Jobs at Alaska Airlines & Horizon Air

Job Information

Alaska Airlines User Experience Researcher in Seattle, Washington


We're creating an airline people love. It begins with each Alaska Airlines employee, bringing unique strengths and energy to our work in the air and on the ground. Every day, we go beyond what's expected and reach for the remarkable, together.


Role Summary

As an individual contributor, you'll work across several e-commerce product teams, partnering with other researchers, designers, product managers to develop and maintain the user experiences for, our mobile apps, and kiosks. The UX Researcher will contribute and conduct research with limited direction and oversight.

Scope & Complexity

As an individual contributor the User Experience Researcher role is responsible for conducting research and providing solutions based on User Experience at Alaska.

Key Duties

  • Advocate for usability, accessibility, and good user experience design throughout the product development process.

  • Conduct large scale research activities with little guidance, including interviews, contextual inquiries, field visits, prototype evaluations and more, focused on understanding our customers and their behaviors and motivations.

  • Create generative and evaluative research plans, identifying goals, methods and timelines, developing participant screeners and writing discussion guides.

  • Moderate sessions and participate in notetaking and affinity diagraming activities to gather data and developing

  • Synthesize insights into actionable insights and guidance: personas, journey maps, mental models, usability reports, etc. for shared and future use. Balance the level of detail for documentation with time.

  • Present research insights in a digestible story at different levels of depth depending on the audience. Reports will be interactive and engaging.

  • Present to diverse audiences including e-commerce team members and executives in an easy to understand way, leveraging best practices of storytelling.

  • Leverage existing sources of customer feedback and data such as analytics, satisfaction surveys, and best practices research

  • Manage research admin activities, such as maintaining research team SharePoint site and research tracking spreadsheets

  • Utilize analytics and AB testing to inform product recommendations and define metrics as needed

  • Build partnerships and working agreements with product, marketing and analytics teams by communicating frequently

  • Mentor, coach and train team members about the research methods and user centered design process

Job-Specific Experience, Education & Skills


  • 2 years of experience in User Experience or related area.

  • Bachelor's degree with a focus in behavioral science, human factors, psychology, or design, or an additional two years of relevant training/experience in lieu of this degree.

  • High school diploma or equivalent.

  • Minimum age of 18.

  • Being willing to travel to conduct research (1 to 2 days a month)


  • 4 to 7 years in related field preferred

  • Experience and/or working knowledge of conducting generative research, site and field visits

  • Experience with and other user research tools for remote research efforts

  • Experience integrating research insights into Lean UX and agile product development.

  • Understand pros and cons of different research approaches, including when and how to apply them during different phases of design.

  • Strong communication, presentation and interpersonal skills.

  • Understanding of analytics and AB testing and to define metrics as needed

  • 2 years+ working in e-commerce

  • Excellent problem solving and decision making skills.

  • Interest in conducting a wide range of studies from foundational generative research to evaluative research to guerilla and lean UX research activities.

Job-Specific Leadership Expectations

Embody our values to own safety, do the right thing, be kind-hearted, deliver performance, and be remarkable.


Horizon Air and Alaska Airlines are equal opportunity employers. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, gender expression, national origin, age, protected veteran or disabled status, or genetic information.

Horizon Air and Alaska Airlines will consider for employment qualified applicants with arrest and conviction records in accordance with applicable Federal, State, and local laws.

Horizon Air and Alaska Airlines participate in E-Verify, a service of the Department of Homeland Security (DHS) and Social Security Administration (SSA), where required.

Job ID 36205

Location Seattle, WA

FLSA Status Exempt

Full/Part Time

Regular/Temporary Regular