Staff UX Researcher, Customer Service Management (CSM)

📋 Description

• Hands-on role in UX research within the UX Research & Insights team
• Build deep relationships with lead enterprise customers for continuous insights
• Work with cross-functional partners to shape product direction
• Explore human + AI interaction models and evaluate model behavior
• Translate customer workflows into actionable research for product teams
• Scale research methods for a new AI-enabled product category

🎯 Requirements

• BA/BS in HCI, Psychology, Cognitive Science, Anthropology, Design, or related
• 7+ years in customer-centered research for products
• Experience with B2B/enterprise customers and complex workflows
• Experience integrating AI into work processes and evaluating AI-driven features
• Portfolio of impactful research with clear insights
• Strong presentation skills and ability to mentor others

🎁 Benefits

• Health plans and 401(k) with company match
• ESPP and matching donations
• Flexible time away and family leave programs
• Work personas and flexible/remote work options