We’re UserTesting, a leader in experience research and insights; we believe the path to human understanding and great experiences start with a shared understanding—seeing and hearing how another person engages with the world around them and taking in their perspective. Working at UserTesting, you will be empowered to help organizations  discover the human side of business–transforming how they work, collaborate, innovate, and bring new products and experiences to market. This is what inspires us, and it’s how we enable companies to connect with their audiences naturally and organically through an experience that is uniquely, and intentionally human.

A trusted company by top brands for 15+ years, UserTesting, recently merged with UserZoom, has over 3,400 customers in 50 countries, including 75 of the Fortune 100 companies. Joining our team means being part of a passionate group focused on transforming how companies learn from and understand their customers. Come join us and help us build the engine for human understanding.

The Team

What makes the difference between a product that's engaging and easy to use, versus one that's frustrating, broken, and complicated? Here at UserTesting, our mission is to help our customers create great experiences. We enable every organization to deliver the best customer experience powered by human insight. 

Our Consulting Services team enables customers to employ industry best practices and operationalize research in their organizations to incorporate data-driven decision-making through UserTesting to drive their business outcomes.

Job Summary:

As a Senior Experience Research Consultant on our Consulting Services team, you will act as a trusted advisor and research expert to help clients operationalize research in their organizations via UserTesting and ultimately develop a successful research strategy. You'll work closely with our internal teams to drive success with a portfolio of top brands in EMEA. 

Suppose you love solving problems through an intensely collaborative research process, providing strategic recommendations to help companies move the needle by building customer empathy, creating a meaningful experience, and communicating these ideas. In that case, you may be our ideal candidate.  In applying for this job, you’ll assess current research practices and functions, provide a path forward for our customers, and help our customers surface invaluable insights that influence the following steps and critical decisions that drive action.  We seek a highly organized, goal-oriented, self-motivated, self-managed individual who has a strong passion for executing innovative research. 

What you will be doing:

• Act as a partner and trusted advisor for customers and assist them with developing a successful experience research strategy.
• Bring strategic thinking and business acumen to facilitate discussions with customers about their companies’ business objectives and how research drives their success
• Mentor junior consultants to help them expand how they work with different customer challenges and grow their skill sets
• Plan and lead workshops and trainings around crucial customer needs (e.g., scaling research, measuring KPIs, research operations, benchmarking) 
• Enable customers in UserTesting use cases, methodologies (qualitative and quantitative), and platform features. You will tailor enablement based on customers’ specific goals and level of research experience.
• Drive adoption of UserTesting as an embedded solution into customers’ processes by giving them industry best practices in research operations and acumen in when and how to test
• Collaborate closely with the UserTesting account teams to support client retention and growth
• Advise customers on research methodologies and best practices in building studies, analyzing data, and producing findings reports to ensure customer goals and KPIs are achieved with high quality and efficiency

What we are asking:

• A strong understanding of how user research benefits businesses and how to enable our customers to prove that value to their decision-makers
• Passion for mentoring more junior consultants and helping them achieve great outcomes with their customers
• A consultative approach to problem-solving, able to push back on customers where needed to reframe their problems and guide them to solutions
• Excellent written and oral communication, persuasion, storytelling, and compelling group presentation skills
• Excellent organizational skills - ability to multitask, prioritize, and manage time effectively
• Experience working with remote user testing tools (if that’s UserTesting it’s a bonus, but any experience with other tools will still be great)
• Comfort working in a fast-paced consulting environment, managing multiple projects autonomously, and maintaining strong customer relationships
• Ideally willing to travel to customer on-sites (sparingly)
• Solid experience with a wide variety of UX research methods
• BA/BS or MA/MS in Human-Computer Interaction, Computer Science, Psychology, or related field – or equivalent experience.

What we offer: 

• Employee Assistance Program (EAP)
• Employee Referral Program
• Professional Development Stipend
• Remote work stipend
• Wellness reimbursement
• Volunteer days
• Life Assurance

To learn more about our team, culture, and customers, check out our careers page, company blog, and press/awards. Aside from a great work environment and the opportunity to make an impact, we’re also growing the team quickly–join us!

At UserTesting, we are committed to providing more inclusive and accessible experiences for our candidates. We pride ourselves on building empathy; diverse perspectives, which we believe are the key values to creating exceptional experiences for everyone. Our commitment to providing accessible experiences is driven by this belief and our core values. If you require any accommodations or have any specific requests about how we could tailor our interview process to better suit your needs please contact us on: talentexperience@usertesting.com.If you need to speak to someone please ask!

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UserTesting is an Equal Opportunity Employer and a participant in the U.S. Federal E-Verify program.  Women, minorities, individuals with disabilities and protected veterans are encouraged to apply.  We welcome people of different backgrounds, experiences, abilities and perspectives.  

UserTesting will consider qualified applicants with criminal histories in a manner consistent with the San Francisco Fair Chance Ordinance, as applicable.  

We welcome candidates with physical, mental, and/or neurological disabilities. If you require assistance applying for an open position, or need accommodation during the recruiting process due to a disability, please submit a request to People Operations by emailing askPeopleOps@usertesting.com.