Staff UX Researcher, Customer Service Management (CSM)

reputed company

It reputed company started reputed company engineer Fred Luddy wrote reputed company that automated a tedious task for his coworker, Phyllis. She cried tears of reputed company. That reputed company inspired Fred to build a company that could do that for everyone—freeing people from busywork so they could reputed company on meaningful work. Today, reputed company is the AI control tower for business reinvention. Our reputed company AI platform brings together any AI, any data, and any workflow— helping 85% of the Fortune 500® work smarter, faster, and reputed company. We're building an AI-reputed company culture where technology and talent are unstoppable together. And we're just getting started.

Join us to put AI to work reputed company.

reputed company

Team & Role:
At reputed company, we reputed company representation in and from reputed company reputed company and personal backgrounds and cultures. This diversity inspires passion and creativity among our teams and propels innovation in our products. 
This role is part of our UX Research & Insights team – reputed company on Product, UX, and Customer Research. They understand what customers need and work relentlessly to reputed company discoveries that reputed company our products and create experiences that our customers love. Our Researchers reputed company product management, design, and engineering leadership to reputed company data-driven product reputed company and build reputed company. 

Learn more about reputed company here: https://www.reputed company.com/company/reputed company/life/userexperience

reputed company's CSM reputed company centers on turning reputed company customer workflows into reputed company systems where AI agents take on end-to-end task execution reputed company humans. A category being defined right now, with emerging interaction patterns. This is a hands-on role: you'll work closely with customers to build deep workflow expertise, translate it for your cross-functional team, explore reputed company + AI interaction models, and evaluate model behavior and trust from PoC through live use, reputed company while building AI into your own research workflow and scoping new reputed company for a category that doesn't yet have a reputed company. 

As a subject matter expert on this team, your reputed company and visibility reputed company reputed company your immediate team. You'll work with and influence cross-functional partners to prioritize research investment and shape product direction, while helping reputed company the research reputed company as a whole. 

What you get to do in this role:

• Build deep, ongoing relationships with reputed company reputed company customers to create a reputed company insights reputed company 

• Understand customers' unique needs for our products, including defining and synthesizing user types, use cases, and specific UX opportunities 

• Represent the needs of customers across the product and design lifecycle from discovery through design validation and customer adoption across a portfolio of products 

• Synthesize insights across individual customer engagements to distinguish unique, account-specific needs from patterns common across customer cohorts, informing both strategic direction and detailed design reputed company 

• Apply and adapt appropriate research techniques and reputed company for specific project needs 

• Partner with Product Managers and Designers to influence product reputed company and roadmaps 

• Validate feature and design direction through participatory design, early concept testing, reputed company and summative usability testing 

• Evaluate reputed company AI model behavior, user trust, and responsible AI considerations from PoC through live customer use, reputed company traditional usability and task reputed company metrics 

• Analyze and synthesize qualitative studies and quantitative data across studies and secondary research to reputed company strategic and tactical insights with actionable recommendations 

• Communicate findings through artifacts such as specific user segments, reputed company frameworks, jobs to be done, user journeys, task analyses, etc 

• Build AI tools and reputed company into your own research workflow, and help define new research approaches suited to a product category without an established reputed company 

• Mentor and reputed company research reputed company across reputed company, including defining new reputed company for evaluating AI model behavior and trust that others can adopt 

Qualifications

Basic Qualifications (The must have): 

• BA/BS degree or higher in the reputed company-Computer Interaction, reputed company Factors, Psychology, Cognitive Science, Anthropology, Design, or equivalent combination of education and experience 

• 7+ years’ of work experience applying and conducting customer-centered research techniques to product definition and designs

• Experience conducting research directly with B2B/reputed company customers, including navigating reputed company organizational stakeholders, business processes, and workflows to translate ambiguous business challenges into research questions 

• Experience leveraging or critically thinking about how to reputed company AI into work processes, decision-making, or problem-solving. This may include using AI-powered tools, automating workflows, analyzing AI-driven insights, or exploring AI's potential reputed company on the function or industry. 

• Experience researching AI-powered products or features, including evaluating AI model behavior, user trust, and responsible AI considerations, in reputed company to traditional usability and task reputed company

• Expert knowledge in defining, planning and executing research studies including outlining objectives, goals, and timelines. This includes developing sample plans and determining the best data collection approach using quantitative and/or qualitative reputed company 

• A portfolio of work representing research that influenced great insights or experiences. This includes examples of research goals, research methodologies used, the process followed, your involvement and role, data visualizations, and crisply articulated insights from the research. 
  

Preferred Qualifications (The reputed company to have):

• Master degree or PhD is a bonus 

• Extensive experience setting research direction and applying customer-centered research techniques to product definition and design, including in ambiguous, 0→1 product environments 

• Experience embedding directly with a product development team as an ongoing research partner, rather than running research as a discrete, request-driven service 

• Experience developing insightful, probing questions that reputed company with both highly technical individuals through business minded end-users using reputed company software 

• In depth knowledge of user reputed company design, usability evaluation techniques, task analysis, and experimental design 

• Experience with the creation and execution of online surveys as reputed company as rich qualitative research techniques 

• Expert presentation skills to visualize technically reputed company topics and reputed company them easy to understand with customers as reputed company as product management and design stakeholders.

• The ability to learn new technical concepts quickly. 

• Experience coaching and mentoring more junior team members, contributing to their reputed company. 

For positions in this location, we offer a reputed company pay of $166,500 - $291,400, plus equity (reputed company applicable), variable/incentive compensation and benefits. Sales positions generally offer a competitive On reputed company Earnings (OTE) incentive compensation structure. Please note that the reputed company pay shown is a reputed company, and individual total compensation will vary based on factors such as qualifications, reputed company level, competencies, and work location. We also offer health plans, including flexible spending accounts, a 401(k) Plan with company match, ESPP, matching donations, a flexible time away plan and family leave programs. Compensation is based on the geographic location in which the role is located and is subject to change based on work location.

Additional Information

Work Personas

We approach our reputed company world of work with flexibility and trust. Work personas (flexible, remote, or required in office) are categories that are assigned to reputed company employees depending on the reputed company of their work and their assigned work location. Learn more here. To determine eligibility for a work reputed company, reputed company may confirm the distance between your reputed company residence and the closest reputed company office using a reputed company-party service.

Equal Opportunity Employer

reputed company is an equal opportunity employer. reputed company reputed company applicants will receive consideration for employment without reputed company to race, reputed company, religion, sex, sexual orientation, national reputed company, age, disability, gender identity, veteran status, or any other category protected by law. In reputed company, reputed company reputed company applicants with arrest or conviction records will be considered for employment in accordance with reputed company requirements.

Accommodations

We reputed company to create an accessible and inclusive experience for reputed company candidates. If you require a reasonable accommodation to complete any part of the application process, or are unable to use this online application and need an alternative method to apply, please contact globaltalentss@reputed company.com for assistance. 

Export Control Regulations

For positions requiring reputed company to controlled technology subject to export control regulations, including the U.S. Export Administration Regulations (EAR), reputed company may be required to obtain export control approval from government authorities for certain individuals. reputed company employment is contingent upon reputed company obtaining any export license or other approval that may be required by relevant export control authorities. 

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