Product Researcher, Experience Design

Quick Facts

• Role: Product Researcher
• Team: Experience Design organization of 20 designers
• Reporting: Head of Design, Experience Design
• Work model: Hybrid; four days/week in the Shelton, CT office required (no relocation assistance)
• Travel: Less than 20%, primarily for customer field visits
• Sponsorship: Must be legally authorized to work in the US; employer will not sponsor employment visa status (e.g., H-1B)

Description

A Product Researcher who practices mixed-methods research and keeps product and design teams grounded in customer reality. You uncover the jobs customers are trying to get done, the problems products have not yet solved, and the behavioral evidence of how experiences perform in the field. You translate insight into product direction and partner daily with product management, engineering, data, and go-to-market across PLG and SLG shipping and mailing software.

Responsibilities

Discovery

• Conduct interviews, field visits, and surveys to identify customer jobs and unmet product needs.
• Observe customers in context across warehouses, mailrooms, back offices, and mobile environments, documenting workflows and behaviors.
• Contribute to market and audience research to understand segment differences and how products compare to alternatives.
• Translate findings into insights that define product opportunities.

Evaluation & Measurement

• Design and run concept tests, usability tests, and benchmarking studies, selecting methods based on the decision and timeline.
• Identify and track experience metrics that show whether a product is working as intended.
• Analyze product data alongside qualitative evidence to size problems, direct further research, and confirm impact after release.
• Report clearly when experiences underperform and lay out options for the team.

Communication & Deliverables

• Report findings with clear evidence behind each conclusion and recommendation.
• Build and maintain personas and journey maps used in day-to-day product decisions.
• Communicate insight through strong storytelling that holds up across audiences.
• Use the products directly to build firsthand understanding of the customer experience.

Research Practice & Operations

• Run recruiting, scheduling, consent, incentives, and repository upkeep for your own studies.
• Recruit inclusively across segments, accessibility needs, and levels of technical experience, handling participant data in line with privacy requirements.
• Support designers running their own studies by sharing templates, guidance, and reviewing study plans and questions.

Requirements

• 3–5 years of applied UX, product, or design research experience.
• Bachelor’s degree in a related field or equivalent practical experience.
• Fluency across qualitative and quantitative methods (interviews, field research, surveys, usability testing, concept testing) with sound judgment about method selection.
• Working knowledge of survey design and basic quantitative analysis.
• Strong moderation skills that surface actual customer behavior.
• Experience with moderated and unmoderated remote research.
• Familiarity with research and analytics tools such as UserTesting, dscout, Power BI, FullStory, or Pendo.

Benefits

• Opportunity to grow and develop your career.
• Inclusive environment that encourages diverse perspectives and ideas.
• Challenging and unique opportunities to contribute to a transforming organization.
• Comprehensive benefits globally (PB Benefits and Wellbeing Programs).