Senior User Experience Researcher
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Job Description
Senior User Experience Researcher at Milestone shaping customer insights into product strategies. Mentoring researchers and collaborating across teams to enhance user experience globally.
Responsibilities:
- Turn research into clear guidance leaders can use to make decisions.
- Build continuous discovery habits that help teams move faster, with fewer assumptions and less rework.
- Build simple, scalable ways for teams to access and use insights, even when a researcher isn’t in the room.
- Help establish a culture of mapping, using journeys to drive conversations, surface opportunities, and align teams.
- Augment research practices with AI in balanced, responsible ways, while keeping human judgment and empathy at the forefront.
- Partner closely with product, design, engineering, and business teams to learn with customers through prototyping, limited releases, and real-world testing.
- Mentor other UX Researchers by helping them see where they are, where they can grow next, and by acting as a thoughtful sounding board when they’re stuck or unsure.
- Translate signals from CRM and support platforms (e.g. Salesforce, Zendesk) into research questions and journey opportunities, connecting operational data with qualitative human understanding.
- Collaborate with Customer success, Technical Support, and Sales enablement teams to surface insights that improve post-sale experiences.
- Design and facilitate workshops and service blueprinting sessions that span organizational boundaries. Bringing together internal teams, partners, and customers to map and improve complex service experiences.
Requirements:
- Well‑established background in UX Research, Service Design, or Experience Strategy with a strong record of practical impact.
- Strong expertise in qualitative and mixed-method research, insight synthesis, and journey mapping.
- Demonstrated ability to connect customer insights to product and business decisions.
- Experience building or operating continuous discovery and experimentation practices.
- Proven track record of influencing stakeholders through storytelling, evidence, and clear recommendations.
- Experience mentoring or coaching researchers or adjacent roles.
- Fluency in English, both written and verbal.
- Ability to work independently, navigate ambiguity, and adapt in a changing environment.
- Willingness to collaborate across time zones and adjust working hours as needed.
- Comfort working with operational data sources such as CRM platforms, support ticket systems, or customer health dashboards to triangulate qualitative findings (not as an analyst, but as a researcher who can orient independently).
- Experience conducting or supporting service design work. Including service blueprinting, touchpoint mapping across digital and non-digital channels, and cross-functional facilitation.
Benefits:
- medical/dental benefits
- FSA or HSA
- 401k with 6% Safe Harbor employer match
- paid parental leave
- generous PTO (20 days' vacation, 10 days paid sick time, and 12 company holidays)
- fully paid Short Term disability policy
- fully paid Long Term disability policy
- Life Insurance
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