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AI Summary
The Role:
Here at Outreach we are passionate about creating an amazing experience for our customers through our best-in-class communication platform. Outreach is the leader in the “Sales Engagement” industry, and much of that is due to our unyielding focus on our customer’s needs, motivations, and goals. We invest in our users by developing immersive experiences, providing incredible value, and creating deeply resonating value propositions.
Every day we create, innovate, and improve workflows for customer-facing sales representatives that provide value in their key workflows: calling, emailing, and calendaring. To get it right, we challenge our assumptions of what we understand, and work collaboratively to determine the best path to take. The role of the Senior User Researcher is critical to our continued effort to deliver quality experiences and innovate for the future. As a Senior User Researcher, you will be a key member of the UX team, working closely with Product Designers, User Researchers, Product Managers, Engineers, and other internal teams.
Our Vision of You:
You are an experienced researcher with amazing people and communication skills. You are also a hustler, an ombudsman, a tactician, and an amazing teammate. You are ready to tackle complex problems in a space that is still being defined. You are willing to take the initiative - drive value, be the voice of the customer, make tradeoffs under tight deadlines, and be creative with your approach to user research. You hunt for truth, you triangulate, and move quickly, all while having the support of your colleagues and team. Your curiosity, humility, and empathy make you a key component to our customer obsessed mission.
Bonus points: Sense of humor is greatly appreciated. :)
- Planning and conducting qualitative and quantitative research to better understand users’ needs, behaviors, motivations, and goals, in order to inform product and design decisions
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Collaborating with product, engineering, and design teams to provide actionable insights and deliverables
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Identifying and executing on high-impact projects, triaging requests, determining priority and delivering in time for results to be useful
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Contributing your research and perspective throughout the entire product development cycle, from discovery and exploration, to launch and post-release
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Creating research roadmaps and leading the execution of those roadmaps
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Providing guidance to team members and partners on research best practices
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Building and scaling research enablement resources (templates, guides, workflows) so teams can run studies efficiently and consistently
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Support participant recruitment and management across internal SMEs and external customers
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Partner cross-functionally with Customer Success and Support to coordinate access to customers and streamline research efforts
- 7+ years of user research experience
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Have a flexible, lean, creative, and pragmatic approach to user research
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Experience integrating user research principles into product initiatives and UX design
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Strong understanding of the strengths and weaknesses of a variety of research methods, including when and how to apply them during the product development cycle
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Proven history of close work with Designers, Product Managers, and Engineers to prioritize research projects
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Excellent communication, presentation, and interpersonal skills; the ability to communicate complex concepts clearly, succinctly, and persuasively across different audiences and various levels of the organization
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End-to-end experience with all aspects of the research process (road mapping, study design, recruiting, moderation, analysis, reporting, communicating results and executive presentations)
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Demonstrated record of influencing outcomes by delivering actionable research insights
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Experience designing research for AI-driven products (e.g., copilots, agents, recommendation systems)
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Ability to translate AI capabilities into user-facing implications and research questions
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Familiarity with human-AI interaction patterns (assistive, autonomous, human-in-the-loop)
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BS (or similar) degree in design, human-computer interaction (HCI), or equivalent experience
- Post-graduate degree in a design-related discipline
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Experience in a SaaS organization
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Experience working in a fast-paced software development environment
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Finely tuned analytical skills, you can identify key actionable insights from a wealth of data
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Experience with screening/recruiting project-appropriate participants and an appreciation for user research recruitment best practices
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Experience using a mix of qualitative and quantitative methodologies
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