Staff UX Researcher (Customer Service Management)

At [REDACTED], we embrace representation in and from all professional 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 – focused on Product, UX, and Customer Research

They understand what customers need and work relentlessly to make discoveries that elevate our products and create experiences that our customers love

Our Researchers enable product management, design, and engineering leadership to make data-driven product strategy and build decisions

[REDACTED]’s CSM strategy centers on turning structured customer workflows into agentic systems where AI agents take on end-to-end task execution alongside 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 human + AI interaction models, and evaluate model behavior and trust from PoC through live use, all while building AI into your own research workflow and scoping new methods for a category that doesn’t yet have a playbook

As a subject matter expert on this team, your impact and visibility extend beyond your immediate team

You’ll work with and influence cross-functional partners to prioritize research investment and shape product direction, while helping elevate the research practice as a whole

Build deep, ongoing relationships with lead enterprise customers to create a continuous insights loop

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 decisions

Apply and adapt appropriate research techniques and methods for specific project needs

Partner with Product Managers and Designers to influence product strategy and roadmaps

Validate feature and design direction through participatory design, early concept testing, formative and summative usability testing

Evaluate agentic AI model behavior, user trust, and responsible AI considerations from PoC through live customer use, alongside traditional usability and task success metrics

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

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

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

Mentor and elevate research practice across the team, including defining new methods for evaluating AI model behavior and trust that others can adopt

Benefits

• Generous family leave
• Matched donations
• Annual learning stipends
• Flexible PTO
• Competitive retirement plan
• Paid volunteer time