Senior/Staff UX Researcher

Google Chrome Microsoft Edge Apple Safari Mozilla Firefox Senior/Staff UX ResearcherFull-timeDepartment: User ExperienceDept: User ExperienceDivision: ProductCompany DescriptionNexthink is the leader in digital employee experience management software. The company provides IT leaders with unprecedented insight allowing them to see, diagnose and fix issues at scale impacting employees anywhere, with any application or network, before employees notice the issue. As the first solution to allow IT to progress from reactive problem solving to proactive optimization, Nexthink enables its more than 1,500 customers to provide better digital experiences to more than 25+ million employees. Dual headquartered in Lausanne, Switzerland and Boston, Massachusetts, Nexthink has 9 offices worldwide.#LI-HybridJob DescriptionWe are looking for a Senior/Staff UX Researcher to build the foundational understanding of our customers that shapes where Nexthink invests and how we evolve the product. This is a strategic role: you will build a research program that uncovers the mindsets, motivations, and mental models behind how our customers work, and turn those into frameworks the rest of the company can build on. You’ll set the research agenda based on a deep understanding of the business strategy but always “speaking truth to power” by putting the needs of the customer first. You'll decide what's worth knowing, not just answer what's asked. Your main responsibilities will include: Define and lead a strategic research agenda that surfaces foundational insights capable of shifting product and business strategy, not just answers to individual feature questions Build durable frameworks such as: customer mindsets and segmentation, mental models, jobs-to-be-done, & journey maps that give the whole company a shared, lasting understanding of who our customers are and how they think Create trust with internal stakeholders who maintain key customer relationships Partner with teams across the company, from field insights to product analytics and data science, to triangulate qualitative and quantitative signals into a coherent, evidence-backed narrative about our customers Own a program of work: set priorities based on what will move the business most, 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 raise the research fluency of the broader organization Establish and evolve the methods, tooling, and standards of Nexthink's research practice as it matures Qualifications8+ years of UX research experience (Staff) or 5+ years (Senior), with a track record of research that shaped product or business strategy Experience building frameworks: segmentations, customer mindsets, journey maps, or jobs-to-be-done that were adopted broadly across an organization Hands-on experience trying out different ways that AI can improve research operations and/or analyses Proven track record of designing, validating, and analyzing large-scale surveys and telemetry data Fluency across qualitative and quantitative methods, and comfort partnering with data science and analytics to combine behavioral data with lived customer context Experience researching complex B2B or enterprise software; technical or IT-adjacent domains are a strong plus A track record of influencing without authority; a compelling communicator who can move executives and engineers alike Experience building or scaling a research practice (methods, tooling, standards) is a plus Advanced degree in human-computer interaction, psychology, anthropology, sociology, statistics, or a related field is a plus; equivalent professional experience is welcome Full professional proficiency in English (spoken and written); French is a plus. Ability to travel 3 to 4 times a year for customer-related events Portfolio or work samples demonstrating research that...