Lead Ux/cx Researcher - Platform As a Service

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.

Who are you?

• A tireless advocate for ux processes and cross-functional collaboration including product, research, engineering, data, content, sales, and our customers
• Self motivated anz flexible and has high energy to get work done

What will you be doing?

You will be part of the Platform as a Service Business Unit working in the PaaS Product Design Team. As a Lead UX/CX Researcher for PaaS, you will be the go-to person responsible for all UX research processes, methodologies, operations, and tools. You will work collaboratively and/or autonomously and you will serve as a mentor to everyone in the team. The cross-functional teams you will work with are nimble, dynamic, and collaborative.

In this role you will:

• Define a UX Research process that enables the teams to clarify and solve UX problems effectively
• Standardize UX research methodologies, tools & processes to support the growth of UX research practices within PaaS
• 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;
• Develop a process to communicate and share insights, case studies, success stories with the organization)
• Evaluate and implement new tools with product designers and cross-functional partners to solve our growing need to collaborate globally, across designers and cross-functional product partners
• Contribute to increasing the understanding, self-awareness and continuous improvement of user experience (UX) research methodologies;

What skills will you need?

• 5+ years of experience in user experience (UX) research in a product-focused setting
• Excellent written and oral english language skills
• Ability to work autonomously, with a sense of ownership, and proactively
• 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 and with remote testing tools
• Experience working with product leadership to move research initiatives forward
• An ability to champion research to help the business grow
• Ability to effectively share research findings and turn research insights into recommendations to improve product designs
• Pragmatic and able to design research in a dynamic, fast-paced environment
• Enthusiasm for building amazing customer experience, not just conducting research
• Ability to critique designs as a user advocate and to accept research critiques

What will put you ahead

• Experience with UX Research in CX market
• Experience developing an enterprise UX Research capability
• Ability to work independently and from a remote location
• Advanced degree in research, psychology, anthropology, social sciences, or a related field
• Used to work with multidisciplinary teams (product, engineering, design, data, marketing, sales, etc)

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 and 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