Senior UX Researcher & Customer Insights Lead

Smith Micro Software Inc.

Pittsburgh (Allegheny County)

Hybrid

USD 120,000 - 170,000

Full time

14 days+

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Job summary

Smith Micro Software is seeking an experienced Senior UX Researcher & Customer Insights Lead to drive a comprehensive UX research and VoC program that informs product direction and enhances the customer experience across multiple products. You will collaborate with product, design, engineering, and leadership to translate user insights into actionable roadmaps.

You will manage end-to-end research, synthesize findings into clear recommendations, and balance user needs with business priorities in

Qualifications

5+ years of experience in UX Research, Customer Insights, Human-Centered Design, or a related field.
Bachelor’s or master’s degree in human-Computer Interaction, Psychology, Cognitive Science, Anthropology, Behavioral Science, Design, Statistics, Economics, or a related field.
Demonstrated experience leading end-to-end UX research, including planning, recruitment, moderation, analysis, synthesis, and translating findings into actionable recommendations.
Experience managing VoC programs, including surveys, NPS, app reviews, and other feedback.
Strong ability to synthesize research and user data into insights that inform product direction and business decisions.
Ownership mentality with proactive problem identification and solution prioritization.
Ability to balance tactical execution with strategic objectives across multiple products and accounts.
Comfortable in ambiguous, fast-changing environments and influencing without authority in cross-functional Agile teams.
Experience presenting research to cross-functional teams and leadership, translating findings into narratives and action.
Proficiency with tools such as Figma/FigJam, UserTesting, Apptentive/Alchemer, Firebase, Excel, PowerPoint; English proficiency.

Responsibilities

Own and lead end-to-end UX research across multiple products and lifecycle stages, including planning, recruitment, moderation, analysis, synthesis, and recommendations.
Conduct generative and evaluative research using interviews, concept testing, usability testing, surveys, competitive analysis, and data analysis.
Partner with Product Managers, Designers, Engineers, Marketing, and leadership to align research questions with product priorities and roadmap.
Synthesize findings into compelling narratives and actionable recommendations for product and design decisions.
Maintain research documentation and repositories for easy access and reuse across the organization.
Own the Voice of the Customer (VoC) program across supported products, including data management, analysis, reporting, and stakeholder action.
Monitor and optimize app ratings and NPS, and surface trends and gaps for product improvements.
Identify education opportunities and craft targeted communications to improve user understanding and adoption.