pencil - Product Researcher - EMEA - Remote
Requirements
• 3 - 5+ years in Product Research, UX Research, or a similar client-facing insight role, ideally within a SaaS or high-growth tech environment. • AI Literacy: Strong experience with Generative AI and a deep understanding of how it impacts creative workflows. • Independent Execution: Proven ability to manage multiple medium projects simultaneously with minimal oversight. • Communication: Exceptional storytelling skills - you can take complex data and make it resonate with stakeholders across the company. • Strategic Judgment: Ability to distinguish between one off feature requests, and systemic product opportunities. • Technical Familiarity: Comfortable using modern research tools. • You’ll Thrive Here If You… • You are an Owner: You don’t wait for a ticket to be assigned. You see a gap in our understanding of the user and you proactively go fill it. • You keep it Simple: You can take the complex nature of GenAI and explain it to users in plain, fluff-free language. • You move Fast: In the world of AI, a week is a lifetime. You prefer "good and quick" over "perfect and late," iterating on the fly. • You are Human: You build genuine, productive relationships with clients. You’re not just a data-gatherer; you’re an empathetic listener. • You love the Surprising: You get excited when a user does something unexpected with our tool. You’re curious about the edge cases that lead to the next big breakthrough. • KPIs & Success Measures • Insight Velocity: Average time from "User Conversation" to "Actionable Brief" delivered to the product team. • Feature Adoption Rate: The percentage of users engaging with features that were built or refined based on your research. • Research Impact Score: Stakeholder feedback on how effectively your insights influenced the product roadmap and reduced development rework. • Client Satisfaction (NPS/CSAT): Qualitative feedback from interviewed clients regarding their feeling of being "heard" and seeing their input reflected in the tool. • Superuser Retention/Engagement: Measuring the ongoing participation rate of our core feedback group.
Responsibilities
• User Discovery & Advocacy: Lead end-to-end research cycles, from recruiting participants to conducting deep dive interviews and usability tests to uncover the "why" behind user behavior. • Continuous Feedback Loop: Manage day to day interactions with clients to capture granular feedback on new GenAI features, ensuring the product team is solving real pain points, not just shipping tech. • Methodological Excellence: Select and apply the right research methods (e.g., diary studies, surveys, RITE testing) to provide high-quality insights for both routine updates and complex new assignments. • Cross-Functional Collaboration: Partner closely with Product Managers and Engineers to turn research findings into creative solutions and product requirements. • Process Evolution: Identify bottlenecks in how we gather feedback and suggest improvements to our research operations to help the team scale. • Closed Loop Communication: Own the relationship with our most engaged superusers; proactively present "You Told Us, We Listened" updates to show how their feedback directly influenced the Pencil roadmap. • Value Exchange Management: Design and execute ways to deliver value back to research participants - whether through early access to features, exclusive roadmap previews, or expert deep-dives into GenAI trends.
Benefits
• 25 days PTO plus public holidays, although we operate a Flexible Time Off scheme • Health insurance / private medical cover • Monthly stipend towards wellness, fitness, and learning and development • Remote - work from anywhere in your home country • Enhanced parental leave policies, whether you become a parent through birth, adoption or surrogacy • Access to our Pencil office in The Shard, London for UK employees • Flexible working hours
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