Zendesk

UX Researcher- Agent Experience

Zendesk

September 15, 2021


At Zendesk, our goal is to help bring companies and their customers closer together. We know that communication is the key to happy relationships, so we build software that makes customer conversations easier and more productive. We believe in collaborative working relationships, curiosity about our prospects and customers, insight-informed design, and delivering solutions that solve real problems for our customers.
UX Research is an integral part of our Product Design process! This role will be responsible for leading a scalable evaluative research program to help inform the design of agent-facing interfaces and workflows throughout Zendesk. Your work will be essential in helping product teams make Zendesk easier, faster, and better for the support agents who rely on it every day to keep their customers happy.
Who we're looking for:
We're seeking a dedicated User Experience Researcher who can demonstrate success in supporting product design and development partners with impactful research, who cares deeply about how the experiences they support will affect their users, and is curious, detail oriented, and eager to learn new methods. Please have experience working within a dynamic product organization to conduct remote and face-to-face usability methods - such as moderated and unmoderated studies, in-depth interviews, card-sorting, tree-testing, etc.
What our researchers get to do every week:
  • Work collaboratively with designers, product managers, marketing and engineering teams.
  • Participate in weekly design critiques and standup meetings.
  • Select appropriate research methods to turn open questions and curiosities into formal research plans, and execute those plans to inform feature development.
  • Partner with data analysts and other UX Researchers to craft coordinated research strategies and insights, triangulating data from different sources and methods to find opportunities for improving customer journeys.
  • Conduct formative and summative evaluations during key points in development.
  • Use workflows, scenarios, profiles and video to report on customer behavior and articulate the goals, behavior and preferences of Zendesk customers.
  • Translate insights into meaningful recommendations in partnership with design and marketing teams.
  • Assist in the creation and upkeep of customer personas and our UX research archive.
  • Share research results across the organization to generate empathy and inspire innovation on behalf of Zendesk’s users, customers and prospects.
What you bring to the role:
  • A minimum of two years of professional work experience in applied product research, preferably for a commercial B2B or SaaS company.
  • A portfolio of work samples showing how you have executed qualitative and quantitative user research methods, and demonstrating the impact of your research on product design or strategy.
  • The ability to be highly organized, creative, curious and empathetic.
  • Familiarity with quantitative analysis, sampling methods and validity in research design.
  • Strong written and verbal communication skills that let you illustrate and share study plans, findings and insights creatively and persuasively.
  • The flexibility to meet remotely with teammates and customers in different time zones, and occasionally travel to meet them in person.
  • University degree in interaction design, psychology, human factors or a related discipline.

About Zendesk - Champions of Customer Service
Zendesk started the customer experience revolution in 2007 by enabling any business around the world to take their customer service online. Today, Zendesk is the champion of great service everywhere for everyone, and powers billions of conversations, connecting more than 100,000 logos with hundreds of millions of customers over telephony, chat, email, messaging, social channels, communities, review sites and help centers. Zendesk products are built with love to be loved. The company was conceived in Copenhagen, Denmark, built and grown in California, taken public in New York City, and today employs more than 4,000 people across the world. Learn more at www.zendesk.com.
We believe in service. Learn more about how we provide support to our local communities with volunteering, grants and product donations.
Zendesk is an equal opportunity employer, and we’re proud of our ongoing efforts to foster global diversity, equity, & inclusion in the workplace. Individuals seeking employment and employees 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, disability, military or veteran status, or any other characteristic protected by applicable law. We are an AA/EEO/Veterans/Disabled employer. If you are based in the United States and would like more information about your EEO rights under the law, please click here.
Zendesk endeavors to make reasonable accommodations for applicants with disabilities and disabled veterans pursuant to applicable federal and state law. If you are an individual with a disability and require a reasonable accommodation to submit this application, complete any pre-employment testing, or otherwise participate in the employee selection process, please send an e-mail to benefits@zendesk.com with your specific accommodation request.
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.