Senior User Experience Researcher at Kustomer

| Greater NYC Area
Sorry, this job was removed at 7:37 a.m. (EST) on Saturday, July 3, 2021
Find out who's hiring in NYC.
See all Design + UX jobs in NYC
Apply now
By clicking continue you agree to Built In’s Privacy Policy and Terms of Use.
About Kustomer

Kustomer is the omnichannel SaaS platform reimagining enterprise customer service to deliver standout experiences– not resolve tickets. Built with intelligent automation, Kustomer scales to meet the needs of any contact center and business by unifying data from multiple sources and enabling companies to deliver effortless, consistent, and personalized service and support through a single timeline view.

Today, Kustomer is the core platform of some of the leading customer service brands like Ring, Rent the Runway, Glossier, Away, Glovo, and UNTUCKit. Headquartered in NYC, Kustomer was founded in 2015 by serial entrepreneurs Brad Birnbaum and Jeremy Suriel, raised over $173.5M in venture funding, and is backed by leading VCs including: Coatue, Tiger Global Management, Battery Ventures, Redpoint Ventures, Cisco Investments, Canaan Partners, Boldstart Ventures and Social Leverage.

About the Role

The Senior User Experience Researcher will be the product team’s go-to research expert that helps the entire team more deeply understand our users—uncovering innovative opportunities to improve the product overall. The ideal candidate will quickly understand our product space and build empathy with our customers across a variety of user personae. You have vision and experience establishing user research methodologies, best practices, strategizing and conducting generative research, and analysing data. You turn data from interviews, user feedback, feature requests, heuristic analysis, usage analytics, and other data sources into actionable insights that inform product innovation. 

As the first person in this new role, you will have the opportunity to define the part that UXR plays on the product and design team. Your work will be foundational to building a culture of continuous discovery and investigation at Kustomer.

You'll be responsible for:

  • Understanding the problems we’re trying to solve in the Customer Experience space
  • Strategizing quantitative and qualitative data gathering and analysis to support company product goals
  • Acting as the go-to expert on user research methodologies and best practices to support the team in asking better questions 
  • Distilling complex data from a variety of sources into actionable insights to share with the product and design team as well as other stakeholders
  • Leading the team in building a culture of continuous discovery and generative research to help us find opportunities to improve the product for our users 
  • Participating in building out the first team of user experience researchers at Kustomer

Your qualities:

  • You have 4+ years of hands-on UX Research in the product space
  • Experience in B2B software, SaaS, or work-flow management products a definite plus
  • Experience in a founding UX Research role a definite plus
  • You demonstrate deep empathy with users and can connect your research to solutions that meet their needs
  • You are well-versed in a wide array of research methodologies and analysis; you can confidently choose the appropriate approach for different situations
  • You are deeply inquisitive and endlessly curious—always eager to dig deeper for solutions to user problems and opportunities for innovation
  • You are an excellent communicator who can present to a diverse audience of stakeholders 
  • You are a team player who is excited to share your knowledge and elevate the whole team with your expertise

Benefits

Kustomer offers an array of benefits including competitive salaries, stock options, 100% healthcare coverage, 401K, commuter benefits, and generous vacation policy.

Diversity & Inclusion at Kustomer

Kustomer is committed to bringing together individuals from different backgrounds and perspectives. We strive to create an inclusive environment where everyone can thrive, feel a sense of belonging, and do great work together.

We are proud to be an equal opportunity employer open to all qualified applicants regardless of race, color, ancestry, religion, sex, national origin, sexual orientation, age, citizenship, marital status, disability, gender identity or expression, veteran status, or any other legally protected status.

Read Full Job Description
Apply now
By clicking continue you agree to Built In’s Privacy Policy and Terms of Use.

Technology we use

  • Engineering
  • Product
    • JavascriptLanguages
    • KotlinLanguages
    • PythonLanguages
    • SwiftLanguages
    • TypescriptLanguages
    • ReactLibraries
    • ReduxLibraries
    • ExpressFrameworks
    • Node.jsFrameworks
    • TensorFlowFrameworks
    • MongoDBDatabases
    • ElasticsearchDatabases
    • MixpanelAnalytics
    • Big QueryAnalytics
    • IllustratorDesign
    • PhotoshopDesign
    • SketchDesign
    • TrelloManagement
    • Github IssuesManagement

Location

New York, NY

An Insider's view of Kustomer

What's something quirky about your company?

This might be a bit obvious from our name, but we really enjoy spelling things with a “k”. We are one krew, kompletely kommitted to the kause of kreating a world-klass product for our users, while also being a bunch of krazy kooks who keep this kompany kulture + kamaraderie alive.

Trisha

Senior Technical Support Engineer

How do you collaborate with other teams in the company?

Kustomer’s philosophy on open communication makes cross-team collaboration not only easy, but inviting. Whether it’s Slacking a technical question to our product team mid-demo, getting on a Zoom call with Sales Ops to strategize on new tools, or working with Marketing to create the perfect product messaging, there are no siloed teams here.

Joe

Business Development Representative

What makes someone successful on your team?

Kustomer gives all members of the Krew the ability to be successful. It all starts with the company culture of teamwork and innovation. On the Solutions Consulting team, we foster a team work-first and collaborative approach. This includes jumping in when another SC team member needs help or to bounce an idea of another team member.

Paul

Manager, Solutions Consulting

How do you make yourself accessible to the rest of the team?

The leadership team at Kustomer prides itself on being available for our Krew. We host bi-monthly all hands with the entire team to share business updates, celebrate new hires/individual milestones, and hear from our Krew members. The leadership team is accessible via Slack - actively participating in social channels, celebrations and game nights.

Vikas

SVP, Sales and CX

What's the biggest problem your team is solving?

The People/Talent teams are working hard to add 150+ people to Kustomer in 2021! The challenge of finding great teammates who can help us be a better company than ever before is no small feat. We work hard to ensure that everyone we hire brings something unique to our Krew and is excited to work with others in order to make our vision come to life.

Tanya

VP, People

What are Kustomer Perks + Benefits

Kustomer Benefits Overview

Kustomer offers an array of benefits including competitive salaries, stock options, 100% healthcare coverage, 401K, commuter benefits, and a generous vacation policy.

Culture
Volunteer in local community
Friends outside of work
Eat lunch together
Intracompany committees
Daily sync
Team owned deliverables
Group brainstorming sessions
Pair programming
Diversity
Mean gender pay gap below 10%
Diversity Employee Resource Groups
Our Employee Resource Groups have goals in place and meet once a month. Employees are encouraged to attend meetings - our three ERGs are: Women of Kustomer, KustomBlack, and KustomerAllies.
Hiring Practices that Promote Diversity
Health Insurance & Wellness Benefits
Flexible Spending Account (FSA)
Disability Insurance
Dental Benefits
Vision Benefits
Health Insurance Benefits
Life Insurance
Team workouts
Retirement & Stock Options Benefits
401(K)
Company Equity
Child Care & Parental Leave Benefits
Generous Parental Leave
Remote Work Program
Family Medical Leave
Vacation & Time Off Benefits
Unlimited Vacation Policy
Paid Volunteer Time
Paid Holidays
Paid Sick Days
Perks & Discounts
Casual Dress
Company Outings
Kustomer hosts a holiday company outing annually.
Happy Hours
Home Office Stipend for Remote Employees
Professional Development Benefits
Job Training & Conferences
Kustomer offers employees professional development opportunities like the ability to attend job related conferences and seminars.
Lunch and learns
Brown Bag Lunches once a month, to learn more about the Women of Kustomer
Promote from within
More Jobs at Kustomer43 open jobs
All Jobs
Finance
Data + Analytics
Design + UX
Dev + Engineer
HR + Recruiting
Marketing
Operations
Sales
Content
Developer
new
New York
Marketing
new
New York
Sales
new
New York
Sales
new
New York
Operations
new
New York
Operations
new
New York
Marketing
new
New York
Data + Analytics
new
New York
HR + Recruiting
new
New York
Developer
new
New York
Operations
new
New York
Design + UX
new
New York
Operations
new
New York
Finance
new
New York
Operations
new
New York
Content
new
New York
Apply now
By clicking continue you agree to Built In’s Privacy Policy and Terms of Use.
Save jobView Kustomer's full profileSee more Kustomer jobs