Role overview

Qualifications

4–7 years of UX research experience, ideally on B2B/enterprise SaaS or technically complex products
Strong command of both qualitative and quantitative methods
Experience researching with enterprise users and buyers
Ability to work independently

Responsibilities

Plan and run formative research that informs product strategy and roadmap decisions
Run validation research to pressure-test designs before and after they ship
Partner with outbound and customer-facing teams to recruit participants and drive ongoing customer conversations
Synthesize findings into clear, prioritized recommendations that Product and Design can act on immediately

Key facts

Remote from: Canada
Full time
Senior (5-10 years)
UX Researcher (User Experience Researcher)
English

Hard skills

UI/UX Research Quantitative Analysis Usability Testing Customer Inquiries Project Management Software As A Service (SaaS) Ethical AI Storytelling

Other skills

Collaboration

About the company

Netomi

Artificial Intelligence & Machine Learning Services

Netomi helps companies deliver higher quality customer experiences at scale with AI. If customer service is not a priority, you don't have to read any further. Warner Bros, Westjet, and HP trust Netomi's AI-first customer service platform to deliver eye-popping results. Doing this all while significantly reducing cost. Netomi is building the first Relationship Operating System and its three main benefits for companies are: - Industry-leading resolution rates (automatically resolves 80% of routine customer service inquiries) - Improved resolution time - Increased customer satisfaction and support quality People love our patented, no-code platform, which works across messaging, chat, email and voice. The platform also understands 100+ languages - ¡Qué bueno! Netomi is based in San Francisco and has offices in Toronto, New York, and India. Want to work from your home office? We have remote options as well! We can't hire fast enough, join this incredible team today!

Company details

Company typeScaleup

IndustryArtificial Intelligence & Machine Learning Services

Company size51 - 200

Links

Website LinkedIn See all jobs

Your match analysis

See how your profile stacks up against this role.

We compared the job requirements to your profile to show where you're strong and where you fall short.

Job description

About the Company:

Netomi is the leading agentic AI platform for enterprise customer experience. We work with the largest global brands like Delta Airlines, MetLife, MGM, United, and others to enable agentic automation at scale across the entire customer journey. Our no-code platform delivers the fastest time to market, lowest total cost of ownership, and simple, scalable management of AI agents for any CX use case. Backed by WndrCo, Y Combinator, and Index Ventures, we help enterprises drive efficiency, lower costs, and deliver higher quality customer experiences.

Want to be part of the AI revolution and transform how the world’s largest global brands do business? Join us!

About the Role

You'll be the voice of our users inside Product and Design, running both formative research that shapes what we build and validation research that ensures we built it right. You won't be researching in a vacuum: you'll have direct access to our outbound teams to drive customer conversations, and to our AI implementation teams and Forward Deployed Engineers who live inside customer deployments every day. Few researchers get this close to real enterprise pain points.

Responsibilities

Plan and run formative research (discovery interviews, field studies, jobs-to-be-done analysis) that informs product strategy and roadmap decisions

Run validation research (usability testing, concept testing, beta feedback loops) to pressure-test designs before and after they ship

Partner with outbound and customer-facing teams to recruit participants and drive ongoing customer conversations

Mine insights from AI implementation teams and FDEs, turning frontline deployment pain points into actionable UX improvements

Synthesize findings into clear, prioritized recommendations that Product and Design can act on immediately

Build lightweight, repeatable research practices that scale with the team, including self-serve tools and insight repositories

Champion research rigor while moving at startup speed: right-sized methods, fast turnarounds, no research theater

Requirement

4–7 years of UX research experience, ideally on B2B/enterprise SaaS or technically complex products

Strong command of both qualitative and quantitative methods, and good judgment about which to use when

Experience researching with enterprise users and buyers, not just consumers

Ability to work independently: you scope your own studies, manage your own pipeline, and drive projects end to end

Excellent synthesis and storytelling skills; your readouts change decisions, not just inform them

Comfort with ambiguity and technical depth; curiosity about AI and how enterprises adopt it

Strong collaboration across Product, Design, Engineering, and go-to-market teams

Why This Role

Unmatched access: direct lines to customers, outbound teams, and FDEs embedded in Fortune 500 deployments

Real influence: research here shapes the roadmap of a category-defining platform, not the margins of it

Frontier domain: agentic AI is being defined right now; you'll uncover what enterprises actually need to trust and adopt it

Netomi is an equal opportunity employer committed to diversity in the workplace. We evaluate qualified applicants without regard to race, color, religion, sex, sexual orientation, disability, veteran status, and other protected characteristics.