UX Research Consultant

Role Overview

The UX Research Consultant is responsible for delivering expert research consultations to our Premier Support customers while also contributing to the overall program development of the Premier Support product.

Premier Consultants are highly regarded members of our post-sales team that are entrusted with providing expert guidance to our highest-value customers via short consultative sessions.  They are subject matter experts on a wide array of research methodologies, highly knowledgeable on our software, and able to provide our customers with practical strategies to leverage UserTesting to achieve their business and research objectives. 

In addition to direct customer work, Consultants spend around 30% of their time growing, managing, and improving the overarching Premier Support program. A consultant can expect to own a portion of our Premier program and drive cross-functional initiatives.

In this role you will:

• Partner directly with our customers via short consultations (“Power Sessions”) to provide guidance and expertise on a wide variety of research topics both tactical and strategic in nature.  Common consultation types include:
• Research test planning and review
• Strategic roadmapping and long-term research planning
• Best practices for effective insight analysis
• Guidance on advanced methodologies such as card sorting, ethnography, and longitudinal research
• Grow your subject-matter expertise and consultative skill set
• Quickly develop a deep familiarity with the UserTesting platform to advise customers on best practices and provide recommendations on how UserTesting can address business goals, initiatives, and challenges
• Own critical elements of our Premier program’s product, operations, and team development
• Lead cross-functional initiatives to grow, scale, and improve the Premier offering
• Engage in thought leadership related efforts with Customer Education and Marketing teams
• Contribute to the overall direction and strategy of the team and program
• Promote the Premier brand with internal teams and externally with our customers

Qualifications

• Bachelor's Degree. An advanced degree (Master’s in Human-Computer Interactions, Human Factors, Psychology, Cognitive Science or related field) would be a plus.
• Minimum 2 years of experience in customer-facing, enterprise-level, digital agency, or consulting conducting hands-on UX research
• Experience in qualitative and quantitative methodologies (i.e., usability testing, concept testing, usability benchmarking, ethnography, longitudinal studies, journey mapping, personas, research roadmaps, diary studies, information architecture methods, etc.) 
• Self-starter and self-managed individual with a positive and collaborative attitude
• Superb customer-facing communication skills and a customer-first mentality

About Premier Support

Premier Support is a premium service offering utilized by a large portion of UserTesting’s customers. The key value-add of Premier is access to an elite team of Premier Research Consultants who operate as trusted advisors and guides. While the Premier Consultant team resides within the Support organization, the team operates as a distinct, mini-startup and their function is quite different from that of a traditional Support team. The Research Consultant position involves a unique blend of activities commonly found in Solution Consultant, UX Researcher, Learning Consultant, and Program Manager roles with the primary focus of helping customers get the most out of their partnership with UserTesting.