Responsibilities
- Define and lead a strategic research agenda that uncovers foundational insights capable of influencing product and business strategy, not just answering individual feature questions.
- Build durable frameworks such as customer mindsets and segmentation, mental models, jobs-to-be-done, and journey maps that provide the entire company with a shared, lasting understanding of who customers are and how they think.
- Establish trust with internal stakeholders who maintain key customer relationships.
- Collaborate with teams across the company, from field insights to product analytics and data science, to combine qualitative and quantitative signals into a coherent, evidence-backed narrative about customers.
- Own a program of work by setting priorities based on what will most impact the business, rather than operating as a service function.
- Influence product, design, and executive leadership by translating research into clear strategic direction.
- Mentor designers, researchers, and product partners to increase the research fluency of the broader organization.
- Establish and evolve the methods, tooling, and standards of the company's research practice as it matures.
