UX Researcher (Mixed Methods)

Job Description

Why Zendesk?

We are seeking a mixed methods researcher with an emphasis in qualitative research. At Zendesk, we believe that understanding our users is key to creating exceptional customer experiences. This role is essential in gathering insights that inform the design and content strategies, helping customers launch their support solutions quickly and effectively.

What We're Looking For

We seek a UX Researcher who is passionate about understanding user behavior and translating insights into actionable design recommendations. You will collaborate closely with Product Designers, Content Designers, and Product Managers to conduct research that drives trial conversion, accelerates time to value, and enhances the overall customer experience with Zendesk. You should be comfortable working in a fast-paced, experimental environment, ready to conduct research quickly, analyze findings, and iterate on your recommendations based on user feedback.

What You Get to Do Every Single Day

As a UX Researcher at Zendesk, you will focus on understanding the needs and behaviors of our customers. Your research will directly inform how we design content and features, ensuring customers can easily identify, set up, and engage with our products.

You will:

• Conduct user research through various methods, including interviews, surveys and usability testing to gather insights about customer needs and behaviors.

• Analyze qualitative and quantitative data to identify patterns, pain points, and opportunities for improving the customer experience.

• Collaborate with cross-functional teams to translate research findings into actionable design and content recommendations that enhance user journeys.

• Create detailed research reports and presentations that communicate insights clearly and effectively to stakeholders at all levels.

• Iterate on research strategies based on project needs, ensuring that insights are continually updated and relevant.

• Embrace a rapid research mindset, quickly gathering insights to inform design decisions and support an iterative development process.

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What You Bring to the Role

• Two to four years of professional experience in UX research with a strong portfolio that demonstrates your research process and impact on product design.

• Experience in B2B or enterprise SaaS environments is a plus, particularly in researching complex workflows and business user needs.

• A deep understanding of user-centered design principles and a proven ability to translate research findings into practical design solutions.

• Experience working in a fast-paced, experimental environment, showcasing your ability to conduct research quickly, analyze findings, and iterate on recommendations based on user feedback.

• Strong analytical and communication skills, with the ability to present research insights in a clear and compelling manner to diverse audiences.

• Proactive and self-motivated, comfortable navigating ambiguity and capable of collaborating effectively with cross-functional teams.

The US annualized base salary range for this position is $124,000.00-$186,000.00. This position may also be eligible for bonus, benefits, or related incentives. While this range reflects the minimum and maximum value for new hire salaries for the position across all US locations, the offer for the successful candidate for this position will be based on job related capabilities, applicable experience, and other factors such as work location. Please note that the compensation details listed in US role postings reflect the base salary only (or OTE for commissions based roles), and do not include bonus, benefits, or related incentives.

Hybrid: In this role, our hybrid experience is designed at the team level to give you a rich onsite experience packed with connection, collaboration, learning, and celebration - while also giving you flexibility to work remotely for part of the week. This role must attend our local office for part of the week. The specific in-office schedule is to be determined by the hiring manager.

The intelligent heart of customer experience

Zendesk software was built to bring a sense of calm to the chaotic world of customer service. Today we power billions of conversations with brands you know and love.

Zendesk believes in offering our people a fulfilling and inclusive experience. Our hybrid way of working, enables us to purposefully come together in person, at one of our many Zendesk offices around the world, to connect, collaborate and learn whilst also giving our people the flexibility to work remotely for part of the week.

Zendesk is an equal opportunity employer, and we’re proud of our ongoing efforts to foster global diversity, equity, & inclusion in the workplace. Individuals seeking employment and employees 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, disability, military or veteran status, or any other characteristic protected by applicable law. We are an AA/EEO/Veterans/Disabled employer. If you are based in the United States and would like more information about your EEO rights under the law, please click here.

Zendesk endeavors to make reasonable accommodations for applicants with disabilities and disabled veterans pursuant to applicable federal and state law. If you are an individual with a disability and require a reasonable accommodation to submit this application, complete any pre-employment testing, or otherwise participate in the employee selection process, please send an e-mail to [email protected] with your specific accommodation request.