Product Researcher, Experience Design

Quick Facts

• Hybrid role with four days in the Shelton, CT office required (no relocation assistance).
• Travel: less than 20%, primarily for customer field visits.
• Reports to the Head of Design, Experience Design; Experience Design organization of 20 designers.

Description

Act with urgency, accountability, and purpose; deliver high quality work with consistency and pride; collaborate effectively; focus on outcomes that drive impact and growth.

Product Researcher who practices mixed‑methods research and keeps product and design teams grounded in customer reality. You uncover customer jobs to be done, unmet product problems, and behavioral evidence of how experiences perform in the field, translating insight into product direction while partnering 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; document 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; select methods based on 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 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 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 technical experience levels; handle participant data per PB 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.
• Legally authorized to work in the US; employer will not sponsor employment visa status now or in the future.

Preferred

• Advanced degree in a related field.
• Shipping, mailing, logistics, retail, or e‑commerce domain experience.
• B2B or enterprise software experience.
• Accessibility-focused research and studies across a wide range of technical experience.
• Experience organizing research documentation into a searchable repository.
• Experience coaching designers or PMs to run sound research.
• Research on AI‑assisted or recommendation‑driven features.
• Use of AI tools in the research workflow (recruiting, synthesis, analysis) without loss of rigor.

What Success Looks Like

• Research measurably changes what teams build.
• Product partners bring research in before scope is set.
• Discovery produces unmet needs that enter the roadmap.
• Conclusions are traceable to evidence and hold up under scrutiny.

Benefits

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