Sr. Manager, CX Research

Role Responsibilities

• Personally design, execute, and analyze qualitative and quantitative research studies end to end (sampling, instrument design, statistical analysis) to uncover customer pain points and workflows, without reliance on external vendors.
• Translate findings into actionable insights for product design and development.
• Integrate AI into research workflows to accelerate study design, data collection, analysis, and synthesis while maintaining methodological rigor and quality.
• Collaborate with product managers to prioritize features based on user impact and key performance indicators (KPIs).
• Manage multiple research projects simultaneously in a fast-paced environment, balancing competing priorities while ensuring strategic alignment.
• Mentor junior researchers and promote best practices.
• Advocate for customer-centric solutions within engineering teams.
• Foster strong relationships with senior stakeholders to ensure alignment, trust, and collaboration.

• Bachelor’s or Master’s in Human-Centered Design, Psychology, Market Research, or related field; background in a quantitative/statistical discipline.
• 7+ years (Bachelor’s) or 5+ years (Master’s) in CX, UX, or product research with hands-on study execution/delivery.
• Proficiency in qualitative research, experimentation, and usability methods; applied statistics (experimental design, power analysis, significance testing) using behavioral and telemetry data.
• Hands-on researcher able to independently plan, field, and analyze studies without external vendors; experience using Python or R, usability-testing platforms, and tools such as Qualtrics or SPSS.
• Experience integrating AI into research workflows to improve speed, scale, and quality of insights.
• Comfortable managing multiple priorities; experience in agile product development.
• Ability to synthesize complex qualitative and behavioral data into narratives.
• Proficiency with User Zoom, Qualtrics, Medallia, or similar platforms.

• Experience applying behavioral insights in product design.
• Strong project management and cross-functional leadership.
• Excellent communication and stakeholder engagement skills.