Lead Product Researcher

8x8, Inc. (NASDAQ: EGHT) believes that CX limits were meant to be shattered. We connect people and organizations through seamless communication on the industry's most integrated platform for Customer Experience—combining Contact Center, Unified Communications, and CPaaS APIs. The 8x8® Platform for CX integrates AI at every level to enable personalized customer journeys, drive operational excellence and insights, and facilitate team collaboration.

We help customer experience and IT leaders become the heartbeat of their organizations, empowering them to unlock the potential of every interaction. With one platform, one ecosystem, and one data model, you can turn every team into a customer-facing team and unify your CX to conquer the complexity. 

As an organization, we are looking for Team8s who are AI-proficient, open to innovation, and skilled in leveraging AI for efficiency and growth.

Learn more on our company website at www.8x8.com follow our pages on LinkedIn, Twitter, Facebook and Instagram.

Lead User Researcher

Our Team

The UX & Product Design team is the driving force behind the design and usability of 8x8’s Communication Platform. We are creative, collaborative, and fun. We care deeply about each member’s professional growth and development. Here is your opportunity to have a real impact with real end users of our products across the globe. As part of the UX & Product Design team, you will help define the future of communication applications & services.

Job Description

As User Researcher you will be responsible for running remote moderated and unmoderated qualitative and quantitative research studies, analyzing results and presenting findings. The right candidate should be comfortable working in a fast-paced environment and managing multiple projects. 

Ideal Candidate

As an ideal candidate you will have deep empathy for users with a relentless determination to do what is right for them, uncovering their motivations, behaviours and the challenges they face. You have excellent observational and analytical skills, being able to draw on a large toolkit of both quantitative and qualitative research methodologies.

You will have had success collaborating with cross functional teams evangelizing research findings to make insights actionable to drive product strategy and design for both new and existing products.

Responsibilities

• Plan and execute user research in an agile development process using both qualitative and quantitative methods and analysis

• Collaborate with broader teams including product managers, designers, engineering, documentation and analytics teams to create research proposals through understanding the business needs, research goals and target customers

• Identify and prioritize actionable results based on research. Communicate research findings and ensure the insights are translated into actionable direction through presentations, posters, graphics, displays, workshops, wireframes, etc.

• Use a wide range of research methods, including ethnography/field research, participatory design, journey lines, interviews, concept testing, surveys, diary studies, usability studies, data analytics

• Apply usability heuristics and knowledge of current design best practices to evaluate new and existing features and offer viable suggestions for improvements

• Lead design-thinking and other workshops to continually increase customer empathy across the broader organization

• Provide expert reviews and drive the creation and adoption of new research methods and tools

• Educate the team on the latest usability research

• You might have opportunities for working on projects requiring low-fidelity prototypes, heuristic reviews, web analytics, data mining, card sorting

Qualifications

• 8+ years of work experience as a user experience researcher, preferably in an enterprise company

• Bachelor’s or Master’s degree in the area of Cognitive, Behavioral, Experimental or Industrial Psychology, Human Factors, or Human-Computer Interaction

• Proficiency with a breadth of qualitative and quantitative research methodologies and ability to come up with creative research solutions as needed

• Outstanding interpersonal skills in conducting live/field interviews, as well as remote user studies

• Fluency in user-centered design best practices, as well as knowledge of usability principles and techniques.

• Experience with data analysis and how to meaningfully convey research findings/insights into actionable recommendations and visualizations

• Excellent communication, presentation and persuasion skills with cross-functional teams and stakeholders; experience working in a collaborative team

• Experienced in planning, creation, and/or implementation of

  • personas

  • usability testing

  • A/B testing

  • statistical analysis

• Capable of designing surveys and administering them using software such as SurveyMonkey

• Ability to run prototype testing using tools like InVision

• A self-starter. Able to work pragmatically in an extremely fast-paced environment

• Knowledge of and experience with mobile platforms (iOS, Android, Windows 8) and on complex web-based platforms is strongly preferred

For a closer look into what life at 8x8 International and the Cluj office look like check out our Instagram page.
8x8 believes diversity makes our company stronger which is why we are a proud equal opportunities employer and encourage all of our staff to bring their authentic selves to work. We believe in fairness and we believe in security so reserve the right to undertake background checks on anyone that we extend an employment offer to.

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