Senior Director, User Research

About the Role

Key Responsibilities

• Define and evangelize a unified vision for user research at Freshworks, building the case for its value across product teams.
• Scale a world-class user research practice from the ground up, including hiring, mentoring, and creating repeatable frameworks for success.
• Partner closely with product managers, designers, and engineers to embed research early and often in the product development lifecycle.
• Partner with VOC team to establish and track CSAT and usability metrics for reporting.
• Collaborate with PMM, Sales, Pricing, and CSM organizations to evaluate research needs and conduct research such as value proposition testing and customer feedback loops.
• Support upstream research to identify user needs, pain points, and market opportunities.
• Guide downstream research including usability testing, concept validation, and product refinement.
• Streamline research operations by improving tools, processes, and systems for recruitment, documentation, and knowledge sharing.
• Champion a culture of curiosity, empathy, and evidence-based decision making across the organization.

Requirements

• 10+ years of experience in user research, with at least 5 years in a leadership or senior management role within a product-led company.
• Strong expertise in qualitative and quantitative research methods, with a proven track record of demonstrating the value of research.
• Experience collaborating with cross-functional teams in a fast-paced, product-driven environment.
• Proven ability to use research to drive strategic decisions at the portfolio or platform level.
• Experience building or scaling research functions from the ground up.
• Ability to communicate insights clearly and influence stakeholders at all levels.
• Bonus: Experience working with global or SaaS products in the B2B or CX/IT/CRM space.

Nice to Have

• Experience working with global or SaaS products in the B2B or CX/IT/CRM space.

Qualifications

• Educational background or certifications are not explicitly specified, but extensive experience in user research and leadership roles are required.

Benefits & Perks

• Annual base salary range of $257,000 — $338,000 USD, based on experience and other factors.
• Bonus and equity may be available.
• Hybrid role requiring in-office presence 3 days per week (Tue-Thu).
• Multiple insurance options including dental, medical, vision, disability, and life insurances.
• Additional benefits such as ESPP, flexible PTO, flexible spending, commuter benefits, wellness benefits, adoption and parental leave.