Job Description

At Zendesk, our goal is to help bring companies and their customers closer together. We know that communication is the key to happy relationships, so we build software that makes customer conversations easier and more productive. We believe in collaborative working relationships, curiosity about our prospects and customers, insight-informed design, and delivering solutions that solve real problems for our customers.

UX Researchers are an integral part of our Product Design organisation! In this role, your research will contribute to designs for Zendesk products that are powerful and easy to use.

This opportunity is for a dedicated User Experience Researcher with a track record of supporting design teams with insightful, actionable research. You must have a variety of remote and face to face usability methods in your toolbox, such as moderated and unmoderated testing, ethnographic interviews, group facilitation, and survey design – and get excited about learning more. You are curious, detail oriented, and can multitask in a complex, dynamic environment. You care deeply about how projects will affect users and are a passionate advocate for user needs.

Work collaboratively with designers, product managers, marketing and engineering teams supporting our product development efforts.

Participate in weekly design critiques and standup meetings.

Select appropriate research methods to turn open questions and curiosities into formal research plans, and execute those plans to inform feature development.

Partner with data analysts and other UX Researchers to craft coordinated research strategies and insights, triangulating data from different sources and methods to find opportunities for improving the customer journey.

Conduct formative and summative evaluations during key points in development.

Use workflows, scenarios, profiles and reports to document customer behaviour, and articulate the goals, behaviour and preferences of Zendesk customers.

Translate insights into actionable recommendations with design and product partners.

Assist in the creation and upkeep of user personas and our UX insights library.

Share research results across the organisation to generate empathy and inspire action on behalf of Zendesk’s users, customers and prospects.

A portfolio of work samples showing how you have executed qualitative and quantitative user research methods, and demonstrating the impact of your research on the customer or user experience or business strategy.

At least three years of professional experience in applied product research, preferably supporting a design team for a commercial B2B, B2C, SaaS or mobile product experience.

A human-centric approach to research, and the ability to be highly organised, creative and empathetic.

Familiarity with survey design, quantitative and qualitative analysis, sampling methods and validity in research design.

Knowledge of the cognitive principles that impact how people perceive online information.

Strong written and verbal communication skills that let you illustrate and share study plans, findings and insights creatively and persuasively.

The flexibility to meet remotely with teammates and customers in different time zones, and occasionally travel to meet them in person.

University degree in interaction design, psychology, human factors or a related discipline

Zendesk builds software for better customer relationships. It empowers organizations to improve customer engagement and better understand their customers. Zendesk products are easy to use and implement. They give organizations the flexibility to move quickly, focus on innovation, and scale with their growth.

More than 150,000 paid customer accounts in over 150 countries and territories use Zendesk products. Based in San Francisco, Zendesk has operations in the United States, Europe, Asia, Australia, and South America.

Interested in knowing what we do in the community? Check out the Zendesk Neighbor Foundation to learn more about how we engage with, and provide support to, our local communities.

Zendesk is an equal opportunity employer, and we’re proud of our ongoing efforts to foster diversity & inclusion in the workplace. Individuals seeking employment at Zendesk are considered without regard to race, color, religion, national origin, age, sex, gender, gender identity, gender expression, sexual orientation, marital status, medical condition, ancestry, physical or mental disability, military or veteran status, or any other characteristic protected by applicable law.

By submitting your application, you agree that Zendesk may collect your personal data for recruiting, global organization planning, and related purposes. Zendesk’s Candidate Privacy Notice explains what personal information Zendesk may process, where Zendesk may process your personal information, its purposes for processing your personal information, and the rights you can exercise over Zendesk’s use of your personal information.

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