Senior Researcher, Customer Insights & Strategy

Safelite; Ohio; On-site; USD 140,000 - 200,000; Full time

Benefits offered by this job

401(k) with company matching

Medical coverage plans

Paid time off, holidays, volunteer pay

Job summary

Safelite is seeking a Principal Researcher to strengthen how we understand customers, clients, and colleagues and to feed insights into product strategy and investment decisions. Reporting to the Director of Product Design, you will lead the research practice as a senior individual contributor and set the standard for research across the organization.

This hands-on leadership role mentors others and partners with product and design to embed discovery into roadmaps, using qualitative and

Qualifications

• Bachelor's Degree or equivalent work experience required.
• 10+ years of user research, design research, behavioral research, or related experience in a product organization.
• Fluent across qualitative and quantitative research methods with strong judgment on fit.
• Track record of research influencing product, experience, or business direction.
• Experience building or advancing a research practice with scalable discovery models.
• Experience mentoring researchers, designers, and product managers.
• Strong experience using behavioral and digital analytics with platforms such as Quantum Metric, Heap, Amplitude, FullStory, or similar.
• Demonstrated fluency using AI across study design, synthesis, analysis, pattern finding, and communication.
• Experience in continuous discovery and delivery environments where learning shapes future work.
• Strong written and verbal communication to influence senior stakeholders.

Responsibilities

• Shape the questions that matter.
• Lead foundational and strategic research informing product strategy and investment.
• Identify questions where deeper customer understanding can change direction.
• Incorporate customer, client, and colleague understanding into roadmap and planning.
• Connect qualitative research, behavioral data, voice of customer, and operational signals.
• Raise the quality of research and set standards across methods and ethics.
• Create standards and lightweight systems to scale high-quality research.
• Enable designers and product managers to run discovery with guidance and guardrails.
• Mentor researchers, designers, and product managers on framing questions and methods.
• Use AI and emerging methods to increase learning velocity while preserving rigor.
• Translate research into frameworks and decision tools for teams.
• Present evidence and a point of view to senior leaders.
• Track how research changes decisions, priorities, and outcomes.

Skills

Qualitative research

Quantitative research

Strategic leadership

Mentoring

AI across study design

Decision support

Research methods selection

Education

Bachelor's degree or equivalent

Tools

Quantum Metric

Heap

Amplitude

FullStory

Job description

Safelite is seeking a Principal Researcher to strengthen how we understand customers, clients, and colleagues and to feed insights into product strategy and investment decisions. Reporting to the Director of Product Design, you will lead the research practice as a senior individual contributor and set the standard for research across the organization.

This hands-on leadership role mentors others and partners with product and design to embed discovery into roadmaps, using qualitative and