Senior User Experience Researcher

Smith Micro Software, Inc.

. Own and lead end-to-end UX research across multiple products, customers, and stages of the product lifecycle .

Posted 9/17/2026full-timePittsburgh • Pennsylvania • United StatesSenior💰 $115,000 - $140,000 per yearWebsite

Core Competencies

Role fit

Core Competencies

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Demonstrates expertise in leading end-to-end UX research and managing Voice of the Customer programs, synthesizing insights to inform product strategy and design. Proficient in collaborating with cross-functional teams to translate research findings into actionable recommendations and effective communication strategies.

Highest-signal resume keywords

End-To-End UX ResearchVoice of the Customer (VoC) ManagementResearch Synthesis and InsightsFigma/FigJam ExperienceAgile Environment Collaboration

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills

UX ResearchHuman-Centered DesignUsability TestingCompetitive AnalysisData AnalysisResearch PlanningParticipant RecruitmentSurvey DesignBehavioral AnalysisStatistical Analysis

Soft Skills

Influencing Without AuthorityProblem SolvingStrategic ThinkingCommunication SkillsOwnership Mentality

Tools & Technologies

UserTestingApptentive/AlchemerFirebase MessagingMicrosoft ExcelMicrosoft PowerPointProduct Analytics Platforms

Industry Keywords

Customer InsightsCognitive ScienceBehavioral ScienceDesignMarket Opportunities

Tech Stack

Tools & technologies

Firebase

About the role

Key responsibilities & impact

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

Requirements

What you’ll need

5+ years of experience in UX Research, Customer Insights, Human-Centered Design, or a related field, with demonstrated experience influencing product strategy and design through research
Bachelor’s or master’s degree in Human-Computer Interaction, Psychology, Cognitive Science, Anthropology, Behavioral Science, Design, Statistics, Economics, or a related field
Demonstrated experience leading end-to-end UX research, including research planning, participant recruitment, moderation, analysis, synthesis, and translating findings into actionable recommendations
Experience managing Voice of the Customer (VoC) programs, including surveys, NPS, app reviews, and other qualitative and quantitative customer feedback
Strong ability to synthesize research and user data into insights that directly inform product direction and business decision making
Demonstrated ownership mentality, with a track record of proactively identifying problems, driving solutions, and effectively prioritizing when capacity is limited
Ability to balance tactical execution with strategic objectives while managing multiple products, customer accounts, research initiatives, and recurring responsibilities
Comfortable working in an ambiguous and fast-changing environment, challenging assumptions when evidence points in another direction
Demonstrated ability to influence without authority in cross-functional, Agile environments
Experience presenting research and customer insights to cross-functional teams, senior leadership, and external customers/partners, with the ability to translate complex findings into compelling narratives and drive action
Experience with Figma/FigJam, UserTesting, Apptentive/Alchemer, Firebase Messaging, Microsoft Excel, Microsoft PowerPoint, and product analytics platforms is preferred
Proficient in English (written and verbal)