Eric Russell
Senior UX & Consumer Insights Researcher | Quant + Qual | Human Factors MA
- Role
- Senior Specialist, Consumer Insights at Pilot Company
- Location
- Knoxville, TN, US
- LinkedIn followers
- 500 followers
About Eric Russell
As a User Experience Researcher, I apply my expertise in human factors and neuropsychology to create user-friendly and impactful products. I lead critical UX research projects that shape the product roadmap and boost user satisfaction.I am motivated by being a part of team that mentors and elevates a dynamic team of UX researchers, promoting best practices and professional advancement. My passion for UX research stems from my education background, where I earned a Master of Arts in Human Factors and Applied Cognition from George Mason University and a Bachelor of Science in Neuroscience from Maryville College. My goal is to leverage research to design human-centered products that make the world a better place, one experience at a time.
Experience
Senior Specialist, Consumer Insights
May 2024 — Present · Knoxville, TN, US
Pilot has grown from a single gas station into North America’s leading travel center and energy provider, fueling journeys for drivers across the U.S. and Canada. Today, as a Berkshire Hathaway company, Pilot operates one of the largest travel center networks and tanker fleets, supplying around 12 billion gallons of fuel annually while expanding into biodiesel, renewable fuels, EV charging, and other low‑carbon solutions.• Lead end-to-end UX research for the Pilot app and digital ecosystem, running 9+ usability, prototype, and journey studies that improved core navigation success from 70.3% to 84.9% and established an annual usability benchmarking program using ISO 9241 and SUS metrics.• Design and execute multi-method research (usability tests, JTBD interviews, journey work, heuristic reviews, embedded surveys, and open-end analysis) to optimize key digital experiences.• Serve as a strategic partner to Product, Design, Food & Beverage, and Loyalty teams—facilitating persona and roadmap workshops, aligning guest segments to product decisions, and turning complex insight narratives into clear, actionable recommendations.• Lead and support food and loyalty research, validating new products and offers, shortening test cycles, and shaping menu and loyalty strategy around drivers’ real-world needs.• Build and socialize research infrastructure for the Consumer Insights team, including a UX Research Playbook, updated scorecards, proprietary metrics, and new reporting formats that raise the quality, consistency, and visibility of qualitative and UX work across the organization.
Education
Maryville College
Bachelor of Science (B.S.), Neuroscience (Psychology)
2012 — 2016
George Mason University
Master of Arts - MA, Human Factors and Applied Cognition
2018 — 2020
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