- Salary
- $115k – $140k/yr
- Location
- Pittsburgh, Pennsylvania
- Workplace
- Hybrid
- Type
- Full-time
- Department
- Product
- Seniority
- Senior
- Experience
- 5+ years
- Source
- Lever
Description
Smith Micro Software is seeking an experienced Senior User Experience Researcher & Customer Insights Lead to drive high-impact research and customer insights program that shape product direction, inform roadmaps, and improve the customer experience across multiple products and customer solutions.
In this role, you will serve as an advocate for our users, leading UX Research, Voice of the Customer (VoC), and User Education efforts across the product lifecycle from early discovery and concept validation through usability testing, launch, and continuous customer feedback. You will bring together insights from UX research, surveys, app reviews, NPS, product analytics, and other customer signals to build a holistic understanding of the customer experience and translate those insights into clear, actionable recommendations.
You will operate with a high degree of autonomy, proactively identifying research and customer experience opportunities and partnering closely with Product, Design, Engineering, Marketing, leadership, and carrier/customer partners to ensure user needs are embedded in how products and experiences are defined, prioritized, and improved, while balancing end-user needs, customer requirements, and business priorities in a B2B2C environment.
