UX Researcher

ConnectWise is an industry and Global leading software company with over 3,000 colleagues in North America, EMEA and APAC. As a community-driven software company dedicated to the success of technology solution providers, our suite helps over 45,000 of our partners manage their businesses better, sell more efficiently, automate service delivery, and remotely control technology so they can consistently deliver amazing customer experiences.

Our company is powered by our connections, our colleagues, and our community. And, we accept all kinds.

Game-changers, innovators, culture-lovers—and humankind.

We invite discovery and debate. We recognize key moments as milestones.

We see you and value you for your unique contributions. Our inclusive, positive culture lays the foundation to ensure every colleague is valued for their perspectives and skills, giving you the choice of how YOU make a difference.

Curious? Read this opportunity to learn how YOU can make a difference at ConnectWise!

General Summary

The UX Researcher is an individual contributor responsible for delivering quality research insights for features and projects while developing research expertise and impact. This role handles standard research studies independently—from scoping and planning to execution and synthesis—collaborates with UX design, product, and engineering teams to inform roadmaps, and contributes to the overall quality of the team's insights. The UX Researcher works with guidance on complex or ambiguous problems, learns from senior team members, and grows capabilities across various research methodologies and data analysis techniques. This role requires solid research skills, effective communication of findings, and the ability to balance user needs with technical and business constraints.

Essential Duties & Responsibilities

• Delivers quality research insights for features and projects with appropriate guidance on complex or sensitive topics.
• Handles standard research studies independently, from initial scoping and participant recruitment through to execution and final synthesis.
• Creates research plans, information architectures (for testing), and data models aligned with product and business goals.
• Lead end-to-end IA projects to improve the structural organization of features.
• Triangulate data from various sources (qualitative logs, survey results, or usage data) within Excel.
• Collaborates with UX designers, product managers, and engineers throughout the product lifecycle to ensure user evidence informs technical and roadmap decisions.
• Conducts generative and evaluative user research and applies insights to help the team make informed product decisions.
• Uses research repositories correctly and maintains the consistency and findability of organizational knowledge.
• Creates research reports, journey maps, and personas to clearly communicate user needs, pain points, and mental models.
• Conducts usability testing independently and provides prioritized recommendations for iterative design improvements.
• Participates in research and design reviews, providing and receiving constructive feedback on methodology and synthesis.
• Represents user needs and behavioral data in project planning, sprint grooming, and feature discussions.
• Presents research findings clearly to the team and stakeholders, using storytelling to build empathy and drive action.
• Stays current with research methodologies, analysis tools, and behavioral science best practices.
• Documents research rationale, participant demographics, and raw data appropriately to ensure ethical standards and auditability.
• Responds to stakeholder feedback constructively, refining research questions or deep-diving into data to address business concerns.
• Contributes ideas to improve team research processes, such as streamlining recruitment or improving report templates.

Knowledge, Skills, and/or Abilities Required

• Solid competency across UX research disciplines, including study scoping, interview moderation, survey design, and qualitative synthesis with the ability to handle standard research projects independently.
• Developing strategic thinking with a clear understanding of how research insights connect to product goals and business KPIs.
• Experience using Jira to manage personal workflows and provide transparent status updates to cross-functional partners.
• Experience contributing to the documentation of new research processes and SOPs within Confluence.
• Advanced understanding of Information Architecture (labeling, navigation, and search).
• Expertise in Excel Pivot Tables and data manipulation to support complex synthesis and reporting.
• Ability to utilize PowerBI to validate research hypotheses with behavioral data.
• Deep understanding of user needs and project constraints, with the ability to design studies that provide high-value data within tight timelines or technical limitations.
• Experience using and contributing to research repositories (Marvin), ensuring that data is correctly tagged, organized, and accessible for the wider team.
• Capability in conducting mixed-methods research, effectively reviewing quantitative data (from Pendo) and applying those insights to qualitative discovery.
• Ability to collaborate effectively with product and engineering teams, ensuring that research findings are translated into clear technical requirements or design iterations.
• Clear communication skills with the ability to present findings to stakeholders and explain the "so-what" behind user behaviors.
• Proficient use of research tools, including Maze for unmoderated testing and FigJam for mapping, with highly organized and repeatable workflows.
• Ability to work independently on standard projects while proactively seeking guidance on complex methodological or political problems.
• Demonstrated commitment to research quality, data ethics, and the principles of user-centered design.
• Strong collaboration skills, adaptability, and a willingness to learn advanced research techniques or specialized domain knowledge.

Educational/Vocational/Previous Experience Recommendations

• Bachelor’s degree in Human-Computer Interaction (HCI), Psychology, Social Sciences, Cognitive Science, or a related behavioral science field.
• 4+ years of professional experience in a dedicated UX Research role, with a portfolio demonstrating solid skills in end-to-end research project management.
• Demonstrated competency in core research disciplines, including generative discovery, evaluative testing, survey methodology, and mixed-methods analysis.
• Experience delivering research work through the full project lifecycle, from initial stakeholder intake and study design to final analysis and executive presentation.
• Track record of effective collaboration with UX Design, Product, and Engineering teams, ensuring that research insights are integrated into the product roadmap and technical specifications.
• Proficiency in leveraging a modern research stack, including using Marvin for long-term insight management, Maze for scalable testing, and Pendo for quantitative validation.
• Ability to operate within professional project management frameworks, including managing project tasks in Jira and documenting/following team SOPs within Confluence.
• Track record of using Excel as a core tool for managing the research lifecycle and analyzing multi-source data.

Working Conditions

• Hybrid - Pune / Mumbai / Bangalore depending on location
• Minimal travel, occasional team meetings
• Mid-level IC position requiring good judgment and effective collaboration

ConnectWise is an Equal Opportunity Employer, dedicated to building a diverse and inclusive workforce and providing a workplace free from discrimination and harassment. ConnectWise provides equal employment opportunities to all employees and applicants without regard to race, ethnicity, color, religion, age, sex (including pregnancy), sexual orientation, gender, gender identity or expression, ancestry, national origin, citizenship status, physical or mental disability, genetic information, military/veteran status, marital status, familial or parental status, or any other characteristic or status protected by applicable federal, state and local laws.

The statements above are intended to describe the general nature and level of work being performed by individuals assigned to this job. Other duties may be assigned as needed. Reasonable accommodations may be made to enable qualified individuals with disabilities to perform the essential functions of the job and/or to receive other benefits and privileges of employment. If you need a reasonable accommodation for any part of the application and hiring process, please contact us at talentacquisition@connectwise.com or 1-800-671-6898.