Senior UX Research and CX Strategist

Mom’s Meals delivers medically tailored meals that help people live healthier, more independent lives. As we expand across the Food-as-Medicine ecosystem, we’re building a research-driven organization that turns empathy into evidence and insight into action. We’re seeking a founding Senior CX/UX Researcher to create and lead our research discipline, establishing the frameworks, tools, and culture that make customer understanding central to every decision. You’ll define the research vision, design and execute studies, and translate findings into measurable improvements in engagement, satisfaction, and outcomes. This is a build-it-from-scratch role for a strategic practitioner who can both lead and do, shaping how a mission-driven healthcare company learns, innovates, and delivers meaningful experiences at scale. This position will report to the Head of Product. Salary range: $116,644-160,400 Position Responsibilities may include, but not limited to • Build the Function: Develop a company-wide research strategy and roadmap. Stand up tools, repositories, and repeatable processes that scale insight generation and promote evidence-based decisions • Lead Research: Plan and execute qualitative and quantitative studies (interviews, surveys, usability, ethnography) that uncover unmet needs and reveal opportunities to improve engagement, satisfaction, and adherence • Advance Measurement: Partner with analytics and product to define success metrics and link behavioral and attitudinal data, demonstrating clear ROI for research investments • Prioritize the Experience: Identify friction points across digital and service journeys to reduce cost-to-serve, improve retention, and increase referral satisfaction • Drive Insight to Action: Translate research into actionable frameworks and executive narratives that connect insight → decision → business result. Influence leaders to prioritize high-impact improvements • Partner Across Teams: Collaborate with Design, Clinical, and Operations teams to embed insight early in product and service development • Enable the Org: Coach product and design teams in lightweight research methods, cultivating a culture of curiosity, empathy, and experimentation Required Skills and Experience • 8+ years in UX, CX, or Service Design Research within healthcare, health tech, or other complex service environments • Proven success building or scaling a research function and demonstrating measurable business and user impact • Expertise in qualitative and quantitative methods, synthesis, and storytelling for technical and executive audiences • Ability to connect insight to outcomes across digital, clinical, and operational experiences • Curiosity, empathy, and a bias toward practical, data-driven action Preferred Skills and Experience • Background in Medicaid, Medicare, LTSS, or SDOH programs • Experience in public health, anthropology, or design strategy • Research with older adults or vulnerable populations; familiarity with HIPAA standards Physical Requirements • Repetitive motions that include the wrists, hands and/or fingers • Sedentary work that primarily involves sitting, remaining in a stationary position for prolonged periods • Visual perception to perform job including peripheral vision, depth perception, and the ability to adjust focus Apply tot his job