We are currently seeking two Senior User Researchers to specialize on the customer experience and fulfillment side. Senior User Researchers have a tremendous opportunity to shape the direction of the product with user-driven change and development. You will be joining a rapidly growing research team in an organization with great enthusiasm and appetite for insights.

  • Act in a consultative and advisory role to product managers, designers, and engineers on the product team to identify research topics and proactively plan generative and evaluative research
  • Define success metrics, goals and testable hypotheses, then plan research activities based on those definitions
  • Independently execute multi-phased research projects end-to-end, including writing screeners and scripts, moderating user interviews, analyzing and synthesizing findings, and making strong recommendations to the team
  • Work with other research-related functions such as market research, data science, and analytics to triangulate and contextualize user research findings
  • Identify meaningful insights that fuel improvements to our product features and ignite new ones
  • Communicate and present insights to various stakeholders in a clear and persuasive manner
  • Ensure research is integrated into the product development process wherever it can have a meaningful impact
  • Facilitate and help shape the research and design process
  • Identify opportunities for research to have greater impact across product teams and throughout the organization
  • Support other researchers by collaborating on research plans and participating in pilot sessions
  • Mentor junior researchers as they support collaborative research efforts and execute independent projects

Qualifications:

  • 5+ years conducting research in a consumer-focused product organization – bonus points if the product served multiple customer types
  • Deep understanding and experience with various qualitative and quantitative research methodologies and techniques such as contextual inquiries and interviewing, usability testing, surveys, workshop facilitation, usage data analysis and triangulation
  • Experience managing and prioritizing concurrent projects involving cross-functional teams
  • Experience dealing with high levels of organization complexity, working directly with product managers, designers, and engineer, taking into account business and technical constraints when planning research and making recommendations
  • Clear and compelling presentation skills with proven ability to integrate insights into product design and a user-centered design practice
  • Ability to work flexibly and efficiently, executing rigorous research in a timely manner
  • Extreme organizational and time-management skills
  • Ability to use research insights to develop personas, journey maps and process flows
  • A passion for user research, the user, and a truly collaborative spirit
  • Ability to self-manage, self-motivate and deal with large amounts of complexity and ambiguity
  • Willingness to do whatever needs to be done, from recruiting and managing technical setup for a study to training engineers, designers, and PMs to help with data collection for large-scale user research projects
  • Advanced degree desired; minimum of Bachelor’s degree in Psychology, Cognitive Science, Human-Computer Interaction, Design, Human Factors, Anthropology, a related field or the equivalent experience

 

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Location San Francisco, CA

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