Lead UX Researcher

London, England
Posted on:
August 18, 2021

Job Description

At Zendesk, our goal is to help bring companies and their customers closer together. We know that communication is the key to happy relationships, so we build software that makes customer conversations easier and more productive. We believe in collaborative working relationships, curiosity about our prospects and customers, insight-informed design, and delivering solutions that solve real problems for our customers.

UX Researchers are an integral part of our Product Design organisation! In this role, you will craft and execute sophisticated research projects that affect multiple teams. Your research will contribute to designs for Zendesk products that are powerful and easy to use.

Who We're Looking For

This opportunity is for a Lead User Experience Researcher with demonstrated ability supporting design teams with insightful, impactful research. Successful candidates will have expertise with a variety of remote and face to face research methods, a gift for mentoring colleagues, and a passion for the user experience.

What Our Researchers Get To Do Every Week

Work collaboratively with designers, product managers, marketing and engineering teams supporting our product development efforts.

Participate in weekly design critiques and standup meetings.

Select appropriate research methods to turn open questions and curiosities into formal research plans, and execute those plans to inform product and design strategy.

Partner with product management, data analysts and other UX Researchers to craft coordinated research strategies and insights, triangulating data from different sources and methods to find opportunities for improving the customer journey.

Use workflows, scenarios, profiles and reports to document customer behavior, and articulate the goals, behavior and preferences of Zendesk customers.

Translate insights into meaningful recommendations with design and product partners.

Assist in the creation and upkeep of user personas, our research training materials, and our UX insights library.

Share research results across the organisation to generate empathy and inspire action on behalf of Zendesk’s users, customers and prospects.

What You Bring To The Role

  • A portfolio of work samples showing how you have executed qualitative and quantitative user research studies, and demonstrating the impact of your research on the customer experience or business strategy.
  • At least eight years of professional experience in applied product research, preferably supporting a design team for a commercial B2B, B2C, SaaS or mobile product experience.
  • A human-centric approach to research, and the ability to be highly organised, creative and empathetic.
  • Expertise with moderated and unmoderated testing, ethnographic research, group facilitation, survey design, sampling methods and validity in research design.
  • Knowledge of the cognitive principles that impact how people perceive online information.
  • Strong written and verbal communication skills that let you illustrate and share study plans, findings and insights creatively and persuasively.
  • The flexibility to meet remotely with teammates and customers in different time zones, and occasionally travel (when safe to do so) to meet them in person.
  • University degree in interaction design, psychology, human factors or a related subject area.

About Zendesk - Champions Of Customer Service

Zendesk started the customer experience revolution in 2007 by enabling any business around the world to take their customer service online. Today, Zendesk is the champion of great service everywhere for everyone, and powers billions of conversations, connecting more than 100,000 logos with hundreds of millions of customers over telephony, chat, email, messaging, social channels, communities, review sites and help centers. Zendesk products are built with love to be loved. The company was conceived in Copenhagen, Denmark, built and grown in California, taken public in New York City, and today employs more than 4,000 people across the world. Learn more at www.zendesk.com.

We believe in service. Learn more about how we provide support to our local communities with volunteering, grants and product donations.

Zendesk is an equal opportunity employer, and we’re proud of our ongoing efforts to foster global diversity, equity, & inclusion in the workplace. Individuals seeking employment and employees at Zendesk are considered without regard to race, color, religion, national origin, age, sex, gender, gender identity, gender expression, sexual orientation, marital status, medical condition, ancestry, disability, military or veteran status, or any other characteristic protected by applicable law. We are an AA/EEO/Veterans/Disabled employer. If you are based in the United States and would like more information about your EEO rights under the law, please click here.

Zendesk endeavors to make reasonable accommodations for applicants with disabilities and disabled veterans pursuant to applicable federal and state law. If you are an individual with a disability and require a reasonable accommodation to submit this application, complete any pre-employment testing, or otherwise participate in the employee selection process, please send an e-mail to benefits@zendesk.com with your specific accommodation request.

By submitting your application, you agree that Zendesk may collect your personal data for recruiting, global organization planning, and related purposes. Zendesk's Candidate Privacy Notice explains what personal information Zendesk may process, where Zendesk may process your personal information, its purposes for processing your personal information, and the rights you can exercise over Zendesk’s use of your personal information.

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