What are the responsibilities and job description for the Staff User and Customer Experience Researcher position at N-able?
Why N-able
IT doesn’t get better than this! N-able isn’t just another software company – we’re going places, and we’d love for you to be a part of that journey. With N-ablites in more than 15 countries around the world, you’re adding your unique voice to a diverse team of people who are supporting our customers, and one another. The Way We Work, our hybrid working model based on trust and flexibility, allows you to maximize your contributions while growing your career. Join a team where you can make a difference!
We’re on the hunt for a dynamic, partner-focused Staff U ser and Customer Researcher to create transformative products for Enterprises and Managed Service Providers (MSPs). Your mission? To transform IT possibilities into real-world c apabilities. You’ll be a relentless advocate for our customers , using data to drive business decisions. This role will use quantitative and qualitative data to influence strategic decisions across product teams and the business, leading large-scale, cross-team research projects to elevate the N-able product portfolio. You bring a strong customer focus, a data-driven approach, and thrive in a fast-paced environment, looking for opportunities to lead and collaborate.
Join our Product team to uncover latent user needs, identify opportunities and shape the future of N-able products and user experiences. Collaborate closely with executives, Designers, Product Managers, and Engineering teams to lead research that informs innovative product design and development. Dive deeply into the user base, uncovering challenging problems and identifying solutions . You are independent, self-motivated, and thorough, advocating for users and delivering actionable insights. As a subject matter expert, you possess deep quantitative and qualitative research skills and methods, bringing data driven insight s which are actionable.
What You'll Do
UX Research & Research Strategy:
Experience & Technical Skills
What do we offer you?
At N-able, Inc. (NYSE: NABL), we are a global software company that turns IT possibilities into capabilities. That means we partner with technology leaders who support companies around the world by offering secure infrastructure and tools to navigate their evolving IT needs. We build strong relationships with our customers to help them thrive at every stage of growth, and at the heart of this effort is our network of N-ablites—a global team of extraordinary, diverse creators who are dedicated to making a difference in how our partners do IT.
IT doesn’t get better than this! N-able isn’t just another software company – we’re going places, and we’d love for you to be a part of that journey. With N-ablites in more than 15 countries around the world, you’re adding your unique voice to a diverse team of people who are supporting our customers, and one another. The Way We Work, our hybrid working model based on trust and flexibility, allows you to maximize your contributions while growing your career. Join a team where you can make a difference!
We’re on the hunt for a dynamic, partner-focused Staff U ser and Customer Researcher to create transformative products for Enterprises and Managed Service Providers (MSPs). Your mission? To transform IT possibilities into real-world c apabilities. You’ll be a relentless advocate for our customers , using data to drive business decisions. This role will use quantitative and qualitative data to influence strategic decisions across product teams and the business, leading large-scale, cross-team research projects to elevate the N-able product portfolio. You bring a strong customer focus, a data-driven approach, and thrive in a fast-paced environment, looking for opportunities to lead and collaborate.
Join our Product team to uncover latent user needs, identify opportunities and shape the future of N-able products and user experiences. Collaborate closely with executives, Designers, Product Managers, and Engineering teams to lead research that informs innovative product design and development. Dive deeply into the user base, uncovering challenging problems and identifying solutions . You are independent, self-motivated, and thorough, advocating for users and delivering actionable insights. As a subject matter expert, you possess deep quantitative and qualitative research skills and methods, bringing data driven insight s which are actionable.
What You'll Do
UX Research & Research Strategy:
- Quantitative Research: A quantitative methods expert, you will deliver surveys, A/B testing, and analytics to gather data on user behaviour and experience . Experience with tools such as Qualtrics, Pendo, Tableau , Chorus.ai and Salesforce preferred .
- Measure Experience: Implement and analyse metrics like Net Promoter Score (NPS), System Usability Scale (SUS), Customer Satisfaction (CSAT), and other methodologies to quantify user experience and demonstrate experience improvements and the value of UX to the business.
- Qualitative User Research : An expert in user and customer Interviews, you will p erform discovery, concept validation, and evaluative research (e.g., one-to-one interviews, surveys, prototype testing, usability) to gather insights into user needs, behaviours, and pain points . Experience with customer and user interview techniques is needed.
- Analyse Data : Identify trends, patterns, and areas for improvement in products and services from research data . Work with and across internal data stakeholders to combine and analyse patterns and deliver insights . This spans sales data, financial data, win/loss data and product data.
- Synthesize Findings : Generate actionable insights and recommendations for product improvements based on research findings.
- Develop Research Strategies : Align research strategies with the product roadmap and business goals.
- Elevate Research : Identify and drive opportunities to enhance how qualitative and quantitative research is conducted and communicated within the broader business.
- Mentor and Guide Team Members : Provide mentorship and guidance to junior researchers and associates.
- Lead and Inspire : Evangelize customer and user Research within the organization, collaborating with business leaders and the UX team to propose and lead complex research projects from inception to completion.
- Drive Projects : Identify , manage, and direct strategic Research projects from start to finish, ensuring alignment with overall business, product and UX strategy and business objectives .
- Strategic Planning : Define research strategies, prioritize projects, and ensure research efforts align with business goals.
- Collaborate with Cross-Functional Teams : Work closely with business leaders, designers, product managers, engineers, and other stakeholders to integrate research findings into the product development process.
- Facilitate Workshops : Surface internal hypotheses, increase knowledge sharing, and spread user empathy.
- Advocate for User- Centered Design : Promote a user- centered design approach with an outside-in mindset, ensuring user needs and feedback are prioritized.
- Shape the Future : Help define the product, customer and UX Research strategic direction of the product portfolio, using data and user insights to continuously improve solutions.
- Problem Solving : Identify and address usability issues and user experience problems to improve the overall user experience.
- Improve Continuously : Drive improvement by identifying , exploring, planning, and developing research methodologies, research plans, workshops, data analysis, and reporting.
- Stay Updated : Keep abreast of the latest product, customer and user research methodologies, trends, practices, agile techniques, and tools.
- Communicate Research Insights : Present research findings to stakeholders, including executives , designers, product managers, and engineers, using data visualizations and storytelling.
- Influence Product Decisions : Use research insights to influence product decisions, ensuring products are user- centered and meet the needs of the target audience.
- Advocate for User- Centered Design : Promote a user- centered design approach with an outside-in mindset, ensuring user needs and feedback are prioritized.
Experience & Technical Skills
- Experience: 8 years in user, customer or product research, particularly in B2B SaaS and security-focused companies or technology/fin-tech products.
- Technical Skills: Proficient in user research software, insight repositories, and data analysis tools such as Qualtrics, Miro, Pendo, Google Analytics, Condens , Tableau , RallyUXR , and Salesforce.
- Cybersecurity Knowledge: Understanding of cybersecurity principles and practices.
- Qualitative and Quantitative Methods: Skilled in conducting and analysing user interviews, surveys, usability tests, and contextual inquiries. Strong ability to synthesize data from various sources into actionable insights.
- Strong Research Skills: Ability to design and execute research studies, analyse data, and synthesize findings.
- Analytical Skills: Identify key trends and patterns in data and propose innovative solutions to user pain points.
- Problem-Solving: Flexible and agile problem solver who can pivot quickly and anticipate changes in an evolving technology environment.
- Leadership: Proven success in leading UX and product research projects across a portfolio of products and driving teams in a fast-paced environment.
- Collaboration Skills: Strong interpersonal skills and ability to build and sustain trusting relationships with cross-functional teams, including designers, product managers, and engineers.
- Mentorship: Ability to mentor and guide junior researchers and associates.
- Excellent Communication Skills: Strong verbal and written communication skills, with the ability to effectively communicate research findings to stakeholders and diverse audiences.
- Storytelling: A storyteller who can deliver the "why" behind customer needs and behaviour , engaging cross-functional teams in an impactful way.
- Presentation Skills: Experienced in presenting research to various audiences, including leadership teams and at team offsites.
- Organizational Skills: Strong organizational, planning, and time management skills; capable of independently managing multiple studies simultaneously.
- Strategic Planning: Quickly understand the root of business questions and apply research techniques, frameworks, and agile methods to address them.
- Entrepreneurial & Self-Motivated: Entrepreneurial mindset with a bias toward execution and agility, motivated to drive business growth and user- centered design.
What do we offer you?
- Medical, dental and vision – for employee , partner , and children!
- Generous PTO and observed holidays
- 2 Paid VoluNteer Days per year
- Pension Plan with company-contribution
- Employee Stock Purchase Program
- Discounted gym access at several local facilities
- FuN -raising opportunities as part of our giving program
- N-ablite Learning – custom learning experience as part of our investment in you
- The Way We Work – our hybrid working model based on trust and flexibility
At N-able, Inc. (NYSE: NABL), we are a global software company that turns IT possibilities into capabilities. That means we partner with technology leaders who support companies around the world by offering secure infrastructure and tools to navigate their evolving IT needs. We build strong relationships with our customers to help them thrive at every stage of growth, and at the heart of this effort is our network of N-ablites—a global team of extraordinary, diverse creators who are dedicated to making a difference in how our partners do IT.
