Senior UX Researcher

San Francisco or Melbourne
Posted on:
October 16, 2020

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 encouraging collaborative working relationships across teams and sharing curiosity about our customers and their needs.

UX Researchers are an integral part of our Product Design organization and play a key role in our design process. In this role, your research will contribute to the design of the tools that help users set up, coordinate and manage their Zendesk accounts and users, enabling our customers to deliver outstanding customer service at scale.

What We’re Looking For

A Senior User Experience Researcher who can demonstrate success in supporting design and product partners with research that can be easily implemented in our B2B software development environment. We need someone who has conducted both moderated and unmoderated studies, remotely and in person. You recognize most web design component patterns and can explain to partners the experience trade-offs for each one.

You are familiar with other qualitative or quantitative user research such as benchmarking, card sorting, group moderation, or survey design - and are eager to learn new methods. You care deeply about how the products you work on, can support their users, and can clearly define and advocate for user needs.

What You Get To Do Every Week

  • Work collaboratively with designers, product managers, marketing and engineering teams across our global organisation.
  • Participate in regular design critiques and standup meetings.
  • Select appropriate methods to turn open questions into formal research plans to advise feature development and roadmaps, and mentor others on executing those plans.
  • Partner with data analysts and other UX Researchers to craft coordinated research strategies and communicate them to partners
  • Document insights, triangulating data from different sources and methods to find opportunities for improving the product experience.
  • Translate insights into impactful recommendations in partnership with partners.
  • Share research results across the organization to generate empathy and encourage action on behalf of Zendesk’s users, customers and potential customers.

What You Bring To The Role

  • A minimum of three years of professional work experience in applied product research, preferably for a commercial B2B or SaaS company.
  • A portfolio of work samples showing how you have executed qualitative and quantitative user research methods, and demonstrating the impact of your research on product design or strategy.
  • The ability and experience to work independently, be highly organized, creative, curious and insightful.
  • Familiarity with quantitative analysis, sampling methods and validity in research design.
  • Strong written and verbal communication skills that let you illustrate and share study plans, findings and insights creatively and persuasively - both in an individual and group setting.
  • The flexibility to meet remotely with teammates and customers in different time zones, and occasionally travel to meet them in person.
  • University degree in interaction design, psychology, human factors or a related subject area.
  • A UX Research portfolio is highly preferred.

Zendesk builds software for better customer relationships. It empowers organizations to improve customer engagement and better understand their customers. Zendesk products are easy to use and implement. They give organizations the flexibility to move quickly, focus on innovation, and scale with their growth.

More than 150,000 paid customer accounts in over 150 countries and territories use Zendesk products. Based in San Francisco, Zendesk has operations in the United States, Europe, Asia, Australia, and South America.

Interested in knowing what we do in the community? Check out the Zendesk Neighbor Foundation to learn more about how we engage with, and provide support to, our local communities.

Zendesk is an equal opportunity employer, and we’re proud of our ongoing efforts to foster diversity & inclusion in the workplace. Individuals seeking employment 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, physical or mental disability, military or veteran status, or any other characteristic protected by applicable law.

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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