Senior User Experience Researcher


Chandler, AZ, US
  • Job Type: Full-Time
  • Function: Web/Graphic Design/Internet
  • Post Date: 05/04/2021
  • Website:
  • Company Address: , Chandler, AZ

About Keap

Keap is on a mission to simplify growth for millions of small businesses. For 15 years, Keap has been helping small businesses get organized so they can deliver great service and close more business. Today the pioneer of CRM and marketing automation software for small business serves more than 200,000 users globally with its Infusionsoft and Keap products. Keap is headquartered in Chandler, Arizona.

Job Description

As a Sr UX Researcher at Keap, you will seek to deeply understand the needs of our customer and the problems to solve. You will be responsible for user research to support stakeholder understanding of customer wants, needs, and requirements. You’ll also be responsible for usability studies, from request to report out, to help ensure that our services and software are designed according to best usability practices, are highly intuitive, enjoyable to use, value-packed, and meet customer needs. You will continuously champion small business and represent the customer in all phases of development, including research, design, launch and ongoing customer use. The responsibilities in this role are varied and complex and require full competence in usability analysis/user research along with the ability to exercise independent judgment.

Finally, you embrace feedback, have a desire to learn from others and constantly look for ways to improve and grow.

Product Design at Keap

The Product Design and Experience (PDX) team at Keap is responsible for leveraging product design, content design and UX research to solve important problems that will help our customers grow their businesses. We use workshops, design sprints, research and design expertise as tools to help us achieve our objectives and deliver the right solutions. 


  • Making recommendations for user research and usability testing based on project status and stakeholder needs
  • Developing, recruiting for, running, analyzing, and reporting on user research and usability studies to help product teams and other teams make user-centered decisions
    • Determining testing methodology and participant requirements based on objectives
    • Recruiting optimal participants
    • Developing test instruments as needed
    • Conducting studies; virtually or in-person, moderated or unmoderated, desktop or mobile
    • Analyzing and present findings
    • Documenting and delivering findings and best-practice recommendations to stakeholders and executives
    • Creating personas
    • Contributing in design concepts by being an advocate for the customer’s needs
    • Experience with quantitative and qualitative analysis
  • Offering research support as needed to product and design teams
  • Being proactive with regular professional development to stay up-to-date with best practices


  • 3+ years of experience conducting and leading UX research in a web/software-based organization
  • A Master’s degree in Human Factors, Cognitive Psychology, Human Computer Interaction or Applied Psychology, OR a Bachelor’s degree and at least 3 years of related work experience
  • Proficiency with usability testing tools (Zoom, various tools for card sorting, navigation studies, surveys, and unmoderated studies such as
  • Proficiency with Microsoft Office (Word, Excel, PowerPoint) or Google Suite (Docs, Sheets, Forms, Presentations)
  • Exceptional communication skills (written, verbal, groups, etc.)
  • Ability to develop and maintain excellent cross-functional relationships
  • High level of initiative and ability to work independently
  • A positive attitude and top work ethic
  • Demonstrated ability to juggle and prioritize multiple complex projects from planning through reporting results while adhering to strict timelines
  • An undying passion for helping small business succeed and for delivering exceptional customer experiences

Better if…

  • You have an inherent excitement when creating “order out of chaos”
  • Demonstrated ability to communicate with executives and other product leaders
  • You have a passion for helping small businesses succeed
  • You have a true understanding of what “fast-paced” really means and you embrace it
  • You have a knack for using storytelling to invoke confidence in stakeholders and motivate teams
  • You’re experienced working in a SaaS environment on a product team

About Keap

As we continue to grow and scale as a business, this person will have the opportunity to grow their leadership capabilities, grow their team and hone their craft as a product leader and UX research expert. The path is yours to design.

At Keap, we celebrate diversity and inclusion for the benefit of our employees, our products, our community, and to help small businesses succeed. We do not discriminate based on race, color, ethnicity, ancestry, national origin, religion, sex, gender, gender identity, gender expression, sexual orientation, age, disability, veteran status, marital status or any legally protected status.

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Disclaimer: Local Candidates Only
This company does NOT accept candidates from outside recruiting firms. Agency contacts are not welcome.