Lead Researcher, Product Research & Insights: Service Cloud

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Role Overview:

We are seeking a Lead Researcher for Service Cloud! In this role you will execute strategic and tactical research to shape Service Cloud's vision of enabling the world's most innovative brands to reinvent service for the AI era. You'll learn about and advocate for our users - including service leaders, service admins, and customer service agents. You will use your passion for technology to help technology users with their everyday struggles and challenges. Our ideal candidate is self-driven, impact- oriented, and able to distill complex problems into insights that advise design, development, and business decisions. This is an individual contributor role!

Responsibilities:

• Scope and drive research projects that inform product strategy, design, and development, in collaboration with cross-functional stakeholders.
• Conduct generative and evaluative research using a mixture of research methods (surveys, un-moderated testing, interviews, moderated concept testing, etc.)
• Synthesize research findings into actionable insights, creating narratives to frame problems and highlight the business value of recommended solutions
• Socialize insights with cross-functional stakeholders to influence their decision-making
• Partner fully with product owners, designers, engineers, and other researchers to provide the best possible experience for our users and customers.
• Work on fast-paced projects, requiring attention to detail and working within constrained timelines.

Required Skills:

• 7+ years of hands-on experience conducting research in user experience or product design contexts
• Proven track record influencing user experience and/or product direction with actionable insights
• Ability to plan, design, and execute foundational, generative, and evaluative research engagements
• Strong understanding of research methods (qualitative and quantitative) and best practices, and familiarity with a broad range of user research tools
• Comfort with basic statistical methods and concepts, and experience working with behavioral signals data
• Experience working in cross-functional teams (e.g. design, product management, engineering)
• Excellent teamwork and collaboration skills
• Excellent project management, communication, and presentation skills
• Ability to work with a globally dispersed team (including some stakeholders based in India), and conduct some synchronous, remote research with globally dispersed participants
• University degree in a research- or business-focused discipline or in a field emphasizing human behavior (e.g., Psychology, Anthropology, HCI, Business, Research Methodology, Experimental Design, Design Research)

Preferred Skills :

• Previous research experience in enterprise SaaS, CCaaS, and/or technology
• Ability to structure and lead internal and external workshops or design studios and analyze the outcomes to provide insight for stakeholders

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