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 Opportunity

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 North America. 

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.

• Influence customers at the senior leadership level to implement UserTesting as an embedded solution into customers’ processes, giving them industry best practices in creating a successful experience research strategy that drives change.
• 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 while overseeing projects to help them expand how they work with different customer challenges
• Plan and lead workshops and trainings around key UserTesting platform use cases/methodologies, as well as crucial customer needs (e.g., scaling research, measuring KPIs, research operations, benchmarking) 
• Collaborate closely with the UserTesting account teams to support customer retention and growth
• Collaborate with internal stakeholders to create new processes and ways of working that benefit how Consulting Services operates within UserTesting

What we are looking for

• A proven track record of creating and executing experience research strategies to drive change in organizations
• A strong understanding of how user research benefits businesses (SMB through global enterprises) and how to prove that value to senior executives
• 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
• 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)

Don’t meet every single requirement but excited about the role? We encourage you to apply! Research show us that certain demographics are less likely to apply unless they meet 100% of the requirements, but you may be just the right candidate for this or other roles. We know that diverse perspectives foster the innovation we need to be successful, and we are committed to building a team that encompasses a variety of backgrounds, experiences, and skills. 

Salary Range$147,000 - $190,000

Perks and Benefits 

• Private Medical, Dental and Vision
• Health Savings Account
• Pre-Tax Benefit Accounts (FSA)
• Commuter Benefits - transit and parking 
• Flexible Time off (Full time salaried (exempt) employees)
• 12 Days of observed holiday entitlement
• Basic Life insurance, Short-Term Disability and Long-Term Disability insurance
• 401(k) Retirement Plan 
• Professional Development Stipend
• Remote Equipment Expense Reimbursement
• Mental Wellness Employee Assistance Program
• Monthly wellness and telecommunications reimbursements
• Paid quarterly volunteering days and Charity donation matching via our UT Cares Volunteers and Charitable Giving Committee
• Perks at Work discount scheme
• Pet Insurance reimbursement 
• Employee Referral Programme 
• Employee-led groups to help foster a more inclusive employee experience and build a culture of belonging at UserTesting. Read more here!

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.