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