Minimum qualifications:

• Bachelor's degree in Human-Computer Interaction (HCI), Psychology, or a related field, or equivalent practical experience.
• 6 years of experience in an applied Qualitative UX Research or a similar role.
• Experience with research methods (e.g., usability, studies, contextual inquiries, 1:1 interviews, unmoderated research studies).

Preferred qualifications:

• Master's degree or PhD in Human-Computer Interaction, Cognitive Science, Statistics, Psychology, Anthropology, or related fields.
• Experience with research methods (e.g., participatory research, conducting surveys, contextual inquiries, diary studies, unmoderated research studies).
• Experience analyzing user behavior in B2B contexts, enterprise software, CRM platforms, or support tooling.
• Expertise in utilizing AI technologies across the end-to-end research lifecycle from project scoping and study design to data analysis and reporting to drive efficiency and depth of insights.
• Ability to influence product decisions and strategy with insights and user data.

About the job

As a researcher in Customer Engagement (CE) you will be an advocate for both the Google customer and our internal users who make great support experiences possible. Empower Google to intelligently engage customers and help them succeed at scale. You will focus on the customer empower Google’s customers and the Googlers who serve them. Focus on Ads and the Ads-supported consumer space. You will bring transformational changes with AI Partner with ML/AI teams to reduce tedium and increase velocity, allowing users to focus on human-only nuances and perspectives. You will drive broader adoption, resulting in a better understanding of Google’s customers which powers insightful suggestions and helps our customers achieve success.

Responsibilities

• Advocate for user centered product roadmaps influenced by user research.
• Lead the research agenda for critical workstreams, taking into account product mission, team priorities, and a global user base.
• Develop and provide leadership with a well-founded point of view, tell compelling user stories and have experience leveraging and using AI tools for efficient data processing and analysis.
• Examine existing data and product designs to generate hypotheses and plans for high-impact research. Identify meaningful patterns and correlate signals to provide coherent research insights.
• Collaborate with Data Scientists, UX Designers, Product Managers, Engineers, and User experience researchers (UXR) partners to deliver impactful research. Also, work with business operations teams to ensure connection between UX and Business metrics.