Staff UX Researcher, Customer Service Management (CSM)

📋 Description Hands-on UX research role in the UX Research & Insights team Partner with product, design, and engineering to translate customer needs into research insights Build deep enterprise customer relationships to create ongoing insights loops Evaluate AI and human-AI interaction models within customer workflows Collaborate to influence product strategy and roadmaps Apply suitable research methods across discovery, design validation, and adoption 🎯 Requirements BA/BS in HCI, Psychology, Cognitive Science, Anthropology, Design, or related field 7+ years of customer-centered research experience for products Experience with B2B/enterprise customers and complex stakeholder management Experience researching AI-powered products and evaluating AI model behavior and trust Portfolio demonstrating research impact and insights Preferred: Master/PhD, senior research leadership experience 🎁 Benefits Flexible or remote work options per company personas Collaborative, AI-powered product environment Opportunities to mentor and elevate research practice