Senior UX Researcher

Helpshift is seeking an empathetic and analytical Senior UX Researcher to join its growing design team. This role involves championing the user's voice, uncovering deep insights into behaviors, needs, and motivations, and translating these into actionable recommendations to shape product experience. The researcher will drive initiatives that inform strategic product decisions, validate design hypotheses, and ensure solutions resonate with a global user base, contributing to a user-centered culture.

Must Have

• Plan, design, and conduct a wide range of user research activities including usability testing, interviews, surveys, field studies, card sorting, and competitive analysis.
• Synthesize qualitative and quantitative data to identify key user pain points, unmet needs, behavioral patterns, and mental models.
• Translate complex research findings into clear, compelling, and actionable insights and recommendations for product managers, designers, and engineers.
• Partner closely with product management, UX/UI designers, content strategists, and engineering teams to integrate research throughout the product lifecycle.
• Present research findings, methodologies, and strategic implications to stakeholders and leadership.
• Contribute to the development and standardization of research processes, tools, and best practices.
• Act as an advocate for the user, fostering a user-centered culture.
• 5–8 years of professional experience specifically in UX Research roles.
• A strong portfolio demonstrating a range of research methodologies, clear articulation of insights, and demonstrable impact on product design.
• Deep understanding and hands-on experience with both qualitative and quantitative research methods.
• Proven ability to analyze complex data sets, identify patterns, and draw insightful conclusions.
• Excellent verbal, written, and visual communication skills.
• Proficiency with research tools (e.g., user testing platforms, survey tools, analytics dashboards) and presentation software.
• Demonstrated ability to work effectively in cross-functional teams.

Good to Have

• Experience with SaaS/Enterprise software products, especially in customer support or conversational AI.
• Familiarity with design thinking principles and agile development methodologies.
• Experience integrating research insights into a broader Design System context.
• Degree in Human-Computer Interaction (HCI), Psychology, Cognitive Science, Sociology, Anthropology, Information Science, or a related field.

Perks & Benefits

• Hybrid setup
• Worker's insurance
• Paid Time Offs
• Other employee benefits to be discussed by our Talent Acquisition team in India

Description

About the Role

We are seeking a highly empathetic and analytical Senior UX Researcher to join our growing design team. In this pivotal role, you will champion the voice of the user, uncover deep insights into their behaviors, needs, and motivations, and translate these findings into actionable recommendations that shape the future of our product experience. You will drive research initiatives that inform strategic product decisions, validate design hypotheses, and ensure we are building solutions that truly resonate with our global user base.

Key Responsibilities:

• Design & Execute Research: Plan, design, and conduct a wide range of user research activities including usability testing, interviews, surveys, field studies, card sorting, and competitive analysis.
• Generate Insights: Synthesize qualitative and quantitative data from various sources to identify key user pain points, unmet needs, behavioral patterns, and mental models.
• Inform Product Strategy: Translate complex research findings into clear, compelling, and actionable insights and recommendations for product managers, designers, and engineers.
• Collaborate & Influence: Partner closely with product management, UX/UI designers, content strategists, and engineering teams to integrate research throughout the product lifecycle.
• Stakeholder Communication: Present research findings, methodologies, and strategic implications to stakeholders and leadership, effectively communicating the 'why' behind user behaviors.
• Build Research Practice: Contribute to the development and standardization of research processes, tools, and best practices within the design team.
• Drive User Empathy: Act as an advocate for the user, fostering a user-centered culture across the organization.
• Mentorship: Potentially mentor junior researchers or designers on research methodologies.

Requirements

• Experience: 5–8 years of professional experience specifically in UX Research roles, preferably in a fast-paced product-led environment.
• Portfolio: A strong portfolio demonstrating a range of research methodologies, clear articulation of insights, and demonstrable impact on product design.
• Methodological Expertise: Deep understanding and hands-on experience with both qualitative and quantitative research methods, and the ability to choose appropriate methods for different research questions.
• Analytical Skills: Proven ability to analyze complex data sets, identify patterns, and draw insightful conclusions.
• Communication: Excellent verbal, written, and visual communication skills, with a proven ability to distill complex information into engaging narratives for diverse audiences.
• Tools: Proficiency with research tools (e.g., user testing platforms, survey tools, analytics dashboards) and presentation software.
• Collaboration: Demonstrated ability to work effectively in cross-functional teams.

Preferred Qualifications:

• Experience with SaaS/Enterprise software products, especially in customer support or conversational AI.
• Familiarity with design thinking principles and agile development methodologies.
• Experience integrating research insights into a broader Design System context.
• Degree in Human-Computer Interaction (HCI), Psychology, Cognitive Science, Sociology, Anthropology, Information Science, or a related field.

Leadership & People Management Skills

• Ability to mentor junior team members and foster a collaborative and continuous learning environment.
• Lead and manage multiple research initiatives simultaneously, ensuring quality and timely delivery.
• Work collaboratively with other design disciplines (UX/UI Designers, Content Strategists) to ensure research insights are effectively integrated and contribute to a holistic user experience.
• Manage stakeholder expectations and ensure the quality and impact of research deliverables.

Interpersonal Skills

• Positive attitude, proactive, and intrinsically curious.
• Strong team player with excellent interpersonal skills.
• Ability to motivate others and build strong relationships across teams.
• A natural problem-solver and skilled negotiator, focused on finding solutions and driving consensus.
• Exceptional listening and communication skills to truly understand user needs and team objectives.
• Solid organizational skills

Benefits

• Hybrid setup
• Worker's insurance
• Paid Time Offs
• Other employee benefits to be discussed by our Talent Acquisition team in India.