About the Role
You'll be the voice of our users inside Product and Design, running both formative research that shapes what we build and validation research that ensures we built it right. You won't be researching in a vacuum: you'll have direct access to our outbound teams to drive customer conversations, and to our AI implementation teams and Forward Deployed Engineers who live inside customer deployments every day. Few researchers get this close to real enterprise pain points.
Responsibilities
Plan and run formative research (discovery interviews, field studies, jobs-to-be-done analysis) that informs product strategy and roadmap decisions
Run validation research (usability testing, concept testing, beta feedback loops) to pressure-test designs before and after they ship
Partner with outbound and customer-facing teams to recruit participants and drive ongoing customer conversations
Mine insights from AI implementation teams and FDEs, turning frontline deployment pain points into actionable UX improvements
Synthesize findings into clear, prioritized recommendations that Product and Design can act on immediately
Build lightweight, repeatable research practices that scale with the team, including self-serve tools and insight repositories
Champion research rigor while moving at startup speed: right-sized methods, fast turnarounds, no research theater
Requirement
4–7 years of UX research experience, ideally on B2B/enterprise SaaS or technically complex products
Strong command of both qualitative and quantitative methods, and good judgment about which to use when
Experience researching with enterprise users and buyers, not just consumers
Ability to work independently: you scope your own studies, manage your own pipeline, and drive projects end to end
Excellent synthesis and storytelling skills; your readouts change decisions, not just inform them
Comfort with ambiguity and technical depth; curiosity about AI and how enterprises adopt it
Strong collaboration across Product, Design, Engineering, and go-to-market teams
Why This Role
Unmatched access: direct lines to customers, outbound teams, and FDEs embedded in Fortune 500 deployments
Real influence: research here shapes the roadmap of a category-defining platform, not the margins of it
Frontier domain: agentic AI is being defined right now; you'll uncover what enterprises actually need to trust and adopt it
Skills Required
- 4-7 years of UX research experience
- Experience on B2B/enterprise SaaS or technically complex products
- Strong command of both qualitative and quantitative research methods
- Experience researching enterprise users and buyers (not just consumers)
- Ability to independently scope and run end-to-end research projects
- Excellent synthesis, storytelling, and influence skills to drive product decisions
- Comfort with ambiguity and technical depth; curiosity about AI and enterprise adoption
- Strong collaboration skills across Product, Design, Engineering, and GTM teams
What We Do
Netomi is an AI-first customer service platform that enables companies to deliver the highest quality customer experiences while significantly reducing cost. Netomi's Relationship Operating System automatically resolves up to 80% of routine customer service inquiries, decreasing resolution time, and increasing customer satisfaction and support quality. The patented, no-code platform works across messaging, chat, email and voice, and understands 100+ languages. Netomi is based in San Francisco and has offices in New York and India.
