At Zendesk, we all know that turning in nice customer support studies is the important thing to operating a a hit trade. Our purpose is to make customer support higher by way of construction tool that brings firms and their shoppers nearer in combination, units firms up for good fortune, and helps to keep companies in sync.
We imagine in collaborative running relationships, interest about our shoppers, insight-informed design, and turning in answers that clear up actual issues for our shoppers.
UX Researchers are an integral a part of our Product Building group! On this function, you are going to craft and execute refined analysis tasks which require an in-depth analysis of variable components. Your analysis will give a contribution to designs for Zendesk merchandise which can be tough and simple to make use of.
As a Lead Consumer Revel in Researcher, you are going to use quite a few analysis methodologies to assist outline the imaginative and prescient for the consumer revel in of our tool. You are going to lead end-to-end analysis important to the good fortune of Zendesk by way of making sure we meet our shoppers’ wishes, set our shoppers up for good fortune, and stay our shoppers’ companies in sync.
This function can be primarily based remotely in america.
Who we’re on the lookout for:
This chance is for a Lead Consumer Revel in Researcher with demonstrated talent partnering with cross-functional groups (e.g., design, product, knowledge analytics, advertising) to construct strategic analysis plans that ship insights that assist them make selections. A hit applicants may have experience with quite a few faraway and face-to-face analysis strategies, a present for mentoring colleagues, a pressure to steer division and org-wide projects, and a zeal for the consumer revel in.
What our researchers get to do each and every week:
- Paintings collaboratively with designers, product managers, advertising and engineering groups to supply buyer insights that gasoline our product construction efforts.
- Take part in and lead weekly huddles and standup conferences with product, design, and analysis groups.
- Make a choice suitable analysis how you can flip open questions and curiosities into formal analysis plans, and execute the ones plans to tell product and design technique.
- Spouse with product control, knowledge analysts and different UX Researchers to craft coordinated analysis methods and insights, triangulating knowledge from other resources and how you can in finding alternatives for bettering the client adventure.
- Use workflows, eventualities, profiles and stories to file buyer habits, and articulate the objectives, habits and personal tastes of Zendesk shoppers.
- Translate insights into significant suggestions for design and product companions.
- Help within the advent and evolution of consumer personas, our analysis coaching fabrics, and our Analysis & Perception Heart.
- Proportion analysis insights around the group to generate empathy and encourage motion on behalf of Zendesk’s customers, shoppers and possibilities.
What you carry to the function:
- A portfolio of labor samples demonstrating experience in a wide palette of study strategies (e.g. moderated and unmoderated trying out, ethnographic analysis, team facilitation, survey design, sampling strategies and validity in analysis design) and the way your analysis has impacted the client revel in or trade technique
- A confirmed report of proactively in search of alternatives to proportion experience and construct wisdom among the remainder of the UX Analysis crew and Product Building group
- Very good conversation talents being able to ship crisp shows, suitable tone, and transparent insights that let for fast and correct resolution making
- Management talents to proactively get up analysis systems (i.e., benchmarking analysis, UX measurements/monitoring systems, growing guides/equipment to scale analysis) and the foresight to verify analysis systems are aligned with the product technique
- Robust collaboration talents to construct crew degree relationships between the UX Analysis crew, their very own product crew, and different XFN crew contributors
- Skill to conceptualize and put in force unique answers to impactful trade issues, requiring ingenious and outside-the-box pondering
- The versatility to fulfill remotely with teammates and shoppers in several time zones, and from time to time go back and forth (when secure to take action) to fulfill them in individual
- College stage in interplay design, psychology, human components or a similar topic house
Most well-liked necessities:
- No less than 8 years {of professional} revel in in carried out product analysis, ideally supporting a design crew for a business B2B, B2C, SaaS or cellular product revel in.
- A sophisticated stage in interplay design, psychology, human components, or a similar topic house.
On this function, you’ll paintings essentially remotely with the toughen of a dynamic and being concerned crew. We’ll give you the virtual equipment and studies to be in combination–even if we’re aside. Being virtual first doesn’t imply we’re virtual best. You’ll even have the versatility to enroll in us at a Zendesk workspace, in one in every of our Zendesk places of work or our flex administrative center areas. We can carry our other folks in combination now and again to glue, collaborate, be told, or have a good time in individual.
America annualized base wage vary for this place is $154,000.00-$232,000.00. This place will also be eligible for bonus, advantages, or similar incentives. Whilst this vary displays the minimal and most worth for brand new rent salaries for the placement throughout all US places, the be offering for the a hit candidate for this place can be according to process similar features, acceptable revel in, and different components corresponding to paintings location. Please word that the reimbursement main points indexed in US function postings replicate the bottom wage best (or OTE for commissions primarily based roles), and don’t come with bonus, advantages, or similar incentives.
