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
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