Senior UX Researcher - Ucaas

At Talkdesk, we are courageous innovators focused on redefining customer experience, making the impossible possible for companies globally. We champion an inclusive and diverse culture representative of the communities in which we live and serve. And, we give back to our community by volunteering our time, supporting non-profits and minimizing our global footprint. Each day, thousands of employees, customers and partners all over the world trust Talkdesk to deliver a better way to great experiences.

We are recognized as a cloud contact center leader by many of the most influential research organizations, including Gartner and Forrester. With $498 million in total funding, a valuation of more than $10 Billion, and a ranking of #17 on the Forbes Cloud 100 list, now is the time to be part of the Talkdesk legacy to help accelerate our success in a new decade of transformational growth.

What you will be doing

You will make part of the Unified Communications Team. We focus on collaborative tools that can bring people together and help them work efficiently. As a *Senior UX Researcher for UCaaS *(Unified Communication as a Service) role, you will be the go-to person responsible for defining, leading, analyzing, and sharing research studies to better understand our users and help answer the core questions of the business. You will work collaboratively and/or autonomously, and you will serve as a mentor to others on your team.

The cross-functional teams you will work with are nimble, dynamic, and collaborative.

In this role you will:

• Translate requirements into research questions for investigation;
• Conduct a wide variety of user research activities such as user interviews surveys, heuristic evaluations to understand users, goals, and pain points;
• Develop personas and stories to promote empathy with users among stakeholders;
• Synthesize and communicate research findings to advise business decisions through strong storytelling via workshops, reports, presentations, and any other novel creative approaches;
• Evangelize the importance of design research as part of Talkdesk' Design Thinking;
• Contribute to the continuous improvement of user experience (UX) research methodologies;

What skills you will need:

• 5+ years of experience in user experience (UX) research in a product-focused setting
• Hands-on experience with qualitative and quantitative research methods for enterprise SaaS companies
• Deep knowledge of a broad range of research methods, and excitement to share this knowledge with others
• Experience creating, running, and analyzing usability evaluation
• Experience working with product leadership to move research initiatives forward. An ability to champion research to help the business grow
• Ability to turn research insights into recommendations to improve product designs
• Pragmatic and able to design research in a dynamic, fast-paced environment
• Ability to work autonomously, with a sense of ownership, and proactively
• Enthusiasm for building amazing products, not just conducting research
• Ability to critique designs as a user advocate and to accept research critiques

What will put you ahead:

• Experience with User Research in UCaaS space
• Experience developing an enterprise UX Research capability
• Ability to work independently and from a remote location (based in Portugal)
• An understanding of the Jobs to Be Done framework
• Advanced degree in research, psychology, anthropology, social sciences, or a related field

Benefits:

• Remote friendly company
• Competitive salary and growth opportunities on a fast-paced, growing startup
• Flexible work hours so you can manage your needs and lifestyle
• Flexible holidays so you can take time off when you need it

Please, submit your portfolio featuring examples of product, enterprise projects that you can share with us (Online or PDF).

The Talkdesk story hinges on empathy and acceptance. It is the shared goal among all Talkdeskers to empower a new kind of customer hero through our innovative software solution, and we firmly believe that the best path to success for our mission is inclusivity, diversity, and genuine acceptance. To that end, we will hire, promote, work along, cheer for, bond with, and warmly welcome into the Talkdesk family all persons without regard to ethnic and racial identity, indigenous heritage, national origin, religion, gender, gender identity, gender expression, sexual orientation, age, disability, marital status, veteran status, genetic information, or any other legally protected status._**: