Smith Micro Software, Inc.

User Researcher

• Own and lead end-to-end UX research across multiple products, customers, and stages of the product lifecycle
• Conduct generative and evaluative research, including user interviews, concept testing, usability testing, surveys, competitive analysis, and behavioral analysis
• Conduct discovery research for new products, user segments, use cases, and market opportunities
• Perform usability testing for new features, product improvements, and early concepts
• Conduct competitive analysis to identify opportunities and inform product prioritization and design decisions
• Partner with Product Managers, Product leadership, Designers, Copywriters, Sales, and other stakeholders to identify research questions and priorities
• Proactively identify and prioritize research opportunities based on user feedback, business priorities, customer/carrier needs, product data, market signals, and recurring customer pain points
• Synthesize research findings into narratives, insights, and recommendations that guide product and experience decisions
• Maintain research documentation and repositories
• Own the end-to-end Voice of the Customer program, including feedback collection, data management, analysis, reporting, and stakeholder action
• Manage customer feedback programs integrating surveys, app reviews, NPS, in-app feedback, cancellation feedback, UX research, and other customer channels
• Monitor, manage, and optimize app ratings and NPS, including Love Dialog targeting, triggers, timing, and audience criteria
• Partner with stakeholders to turn VoC insights into action and inform product and roadmap priorities
• Communicate customer insights and recommendations to product teams, leadership, and carrier/customer partners
• Improve feedback mechanisms, surveys, and measurement approaches
• Use UX research and VoC insights to identify opportunities for proactive communication and education
• Develop and manage targeted in-app communications and educational campaigns using Firebase and Apptentive/Alchemer
• Create feature announcements, “Did You Know?” education, and targeted user communications
• Partner with cross-functional teams to define messaging, audience, targeting, timing, and delivery approach
• Monitor campaign performance and improve communications
• Maintain and evolve self-service educational resources, including Tips & Tricks and Digital Wellness content

Senior User Experience Researcher