Senior User Researcher at PagerDuty
Toronto, CA
At PagerDuty, we believe that people do their best in a culture that fosters inclusion, innovation, and success. Our values - Community, Growth, Passion, Team and Trust - serve as the foundation of our collaborative and dynamic culture. Whether it’s conducting a retrospective, participating in our monthly Hackdays, cranking out a new product feature, supporting our two PagerDuty bands, or doing our day to day work, Dutonians live and breathe these five values every day. Together, we solve real customer issues and fulfill our mission of connecting teams to real-time opportunities and elevate work to the outcomes that matter.  
PagerDuty is looking for a talented and creative Senior User Researcher who is passionate about empowering and impacting business decisions through research, analysis, synthesis, and formulation of critical insights.
As a Senior User Researcher you have a deep knowledge of user research methodologies and best practices, you work quickly and confidently while delivering high quality output, and you understand how to drive user research strategies within agile environments.
The Senior User Researcher, reporting to the User Experience Director, is an integral member of the larger PagerDuty Experience Design team and collaborates closely with Designers, Product Managers, Development teams, and other stakeholders within the Company.

How You Contribute to Our Vision

    • You are passionate about discovering the unmet needs of PagerDuty customers. You are not satisfied until you have asked “Why?” enough times to uncover root causes of customer unhappiness, and you take great pleasure in sharing such insights with the broad PagerDuty Product and Engineering organizations. You love to bring all that you know about your research practice and customer findings to audiences so you can share with, influence, and incite others to act.
    • Through an ongoing program of inquiry, deep immersion, data collection, and synthesis, you build and maintain a rich set of artifacts that guide the work of others (journey maps, mental models, personas, and so on).
    • You engage internal stakeholders to broaden general knowledge of the benefits of user research for our organization. You are able to connect your research plans, execution, and results to Company business strategy and initiatives to demonstrate ROI.
    • Working closely with Designers and Product Managers, you enhance and extend our abilities to perform ongoing and targeted user research projects.
    • You are instrumental in efforts to validate business hypotheses.
    • You engage analytics as part of your practice and influence stakeholders using both qualitative and quantitative approaches.

About You

    • A proven record of driving change through research and user advocacy
    • Able to interface effectively with Developers, Product Managers, and Designers
    • Exceptional writing skills
    • Exceptional behavioral data-collection and analysis skills (designing, collecting, and analyzing all kinds of user data)
    • Thorough knowledge of usability methods and when to apply them
    • Comfortable with fast-paced work environment and responsibilities for multiple projects at any given time
    • Excellent communication, presentation, interpersonal and analytical skills; the ability to communicate complex concepts clearly and persuasively across different audiences and varying levels of the organization
    • Articulate, passionate, and persuasive

Desired Skills

    • 5+ years proven success leading user research projects with demonstrated impact
    • Demonstrated ability to move from data collection and analysis to actionable insights
    • A strong portfolio demonstrating past work experience and deliverables (study plans, reports, and so on)
    • MS in Human Factors, HCI, or a related field
    • A tirelessly positive attitude and team orientation
    • Actively engaged in the larger UX and User Research communities
    • Research experience with mobile and tablet devices as well as multi-platform systems
    • Experience working with design patterns

Also Nice to Have

    • Hands-on experience with lab-based user testing, remote testing, paper prototype testing, iterative prototype testing, concept testing, field research, and survey design
    • Hands-on experience with recruiting for research and presenting workshops to help others understand and value contributions of user research projects