The role has two focus areas: customer research, and hands-on design for several small engineering pods that ship monthly. Research finds where customers get stuck and tests better ways to guide them. Design improves existing features, shapes new features and products, and puts research findings into practice.
Were looking for a pragmatist: someone who meets the organization where it is, adapts their approach to our culture, and raises the bar through partnership rather than prescription.
What You Will Do?
Make complexity usable
Map where customers stall: onboarding, setup, and the jump to advanced features.
Design guided workflows, smart defaults, templates, and in-product help that lead users to value without training.
Turn recurring how do I questions from Customer Success and Support into design fixes.
Design
Own user flows, information, interaction, and visual design, from sketch to high fidelity.
Redesign core workflows in our new design system, extending its rollout across a mature, 15-year-old product.
Partner with Engineering through build and QA so what ships matches what was tested.
Research and testing
Run interviews, contextual inquiry, and journey mapping with analysts, product managers, CX leaders, and engineers with enterprise customers.
Recruit participants through Customer Success and account teams, within customer NDAs and security requirements.
Synthesize findings into insights, personas, and opportunity areas the team can act on.
Test low-fidelity concepts before we build with expert analysts (who need depth) and less analytics-mature teams (who need guidance). Recommend pursue, pivot, or kill.
Test how users judge and act on AI-generated insights, and what evidence builds trust.
Run moderated and unmoderated usability tests; track issues by severity through resolution.
Research maturity
With product managers and product and engineering leadership, assess how we gather and use customer insight today, across research, Customer Success, Sales, Support, and in-product feedback.
Build and lead a roadmap to where you think we should be: how feedback is captured, prioritized, acted on, and reported back to customers.
Mentor product managers and designers on research methods and tools so research scales beyond you.
Stand up a lightweight research repository so insights compound.
Requirements: What You Will Need?
5+ years in product design for enterprise B2B SaaS, with a portfolio showing a complex product you made easier to learn, and evidence it worked.
Strong interaction and visual design skills, plus fluency in Figma and prototyping.
Experience designing data-dense products: dashboards, data visualization, and complex filtering.
Ability to turn input from CX, Sales, Marketing, and Support into shared priorities.
End-to-end experience running interviews, concept tests, and usability tests, and choosing the right method for the question.
Experience designing AI or agent-facing experiences.
A track record of introducing research practices to teams new to them.
Fluency with research tools such as Maze, Dovetail, or Lookback.
Ability to distill dense, complex research into clear findings and present them to executives.
Daily use of AI design tools, such as Claude Design or similar, for prototyping and exploring concepts.
Nice to have
Hands-on use of digital experience analytics tools:Quantum Metric, Contentsquare, or FullStory.
Experience in financial services or another regulated industry.
Quantitative skills: survey design, A/B test interpretation, product analytics.
This position is open to all candidates.