Senior Director, User Research
Senior Director, User Research
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1 Vacancy
Job Description
Were looking for a strategic and hands-on Senior Director User Research to elevate how we understand and design for our customers across our global product suite. This role is critical to formalizing and scaling our research practice which today operates on a part-time embedded basis across product and design teams.
As the first dedicated research leader at Freshworks youll partner with product managers designers and engineers to shape both upstream (exploratory) and downstream (evaluative) research that drives product innovation usability and customer-centric decision-making.
What Youll Own
Research Strategy & Vision: Define and evangelize a unified vision for user research at Freshworksbuilding the case for its value across product teams.
Team Building: Scale a world-class user research practice from the ground up including hiring mentoring and creating repeatable frameworks for success.
Cross-Functional Collaboration:
Partner closely with PMs Designers and Engineers to embed research early and often in the product development lifecycle.
Partner with our VOC team to establish and track CSAT and usability metrics which we can report out on.
Partner with PMM Sales Pricing and CSM organizations to evaluate research needs and conduct research as appropriate (Value proposition testing Continuous feedback loops with At risk customers Shared personas and customer journeys).
Upstream Research: Conduct and support foundational research to identify user needs pain points and market opportunities.
Downstream Research: Guide usability testing concept validation and product refinement through rapid and rigorous methodologies.
Research Operations:
Streamline the tools processes and systems to scale research impact across recruitment documentation and knowledge sharing.
- Customer Empathy Culture: Champion a culture of curiosity empathy and evidence-based decision making across the org.
Qualifications :
- 10 years of experience in user research with at least 5 years in a leadership or senior management role within a product-led company
- Strong expertise across a wide range of qualitative and quantitative research methods with a proven track record of showcasing value of the research function.
- Proven experience collaborating with cross-functional teams in a fast-paced product-driven environment
- A track record of using research to drive strategic decisions at the portfolio or platform level
- Experience building or scaling research functions from the ground up
- Ability to communicate insights clearly and influence stakeholders at all levels
- Bonus: Experience working with global or SaaS products in the B2B or CX/IT/CRM space
Additional Information :
The annual base salary range for this position is $257000 $338000 USD
Compensation is based on a variety of factors including but not limited to location experience job-related skills and level. Bonus/equity may be available.
Please note this is a hybrid role that requires an in-office presence 3 days / week (Tue-Thur)
Freshworks offers multiple options for dental medical vision disability and life insurances. Equity ESPP flexible PTO flexible spending commuter benefits and wellness benefits are also offered. Freshworks also offers adoption and parental leave benefits.
At Freshworks we are creating a global workplace that enables everyone to find their true potential purpose and passion irrespective of their background gender race sexual orientation religion and ethnicity. We are committed to providing equal opportunity for all and believe that diversity in the workplace creates a more vibrant richer work environment that advances the goals of our employees communities and the business.
Remote Work :
No
Employment Type :
Full-time
Employment Type
Full-time
