UX Researcher

Las Vegas, NV
Posted on:
April 1, 2021

About the job

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 Research is an integral part of our Product Design process! This role will support our global Growth team by making it easier to try, buy, and adopt Zendesk products.

Who We're Looking For

We're seeking a dedicated User Experience Researcher who can demonstrate success in supporting product design and development partners with impactful research, who cares deeply about how the experiences they support will affect their users, and is curious, detail oriented, and eager to learn new methods. Please have experience conducting remote and face-to-face usability methods such as moderated and un-moderated studies, A/B testing and in-depth interviews, within a dynamic product organization.

What Our Researchers Get To Do Every Week

  • Work collaboratively with designers, product managers, marketing and engineering teams.
  • 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 feature development.
  • Partner with 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 customer journeys.
  • Conduct formative and summative evaluations during key points in development.
  • Use workflows, scenarios, profiles and video to report on customer behavior and articulate the goals, behavior and preferences of Zendesk customers.
  • Translate insights into meaningful recommendations in partnership with design and marketing teams.
  • Assist in the creation and upkeep of customer personas and our UX research archive.
  • Share research results across the organization to generate empathy and inspire innovation on behalf of Zendesk’s users, customers and prospects.

Basic Qualifications

  • A portfolio of work samples showing how you have executed qualitative and quantitative user research methods, and demonstrating the impact of your research on the customer or user experience or business strategy.
  • 2 years+ of professional experience in applied product research, preferably supporting a design team for a commercial B2B, B2C, SaaS or mobile product experience.

Preferred Qualifications

  • Familiarity with survey design, quantitative and qualitative analysis, sampling methods and validity in research design.
  • 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.

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 global diversity, equity, & 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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