CX Researcher at Lookback (fully remote)

We are seeking a curious and talented professional with expertise in user research and customer service to bring insights to Lookback’s Customer Experience Team.

- 2+ years of experience as a UX Researcher, applying research methodologies and crafting strong insights

- Applicants from CET to PST timezones

Bridging the gap between users and product teams not only produces more usable products, it ensures humanity is at the core of every product decision. We also believe empowering the research community to bring their valuable and artful skillset to their product organizations is essential. Our vision is for every builder of experiences to be able to interact with real users, in-depth, in real time, and in real contexts. Lookback's customers range from one-person teams building web and app experiences to the world's largest research organizations. Our people mission is to create the best possible remote workspaces for our team members so that we can all bring our best selves to our craft. Since our founding in 2013, we've been a globally distributed and remote team. Sustaining team health and work-life balance is paramount to us.

The CX Researcher generates insights not only on the product experience, but across the end-to-end touchpoints of Lookback. This is a unique and exciting role that focuses on researching every touchpoint of the customer journey. This includes first impressions of Lookback, our onboarding, all aspects of our product platform, educational content, interactions with our team and more. No day is the same as you’ll be wearing many hats. Alongside our customers, you ensure their success as their Research Partner - as a peer, and an expert in user research and our Lookback product. You will also work on a wide range of research projects to drive business and product decisions at Lookback. If you love the chance to talk to members of the global user research community — daily, if you're eager to research and learn from fellow researchers about their experience with Lookback, and enjoy finding patterns and insights with a collaborative team, we'd love to work with you.

What you'll do:

  • As a fully-remote member of our Customer Experience Team, engage with our growing global customer base as a Lookback expert and user research peer.
  • Play a key role on the larger Growth Team to elevate the customer experience across our entire customer base.
  • Collect customer feedback to drive continuous improvement across all areas of the customer experience, including product.
  • Regularly talk to customers across a variety of channels including Lookback, GoTeam, and email.
  • Facilitate live demos, onboarding, peer-to-peer consulting, and ongoing support to customers and prospective customers.
  • Ensure customers are supported using our product and help them find quick time to value with Lookback.
  • Act as a champion for high caliber user advocacy throughout Lookback.
  • Produce research artifacts that are consumable to the company at large to inform what we're learning from customers.
  • Develop a deep understanding of how product teams work together across industries, around the world.

What you'll bring:

  • An entrepreneurial spirit - seeing areas of opportunity, and proactively tackling them.
  • A strong and effective point of view with both internal and external customers.
  • Thrives in an environment that encourages experimentation and welcomes change.
  • Excellent collaboration skills, and the ability to influence, motivate, and inspire cross-functional teams
  • You have work-life experience conducting mixed methods research, leading remote interviews, usability testing, in-person lab-based studies, concept testing, as well as surveys.
  • Critical thinking and the ability to translate customer conversations and patterns into actionable insights.
  • Strong project management skills and ability to prioritize time, tasks, and project work.
  • First-hand experience with research tools like Lookback (nice to have).
  • Ideally experience in a startup environment.

We'd love to hear from you

Shoot an email to ico-arrow-1