UX Researcher

5 days ago

Bengaluru, Karnataka, India Uber Full time ₹ 12,00,000 - ₹ 36,00,000 per year

About the Role

About the Team

The Customer Obsession team is responsible for building, scaling and innovating customer support solutions across the Uber ecosystem.

About the Role

At Uber, we're reimagining the future of customer support. We're looking for a UX Researcher to join our Customer Obession Team in Bangalore.

In this role, you will help shape the vision of our product charter. You will do this by uncovering unique, user-centered opportunities that help bring value to a wide range of users in our support ecosystem, specifically, our Agent and Supervisor personas who help power our support experience.

You'll collaborate with passionate engineers, PMs, UX designers and content designers from around the world. It's a fast-paced, supportive environment where your work will scale globally and make a real impact for millions of people across the Uber ecosytem. If you're excited to design with purpose, thrive in a collaborative global environment, we'd love to hear from you.

What the Candidate Will Need / Bonus Points
- What the Candidate Will Do -

  • Work with our Product and Design teams to creatively identify and explore new opportunities to help define product roadmaps, vision, and strategy
  • Design and conduct foundational, formative, and evaluative qualitative and quantitative user research
  • Collaborate with a global, diverse group of cross-functional product, design, engineer, and product marketing partners to achieve alignment and impact
  • Synthesize and communicate research findings to drive understanding, user empathy and action across the organization
  • Effectively manage 1-2 concurrent research projects in a fast-paced environment, seamlessly adapting to evolving priorities and context while delivering high-quality action-oriented insights
  • Demonstrate agility and thrive in ambiguity, successfully navigating diverse tasks and responsibilities across various initiatives within the Customer Obsession charter
  • Share user research findings with cross-functional partners and leadership to inform decision-making
  • Work closely with PMs, designers, and engineers to embed user insights throughout the product lifecycle
  • Visit support hubs to test and observe Agent and Supervisor workflows in live support settings

  • Skilled in using both qualitative methods (like interviews and usability testing) and quantitative tools (such as surveys and behavioral data analysis) to uncover user needs

  • Basic Qualifications -

  • 3+ years of professional experience conducting user research

  • Master's or Ph.D. Human-Computer Interaction, Psychology, Statistics, Computer Science or a related field; or BA/BS and equivalent industry experience in a product-centric environment

  • Able to execute research in English

  • Preferred Qualifications -

  • Previous experience conducting research in customer support or internal tools product space

  • Previous experience conducting international research and working on products with global impact
  • An understanding of research methods strengths and weaknesses and experience planning and conducting mid-to-large scale research projects across various product phases
  • Experience with mixed methods - both qualitative and quantitative - with a focus on more strategic research

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