Product Researcher, SMC (Small and Mid-Market Customer)

About the job:

Snap Inc is a technology company. We believe the camera presents the greatest opportunity to improve the way people live and communicate. Snap contributes to human progress by empowering people to express themselves, live in the moment, learn about the world, and have fun together. The Company’s three core products are Snapchat, a visual messaging app that enhances your relationships with friends, family, and the world; Lens Studio, an augmented reality platform that powers AR across Snapchat and other services; and its AR glasses, Spectacles.

Snapchat is a camera and messaging app that connects people to their friends and the world. Every day around the globe, millions of people use Snapchat to communicate with friends, build relationships, play, and learn. No matter where you are or how you express yourself, it’s always the fastest way to share a moment!

We are looking for a Product Researcher, SMC (Small and Mid-Market Customer) to join Snap Inc. This role will take responsibility for optimizing the advertiser experience for our digital advertising platform and go-to-market solutions. This role will take responsibility for collecting and socializing insights related to customer journeys on and within product, marketing, and sales touchpoints.

The successful candidate will be a native Arabic speaker and will drive the execution of SMC customer insights projects across the MENA region, and globally. The role is ideal for someone with proven hands-on B2B insights experience, a hunger to drive significant business impact, and an interest in engaging deeply in work execution. The ability to create strong cross-functional partnerships with SMC Growth, Sales, Marketing, Data, Engineering, and Product will be critical for success in the role. The position will report to the SMC Head of Insights.

What you’ll do:

• Conduct surveys and interviews to understand customer experience, customer needs, pain points, behaviors, and preferences.
• Analyze data from website analytics and other sources to identify areas for improvement in the customer experience and content.
• Use qualitative and quantitative methods to evaluate existing and new features on a self-serve website and ensure the features are advertiser-friendly, intuitive, and meet the needs of the target audience.
• Develop an understanding of advertiser customer journeys and their needs during different website sessions/visits.
• Create customer personas, advertiser flows, wireframes, and other design artifacts to communicate product, marketing, and sales solutions.
• Continuously monitor and evaluate the effectiveness of changes to customer touchpoints including our Ad platform and public-facing websites and make recommendations for further improvements.

Knowledge, Skills & Abilities:

• Experience with qualitative methodologies - individual and group interviews, diary studies, direct observation, think-aloud usability experience testing, etc.
• Familiarity with website analytics tools, such as Google Analytics or Adobe Analytics.
• Ability to present and brainstorm research findings with both technical and non-technical/business audiences.
• Ability to connect the dots between disparate sources and think strategically about how recommendations will impact the bottom line of the business in the short-term and long-term.

Minimum Qualifications:

• At least 8 years of experience conducting B2B research for SaaS businesses or self-serve websites.
• Bachelor/Master in Computer Science, Human-Computer Interaction, Information Science, Psychology, Social Science, or any related field or equivalent years of experience.
• Fluency in Arabic preferred.

Preferred Qualifications:

• Experience with quantitative research (metrics, survey design, response effects, sampling, crosstabs, and statistical concepts, etc.).
• Experience in evaluating, negotiating, and working with external research vendors.
• Ability to demonstrate critical thinking beyond business requests.
• Enjoy collaborative work in a dynamic, data-driven, and creative environment.