Senior UX Researcher

Job Description

At Zendesk we create software for better customer relationships. It empowers organisations to improve customer engagement and better understand their customers. More than 125,000 organisations in 150 countries use Zendesk products, serving more than a billion users all over the globe. The design culture at Zendesk 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 capture, work, and craft – user experience is an integral part of everyday life at Zendesk. Our Product Design team believes in a collaborative working style and a strong curiosity for our customers and their needs. As a result of ongoing growth globally, we're now seeking a UX Researcher to support our Platform and Integrations teams with experience working on developer-facing product initiatives.

What you get to do every day:

• Work closely with Product Managers and Designers to optimise how our products are used. Drive research that provides product leaders with timely information to help inform product strategy, and deliver insights needed by design team members to inform their design process.
• Observe and document how customers interact with our products, conduct user interviews and participatory design sessions, analyse user behaviour, and provide deep insights into the goals and preferences that drive adoption of Zendesk.
• Identify new opportunities for improving our product offerings based on our research insights.
• Actively seek to turn open questions into formal research plans using appropriate methods to gain meaningful insights and action points.
• Educate key partners in the Melbourne office and elsewhere about UX research to build trust in the insights delivered by the team.
• Teach team members how to conduct formative and summative user testing during key points in development, and help them articulate their findings.
• Promote user empathy across teams by sharing and evangelising research results.

What you bring to the role:

• Proven recent experience in applied product research, ideally for a commercial B2B, B2C, SaaS or Mobile product.
• Experience conducting research with Software Developers or others in technical roles.
• Proven experience designing studies that address user behaviour and attitudes, inform understanding of user challenges and fuel ideation.
• Experience facilitating and enabling design collaboration with remote teams.
• A modern approach to user research methodologies, and familiarity with working within an Agile development environment at all points in the development process.
• Strong command of multiple research methods including remote and moderated usability studies, card sorting, survey design and contextual inquiry.
• An understanding of quantitative analysis and statistical concepts
• Strong verbal and written communication skills that communicate results in compelling, creative ways and proven ability to influence design direction.

What’s in it for you? You’ll receive a competitive salary package and stock and complementary health care for you and your family. Other perks include flexible working hours, a fully stocked kitchen and modern, open-plan offices on Collins Street! You'll be part of a hardworking team who are actively involved in the tech community - we’re a hub for a host of tech meetups. There will be plenty of travel opportunities too, including our headquarters in San Francisco. Our team is focussed on growth and support this with time that’s specifically allocated to experimentation and discovery work, global offsites for skill-sharing as well as regular lunch and learns. We provide you with an annual training allowance and we'll encourage you to participate in company-sponsored volunteer initiatives too. ***** Please submit a link to sample deliverables (such as study plans, instrumentation and report documents) with your application that illustrate how your research has influenced product design. Feel free to blur details of any proprietary research insights.***** The best customer experiences are built with Zendesk. Zendesk’s powerful and flexible customer service and engagement platform scales to meet the needs of any business, from startups and small businesses to growth companies and enterprises. Zendesk serves businesses across a multitude of industries, with more than 125,000 paid customer accounts offering service and support in more than 30 languages. Headquartered in San Francisco, Zendesk operates worldwide with 15 offices in North America, Europe, Asia, Australia, and South America. Learn more at www.zendesk.com . Interested in knowing what we do in the community? Check out the Zendesk Neighbor Foundation to learn more about how we engage with, and provide support to, our local communities. Zendesk is an equal opportunity employer, and we’re proud of our ongoing efforts to foster diversity & inclusion in the workplace. Individuals seeking employment at Zendesk are considered without regard to race, color, religion, national origin, age, sex, gender, gender identity, gender expression, sexual orientation, marital status, medical condition, ancestry, physical or mental disability, military or veteran status, or any other characteristic protected by applicable law. By submitting your application, you agree that Zendesk may collect your personal data for recruiting, global organization planning, and related purposes. Zendesk's Candidate Privacy Notice explains what personal information Zendesk may process, where Zendesk may process your personal information, its purposes for processing your personal information, and the rights you can exercise over Zendesk’s use of your personal information. Apply for this job