Senior User Experience Researcher

At Roofr, we’re obsessed with our customers. We constantly gather feedback to shape, prioritize, and launch the products they truly need. That’s what makes Roofr’s CRM special. We started by building essential sales tools like aerial roof measurements and digital sales proposals. But when our customers asked for a simple, affordable way to manage and scale their entire businesses, we listened. So, we created a CRM that connects these solutions—along with payments, material ordering, and more—into a seamless, powerful platform. With a clear roadmap ahead, we’re excited to continue expanding and leading the market with innovative products.

We have an amazing culture, strong financials, and best-in-class company metrics. It’s an exciting time to be part of an extraordinary startup that is already successful, yet still early enough to offer its team significant growth, equity, and the opportunity to make a real impact.

As a Senior User Experience Researcher, you will be part of the Product organization that’s home to both Product Management and Product Design. As a member of the Product Design team, you will play a critical role in shaping the user experience and interface of our CRM platform.  You’ll contribute to our mission by channeling your curiosity, empathy, and ambition to help us build a top-flight customer research practice - one that’s equally informed by qualitative and quantitative data.

Reporting to the Senior Director of Product Design, you will own the design and implementation of user research initiatives, working to answer the research questions that you have prioritized in collaboration with Product leadership.  You will partner with Group and Principal Product Managers to build the systems and processes needed for our User Research practice to flourish at Roofr over the next several years.

What you'll get to do:

• Support our feature squads comprised of product, design, and engineering professionals who have a deep respect for User Experience Research
• Lead our quantitative research by leveraging all available data from Amplitude to Metabase, working with our data engineers to expand our measurement capabilities
• Build sustainable and direct customer relationships through email and phone outreach, trade shows, and in-app recruitment tools
• Identify, prioritize, and find answers to key research questions in collaboration with product, design, and engineering
• Conduct qualitative user research interviews to precisely understand our customers’ current businesses as they relate to key research questions
• Combine quantitative and qualitative signals to generate new insights that reveal potential areas for further research
• Explore the reasoning and the motivations behind our customers’ business processes—learning why our customers do things certain ways. What are they hoping to achieve? What are they hoping to avoid?
• Produce clear, compelling primary documents by transcribing calls, taking extraordinary notes, and/or leveraging AI-assisted research tools
• Synthesize primary documents into personas, user journeys, mental maps, service blueprints and other forms of analysis that help answer research questions
• Help facilitate and/or lead user testing sessions, leveraging prototypes created by the product design team
• Work in an iterative design process: initiating UX research, assisting with usability testing, synthesizing internal+external feedback, and evaluating metrics when available.
• Contribute to the design team’s culture through design jams, critiques, retrospectives and cross-squad initiatives–helping us all grow as designers
• Collaborate with cross functional teams to gather insights that can be incorporated into your research efforts
• Advocate for our users. We are customer-obsessed and every decision is made with our customers in mind 

What you'll bring to the role:

• 3+ years of experience as a user researcher, ideally in B2B SaaS
• A strong formal understanding of and appreciation for best practices in social sciences, behavioral research, and data science
• Experience building out systems, processes, and customer relationships to sustain user research initiatives over the long term
• You are a clear thinker who is able to internalize large amounts of ambiguity without becoming discouraged or intimidated
• You ask carefully worded questions, and when someone does not answer your question, you ask it again
• You’re obsessed with finding out what the answer to a question really is, not what we (or you) think it is
• Experience in driving user research studies, often via customer interviews, moderated usability tests, and/or well-crafted surveys
• Excellent communication and presentation skills, with the ability to articulate research findings and advocate for your perspective
• Expertise with Figma and a research platform (Dovetail, Great Questions, etc)
• Growth mindset. You continually seek opportunities to improve processes, tools and techniques

Bonus Points:

• Experience doing research for CRM or related software
• A background with data science and/or ability work with MySQL
• History of running research tracks in fast-paced startup environments
• Experience intersecting with product management and product design teams
• You’re not afraid to take risks and lead by vocalizing support for innovative research approaches that may not always be immediately obvious to stakeholders

🏠 What we offer:

When you join our team, you’re not just accepting a job. You’re making a career move. Here’s how we’ll support you in doing some of the most impactful work of your career:

🏝️ Vacation/Paid Time Off:

• 1st week of employment is mandatory PTO! Start your journey with Roofr by decompressing and recharging - we will see you in week 2!
• 1 Friday off per month (we call those our laundry days!)
• Company wide paid shutdown for the week between Christmas and New Years
• Flexible time off
• Medical, dental and vision insurance premiums for employees and their dependents
• Generous Parental Leave policy

🤝 Perks:

• We host 2 retreats per year and great team building activities
• Ample learning and development opportunities to continue growing your career
• Home office setup stipend
• Remote first culture
• Weekly Friday paydays!

At Roofr, we celebrate individuality and uniqueness. Roofr is proud to be an equal opportunity employer. We are committed to building an organization that empowers inclusion and diversity. We encourage candidates and employees to be true to themselves and express all aspects of their identities. We believe that the convergence of fresh perspectives and experiences from all walks of life is what makes our product and culture so great. We do not discriminate against employees based on race, color, religion, sex, national origin, gender identity or expression, age, disability, pregnancy (including childbirth, breastfeeding, or related medical condition), genetic information, protected military or veteran status, sexual orientation, or any other characteristic protected by applicable federal, state or local laws.

IMPORTANT NOTICE: Our company takes the security and privacy of job applicants very seriously. We will never ask for payment, bank details, or personal financial information as part of the application process. All our legitimate job postings can be found on our official career site (https://boards.greenhouse.io/roofr). Please be cautious of job offers that come from non-company email addresses (@roofr.com), instant messaging platforms, or unsolicited calls.