Note on Communication: Excellent spoken and written English is essential. You will independently conduct in-depth interviews with American customers. You must be able to build rapport, pick up on nuance, ask neutral follow-up questions, and communicate findings clearly and concisely.
WHAT WE ARE LOOKING FOR
- Proven experience independently planning and executing end-to-end UX research that directly influenced product decisions and business outcomes.
- Strong portfolio or case studies demonstrating your personal, hands-on contribution across generative and evaluative studies.
- Mastery of in-depth customer interviewing, neutral moderation, switch interviews, and usability testing.
- Deep practical experience with frameworks such as Jobs to Be Done (JTBD) and Strategyzer (Value Proposition Canvas, Test/Learning Cards).
- BIG BENEFIT: Analyst background or experience with product analytics tools (e.g. Mixpanel, Clarity, Google Analytics etc)
- Exceptional listening and communication skills; adept at presenting actionable insights to executive leadership and mentoring junior teammates.
- AI-proeficient but not AI-dependent
1. Clarify Our Product Portfolio & Customer Value
- Investigate who our products serve, the circumstances in which people use them, their Jobs to Be Done (JTBD), alternatives, unmet needs, and desired outcomes.
- Evaluate and refine existing customer segments and personas as new evidence emerges.
- Distinguish the reasons people initially subscribe from the value they experience through sustained, habitual use.
- Investigate acquisition, engagement, retention, and cancellation journeys to pinpoint where perceived value declines and what ultimately causes churn.
- Plan and conduct customer interviews, JTBD switch interviews, direct observation, and targeted surveys.
- Work with internal teams to screen, recruit, and schedule participants (including new, active, lapsed, and former subscribers, as well as prospective readers).
- Produce evidence-backed customer profiles, JTBD findings, journey maps, and Strategyzer Value Proposition Canvases to identify gaps, overlaps, and strategic priorities across our portfolio.
2. Define Success & Goals
- Help Product and Analytics define success from the customer's perspective: whether people accomplish their job, experience clear value, or encounter friction.
- Combine qualitative feedback with quantitative measures in product and membership scorecards.
- Help establish baseline metrics, define research measures, and inform targets.
3. Establish a Continuous Improvement Cycle
- Turn findings into testable hypotheses and help prioritize research and experimentation backlogs.
- Conduct concept, prototype, and usability tests; evaluate customer experience before and after release.
- Align on success criteria prior to testing.
- Use Strategyzer Test Cards and Learning Cards to document assumptions, methods, observations, and next steps.
- Share objective findings that support, challenge, or overturn proposals—recommending whether to expand, pivot, stop, or investigate further.
Remote-friendly.
Competitive pay.
Mission-driven company.
