User Researcher

At Zendesk, the design culture starts with our three Danish co-founders and flows outward into every aspect of the organisation. From the Scandinavian aesthetic of our workspace to the way we gather, work and create – design is an integral part of everyday life at Zendesk. As a product design team, we believe in a collaborative working style with a bias towards rapid prototyping, experimentation and a strong curiosity for our customers and their needs.

What we’re looking for:

* You’re an experienced user researcher with a demonstrated ability at working successfully within design-driven product cultures. You have a modern approach to user research methodology and understand the challenges and opportunities of working within an Agile environment.

What you get to do everyday:

* Conduct independent research, analyse user behaviour and provide deep insights into the goals and preferences that drive adoption of Zendesk

* Observe and document how customers interact with our products to enrich their support cultures and use these findings to affect product development at all levels of the business

* Proactively turn open questions and curiosities into formal research plans using appropriate methods to gain meaningful insights

* Identify opportunities for improving the product experience through user interviews and customer focus groups during the discovery phase

* Facilitate formative and summative user testing during key points in development and clearly articulate these findings to inspire design

* Share research results across the organisation to generate empathy, emotion and engagement

What you bring to the role:

* University degree and 5+ years experience in applied product research for a commercial B2B, B2C, SaaS or Mobile product

* A portfolio of your previous work demonstrating how your research influenced product design and examples of qualitative and quantitative methods used to affect outcomes

* Proven experience designing studies that address user behaviour and attitudes, fuel ideation and formulate better understandings of user pain points

* Practical experience in managing contextual inquiry and other methods that shed light on the psychology behind decisions

* Empathetic and human-centric approach to analysisAn understanding of quantitative, behavioural analysis and statistical concepts

* Can communicate results and illustrate suggestions in compelling and creative ways

* An understanding of Agile product development practices

* Knowledge of traffic and usage patterns and the ability to visualize data to explain how different types of customers use our products

* Preference given to candidates with a web application background or HCI and experience dealing with quantitative data

* Strong communication skills both written and verbal and ability to influence direction across all disciplines within the organisation