About the Role
The Senior UX Researcher (Product Insights) plays a critical role in uncovering the underlying reasons behind user behavior and translating these insights into actionable strategies that inform product and design decisions. This position is part of the Data & Insights team and involves collaboration with Product, Design, Product Marketing, Product Analytics, Customer Success, and Support. As a senior individual contributor, this role offers a high degree of ownership and requires an individual capable of independently setting research priorities, establishing research processes, and leading high-impact studies from inception to conclusion.
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Key Responsibilities
- Research strategy and operations: Define and maintain the research toolkit, which includes a central research repository with a consistent tagging taxonomy, participant recruitment strategies, GDPR-compliant consent processes, and repeatable research workflows.
- Design partnership and usability testing: Serve as a dedicated research partner for the Design team. Conduct usability, concept, and prototype tests throughout the design process, providing evidence regarding navigation, information architecture, and cross-product consistency to inform design decisions.
- End-to-end research: Plan and execute generative and evaluative studies on high-priority questions, ranging from discovery research for significant roadmap initiatives to usability testing of key workflows before and after product launch.
- Research enablement: Create unbiased research questions, structured interview guides, and feedback frameworks. Mentor Product Managers, Product Marketing Managers, and Customer Success and Support teams in conducting effective customer interviews and lightweight usability sessions.
- Qualitative analysis: Analyze customer conversations, interview transcripts, surveys, and feedback to identify recurring themes, pain points, and unmet user needs.
- Voice of the customer: Aggregate insights from support tickets, review sites, NPS/CSAT comments, and churn feedback to develop a comprehensive view of user needs.
- Mixed-methods synthesis: Collaborate with Product Analytics to integrate behavioral data (usage, adoption, engagement, retention) with attitudinal data (interviews, surveys) for a complete understanding of user behavior.
- Insights to action: Translate findings into prioritized opportunities, personas, Jobs-to-be-Done frameworks, and journey maps. Communicate these insights through compelling storytelling to stakeholders, including senior leadership.
Requirements
- 5+ years of experience in UX research, preferably within B2B SaaS environments.
- Proven experience in establishing a research practice independently, including developing tools, processes, and repositories.
- Strong mixed-methods expertise, including:
- User interviews, moderated and unmoderated usability testing, concept testing, contextual inquiry, diary studies, and survey design
- Thematic analysis and affinity mapping
- Experience collaborating closely with product designers: testing prototypes and informing information architecture and interaction design through methodologies such as card sorting and tree testing.
- Comfortable working with product analytics and possessing a solid grounding in survey statistics.
- Ability to independently prioritize research activities and effectively influence Product and Design decisions with minimal supervision.
- Excellent communication and storytelling skills, with a demonstrated ability to present findings to senior stakeholders.
- Experience in coaching non-researchers to conduct research successfully.
- Strong understanding of research ethics and GDPR-compliant handling of participant data.
- A portfolio of case studies that illustrate research initiatives that influenced product decisions and resulted in measurable outcomes.
Preferred Qualifications
- Experience in EdTech, L&D, or content-authoring tools.
- Experience researching AI-powered product features and responsibly utilizing AI tools to enhance analysis and synthesis processes.
- Experience researching multi-product or platform experiences.
- Familiarity with tools such as Dovetail, Condens, Maze, UserTesting, Qualtrics, Typeform, Mixpanel, Figma, and Miro.
