Job Description

Organizations everywhere struggle under the crushing costs and complexities of "solutions" that promise to simplify their lives. To create a better experience for their customers and employees. To help them grow. Software is a choice that can make or break a business. Create better or worse experiences. Propel or throttle growth. Business software has become a blocker instead of ways to get work done.

There's another option. Freshworks. With a fresh vision for how the world works.

At Freshworks, we build uncomplicated service software that delivers exceptional customer and employee experiences. Our enterprise-grade solutions are powerful, yet easy to use, and quick to deliver results. Our people-first approach to AI eliminates friction, making employees more effective and organizations more productive. Over 72,000 companies, including Bridgestone, New Balance, Nucor, S&P Global, and Sony Music, trust Freshworks' customer experience (CX) and employee experience (EX) software to fuel customer loyalty and service efficiency. And, over 4,500 Freshworks employees make this possible, all around the world.

Fresh vision. Real impact. Come build it with us.

Job Description

We're seeking an experienced Mixed Methods Staff Experience Researcher to join our design team and drive deep insights into employee and customer support experience. This role requires expertise in both qualitative and quantitative methodologies to understand user behaviors, needs, and attitudes that will inform our product strategy and design experience.

What You'll Do

• Design and execute end-to-end custom research studies using a comprehensive mix of qualitative and quantitative methodologies to understand employee and customer support experiences, behaviors, and needs
• Lead in-depth interviews, usability testing, and concept testing to gather rich insights about pain points and opportunities for improvement
• Design, implement, and analyze surveys with rigorous statistical methods to identify patterns and trends 
• Partner closely with Data Science and analytics teams to integrate behavioral analytics with attitudinal research, developing holistic insights that inform decision-making
• Translate complex research findings into clear, actionable recommendations tailored to diverse stakeholder audiences including senior leadership, product teams, design and engineering
• Advocate for user-centered thinking and champion research best practices across cross-functional teams
• Effectively manage and prioritize research plans in fast-changing environments, balancing rigor with speed as the situation demands
• Recommend and implement improvements to the UXR team's workflow and tools, partnering with Research & Design leadership to scale our work and advance how we leverage AI throughout our research processes

Please note: This is a hybrid role that will be based in San Mateo, CA and requires an in-office presence three days per week (Tuesday - Thursday). 

Qualifications

• 5-7 years of experience conducting UX or experience research in a product, technology, or organizational setting
• Master's degree or PhD in Human-Computer Interaction, Psychology, Sociology, Anthropology, Communication, Information Science, or related social science field
• Deep expertise in qualitative research methods including conducting interviews, facilitating usability testing, and synthesizing insights from observational studies
• Strong quantitative skills with demonstrated experience designing and analyzing surveys using statistical methods (e.g., regression analysis, ANOVA, T-tests)
• Proven experience collaborating with Data Science teams to combine behavioral data with attitudinal insights
• Portfolio demonstrating end-to-end research projects, methodological rigor, and measurable impact on product or organizational decisions
• Exceptional communication skills with the ability to distill complexity and influence decisions at all organizational levels
• Experience working in a scrappy environment and leveraging AI driven approaches for recruiting, analysis and synthesis - expanding how we learn from users
• Experience vibe coding prototypes with Figma Make, Lovable or similar tools to get fast customer input
• Previous experience building research frameworks, templates, and best practices for scalable discovery. 
• Experience enabling stakeholders to conduct lightweight and less complex research. Leveraging AI tools like Maze or Great Questions for a multiplier effect
• Experience creating custom bots to query research repository, build synthetic personas etc.

Preferred

Qualifications

• Experience conducting research on employee and customer support experience, or workplace tools
• Proficiency with statistical analysis tools (R, SPSS, Python, or similar)
• Track record of driving strategic decisions through research insights in ambiguous, fast-paced environments
• Experience creating first draft of PRDs to share with stakeholders based on research

Additional Information

The annual base salary range for this position is $197,965 - $244,545. This role is also eligible for a target bonus.

Compensation is based on a variety of factors including but not limited to location, experience, job-related skills, and level. Bonus/equity may be available.Freshworks offers multiple options for dental, medical, vision, disability and life insurances. Equity + ESPP, flexible PTO, flexible spending, commuter benefits and wellness benefits are also offered. Freshworks also offers adoption and parental leave benefits.

At Freshworks, we have fostered an environment that enables everyone to find their true potential, purpose, and passion, welcoming colleagues of all backgrounds, genders, sexual orientations, religions, and ethnicities. We are committed to providing equal opportunity and believe that diversity in the workplace creates a more vibrant, richer environment that boosts the goals of our employees, communities, and business. Fresh vision. Real impact. Come build it with us.

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