Sr. User Experience Researcher

Medallia’s mission is simple: to create a world where companies are loved by customers and employees alike. Hundreds of the world’s best-loved brands trust Medallia’s Software-as-a-Service application to help them capture customer feedback everywhere the customer is (on the phone, in store, online, mobile), understand it in real-time, and deliver insights and action everywhere—from the C-suite to the frontline—to improve their performance. Founded in 2001, Medallia is growing quickly with more than 1000 employees globally in Silicon Valley, New York, London, Paris, Sydney, Buenos Aires, and Tel Aviv. 

We value great design at Medallia. It is fundamental to our mission of helping the world's most influential companies and brands become more customer focused. As a user researcher, you play a vital role in shaping how we capture customer feedback, deliver insights and coordinate actions in real-time to everyone in a company — from the c-suite to the frontline — to help them improve. Our approach to user research is to understand our users’ goals and present a clear path to achieve them. Sounds simple but doing this for the world’s largest and diverse companies is where the challenge lies. It is also where some of the most rewarding work of your career can take place. Knowing that millions of people are communicating with companies through Medallia, and those companies view our platform as indispensable, is truly rewarding.

The Role
User Researchers lead teams through inspiration-gathering and customer empathy experiences to uncover stories and insights that help guide design and product management. They deftly balance techniques that inspire new ideas and paradigms with methods that rigorously evaluate potential concepts and solutions.

Medallia is looking for User Researchers with an edge, a spark, and a deep-seated obsession with human emotions and behaviors. In addition to being empathetic, creative, and strategic, here are some of the qualities we’re searching for:


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  • Constantly curious – We want people who are excited to be in the field and as inquisitive about other people and their stories as they are empathetic.
  • Thoughtfully collaborative – we want people who think through the methodologies to engage the teams as carefully as they engage our customers.
  • Captivating communicator – We want compelling storytellers who can inspire teams to translate keen observations into compelling insights and ideas.
  • Experimental, sensitive, savvy and even quirky – These are the people who will be truly inspiring and impactful.

Responsibilities

  • Drive insights to inform the definition and development of new and existing products across all platforms.
  • Work cross functionally with teams to shape and execute research plans based on business needs and growth initiatives.
  • Develop and use research models and insights to drive superior decision making.
  • Interpret research results, derive implications, perform market analysis and gather strategic intelligence to provide proactive insight regarding the consumer market, trends and our customer needs, and pain points.
  • Expertly select and deploy appropriate research methodologies (from generative to evaluative).
  • Direct priorities and approaches for research projects to ensure the most effective and efficient use of resources.
  • Manage research vendors relationship and drive execution of research initiatives.
  • Champion research and user-centered design across the organization.

Qualifications

  • Master’s degree or PhD in psychology, human factors, HCI  or an equivalent field.
  • At least 4+ years of industry experience as a hands-on researcher, working across multiple platforms, including mobile and enterprise systems.
  • Expertise in a broad range of methodologies including: ethnographic research, site visits, interviews, surveys, diary studies, usability testing, lean experimentation, etc.
  • Superior creativity and passion for what you do.
  • Organized, self-directed, efficient and able to complete complex projects in a timely manner.
  • Strong leadership qualities that enable you to lead cross-functional teams and third party partners when needed.
  • Able to analyze and synthesize qualitative and quantitative information in a manner that engages other team members.
  • Excellent verbal and written communication and presentation skills.
  • Stats knowledge and expertise with statistical tools a plus.



At Medallia, we don’t just accept difference - we celebrate it and recognize the value it brings to our customers and employees. Medallia is proud to be an equal opportunity workplace and is an affirmative action employer. Equal opportunity and consideration are afforded to all qualified applicants and employees. We won't unlawfully discriminate on the basis of gender identity or expression, race, ethnicity, religion, national origin, age, sex, marital status, physical or mental disability, Veteran status, sexual orientation, and any other category protected by law.

Medallia is committed to working with and providing reasonable accommodation to applicants with disabilities in accordance with the American Disabilities Act and state disability laws.

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