Investigate divergence between predicted and observed behavior as a source of learning, not simply model error. Continuously improve the models and methods as new evidence becomes available.
• Connect signals to human understanding: Combine behavioral signals with qualitative research to understand both what customers are likely to do and why. Design research and experiments around the uncertainty that matters most to the decision. Use direct customer research where context, motivation, unmet needs, or emerging behavior cannot be inferred reliably from existing data. Feed new customer understanding back into the broader learning system.
• Turn learning into better decisions: Translate complex evidence into clear implications for product and design teams. Create tools and ways of working that allow teams to use predictive insight without needing to become modeling experts. Bring a point of view on where we should explore, experiment, invest, or change direction based on the strength of the evidence. Raise the organization’s fluency in evidence‑based decision making, experimentation, predictive methods, and AI.
• Perform other duties as assigned, comply with all policies and standards. Bachelor's Degree or equivalent work experience required.

What you will need

• 7-9 years across UX research, behavioral science, data science, experimentation, or related disciplines, with significant experience shaping digital product decisions.
• 8+ years across UX research, behavioral science, data science, experimentation, or related disciplines, with significant experience shaping digital product decisions.
• Demonstrated experience building predictive, behavioral, simulation, or decision-support methods using first‑party data.
• Strong applied statistics and experimentation foundation, including causal inference, experimental design, and working explicitly with uncertainty.
• Working fluency in Python or R and SQL.
• Hands‑on qualitative research experience and the ability to connect behavioral evidence with customer motivation and context.
• Demonstrated fluency using AI across research, modeling, simulation, analysis, and prototyping.
• Experience operating in continuous discovery and delivery environments and using evidence to shape what gets built next.
• Experience with digital analytics and experimentation platforms such as Quantum Metric, Amplitude, Adobe, Optimizely, or similar.
• Ability to make sophisticated methods and evidence understandable and actionable for senior product and business leaders.

What you will get

• Competitive weekly pay and bonus opportunities.
• Total job benefits valued at more than $10k*.
• This includes a 401(k) plan with company matching, medical coverage plans customized to suit your needs and a commitment to work/life balance through our paid time off (PTO) programs, company holidays and paid volunteer days.
• Up to $5,250 in tuition reimbursement per year.

Expected Work Location (Remote)

It is expected that you will primarily perform work remotely. You may be asked to travel, as needed, to the Safelite Home Office (7400 Safelite Way, Columbus, OH 43235), or to other location(s) as designated by the Company. Changes to work location arrangements are subject to managerial approval and business needs.

Reasonable accommodations will be made for individuals covered by ADA, ADEA, FMLA and other laws and regulations in accordance with their requirements.

This job description in no way states or implies that these are the only duties to be performed by an employee occupying this position. Employees may be required to perform other related duties as assigned to ensure workload coverage.

This job description does NOT constitute an employment agreement between the employer and employee and is subject to change by the employer as the organizational needs and requirements of the job change. This position description is not all inclusive for every aspect of this role.

Other qualifications may be required to ensure employment eligibility in accordance with local laws, regulations and with Safelite Group, Inc. policies and practices.

Safelite welcomes everyone. We value our diverse workforce and suppliers, and we’re proud to be an equal opportunity employer. We don’t discriminate on the basis of any characteristic protected by law, nor do we tolerate discrimination or harassment against our associates and clients.

Upon request and consistent with applicable laws, Safelite will provide reasonable accommodations to individuals who need assistance in the application/hiring process.

Health and Safety: To ensure a safe working environment and protect the community at large, depending on the position, Safelite may require pre‑employment screenings, including background checks and/or drug screenings, attestation of COVID-19 vaccination status, and precautions against COVID-19 in select work settings, subject to all applicable local, state and federal laws. Safelite will grant reasonable accommodations that do not cause an undue hardship to the business to legally entitled associates.