{"id":1016516,"url":"https://alion.io/job/smith-micro-senior-user-experience-ux-researcher","title":"Senior User Experience (UX) Researcher","company":{"id":692255,"name":"Smith Micro","domain":"smithmicro.com","url":"https://alion.io/company/smithmicro","size_band":"201-500","is_staffing_agency":false,"employer_type":"direct","is_intermediary":false,"listed_via":null,"ats_vendor":"Lever","truth_index":null},"role":"Design","role_family":"Design","seniority":"senior","employment_type":"full_time","work_mode":"hybrid","remote_scope":null,"remote_scope_basis":null,"remote_working_hours":null,"hiring_geo_confidence":"structured","locations":["Pittsburgh, United States"],"countries":["US"],"hiring_countries":[],"hiring_countries_total":0,"salary":{"min":115000,"max":140000,"currency":"USD","period":"year","gross":null,"usd_annual":140000},"salary_estimate":null,"experience_years_min":5,"visa_sponsorship":false,"relocation_package":false,"has_equity":false,"technologies":[{"name":"Agile","optional":false},{"name":"FigJam","optional":false},{"name":"Figma","optional":false},{"name":"Firebase","optional":false},{"name":"Microsoft Excel","optional":false},{"name":"UserTesting","optional":false}],"status":"closed","first_seen_at":"2026-09-17T19:24:46Z","employer_posted_date":"2026-09-17","last_verified_at":"2026-10-14T16:07:10Z","board_verified":false,"closed_at":"2026-10-14T16:07:10Z","days_open":26,"trust":{"level":"not_scored","repost_count":null,"flags":[],"days_open":26},"description":"Smith Micro Software is seeking an experienced Senior User Experience Researcher & Customer Insights Lead to drive high-impact research and customer insights program that shape product direction, inform roadmaps, and improve the customer experience across multiple products and customer solutions.\nIn this role, you will serve as an advocate for our users, leading UX Research, Voice of the Customer (VoC), and User Education efforts across the product lifecycle from early discovery and concept validation through usability testing, launch, and continuous customer feedback. You will bring together insights from UX research, surveys, app reviews, NPS, product analytics, and other customer signals to build a holistic understanding of the customer experience and translate those insights into clear, actionable recommendations.\nYou will operate with a high degree of autonomy, proactively identifying research and customer experience opportunities and partnering closely with Product, Design, Engineering, Marketing, leadership, and carrier/customer partners to ensure user needs are embedded in how products and experiences are defined, prioritized, and improved, while balancing end-user needs, customer requirements, and business priorities in a B2B2C environment.\nResponsibilities:\n1. UX Research\nOwn and lead end-to-end UX researchacross multiple products, customers, and stages of the product lifecycle, including research planning, participant recruitment, moderation, analysis, synthesis, presentation, and recommendations. \nConduct generative and evaluative research using methods such as user interviews, concept testing, usability testing, surveys, competitive analysis, behavioral analysis, and other qualitative and quantitative methods as appropriate, including but not limited to: \nDiscovery research for new products, user segments, use cases, and market opportunities, helping teams understand unmet user needs and evaluate opportunities before significant product investment. \nUsability testing for new features, product improvements, and early concepts, translating findings into actionable product recommendations. \nCompetitive analysis of direct and indirect competitors to identify opportunities and inform product prioritization and design decisions. \nPartner closely with Product Managers, Product leadership, Designers, Copywriters, Sales and other stakeholders to identify research questions and priorities, bring user insights into the product development process, review concepts, workflows, information architecture, prototypes, and UX copy, and provide recommendations based on user needs. Identify knowledge gaps and initiate additional research when existing evidence is insufficient to support product or design decisions. \nProactively identify and prioritize research opportunitiesbased on user feedback, business priorities, customer/carrier needs, product data, market signals, and recurring customer pain points. Balance research priorities based on potential business and customer impact. \nSynthesize research findings into compelling narratives, insights, and recommendationsthat clearly communicate what users need, why it matters, and what the team or company should do next. \nApply deep research rigor, strategic thinking, and business context to guide experience and product decisions. \nMaintain research documentation and repositoriesso findings, reports, and historical research can be easily accessed and reused across the organization. \n2. Voice of the Customer (VoC) & Customer Insights\nOwn the end-to-end Voice of the Customer program across supported products from launching feedback mechanisms and gathering customer feedback through data management, analysis, reporting, and stakeholder action. \nManage ongoing and ad-hoc customer feedback programs, integrating signals from surveys, app reviews, NPS, in-app feedback, cancellation feedback, UX research, and other customer channels into a unified view of the customer experience. \nMonitor, manage, and optimize app ratings and NPS, including optimizing Love Dialog targeting, triggers, timing, and audience criteria to improve rating and feedback mechanisms. Track customer sentiment and surface key pain points, emerging trends, and product gaps. \nPartner with Product Managers and relevant stakeholders to turn VoC insights into action, prioritizing customer pain points, advocating for customer needs, and providing recommendations that inform product and roadmap priorities, deeper research, and user education. \nCommunicate customer insights and recommendations across a range of audiences, from cross-functional product teams to leadership and carrier/customer partners, with clarity and a strong point of view on where and how the organization should act. \nContinuously improve feedback mechanisms, surveys, and measurement approaches to ensure the organization is collecting useful and actionable customer insights. \n3. User Education & Communication\nUse UX research and VoC insights to identify opportunities where proactive communication and education can improve the customer experience, reduce confusion, and increase awareness of product capabilities. \nDevelop and manage targeted in-app communications and educational campaigns using Firebase and Apptentive/Alchemer, including: \nFeature announcements to introduce new features and capabilities. \n“Did You Know?” education to address common questions, recurring confusion, and underutilized features. \nIndividual communications to respond to specific user feedback or provide targeted guidance. \nPartner with cross-functional teams to develop messaging and define the appropriate audience, targeting, timing, and delivery approach. \nMonitor campaign performance, sharing insights and recommendations with relevant stakeholders to continuously improve communications. \nMaintain and evolve self-service educational resources, including Tips & Tricks and Digital Wellness content, to provide users with ongoing product guidance. \nQualifications:\n5+ 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. \nBachelor’s or master’s degree in human-Computer Interaction, Psychology, Cognitive Science, Anthropology, Behavioral Science, Design, Statistics, Economics, or a related field. \nDemonstrated experience leading end-to-end UX research, including research planning, participant recruitment, moderation, analysis, synthesis, and translating findings into actionable recommendations. \nExperience managing Voice of the Customer (VoC) programs, including surveys, NPS, app reviews, and other qualitative and quantitative customer feedback. \nStrong ability to synthesize research and user data into insights that directly inform product direction and business decision making. \nDemonstrated ownership mentality, with a track record of proactively identifying problems, driving solutions, and effectively prioritizing when capacity is limited. \nAbility to balance tactical execution with strategic objectives while managing multiple products, customer accounts, research initiatives, and recurring responsibilities. \nComfortable working in an ambiguous and fast-changing environment, challenging assumptions when evidence points in another direction. \nDemonstrated ability to influence without authority in cross functional, Agile environments. \nExperience 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. \nExperience with tools such as Figma/FigJam, UserTesting, Apptentive/Alchemer, Firebase Messaging, Microsoft Excel, Microsoft PowerPoint, and product analytics platforms is preferred. \nProficient in English (written and verbal).","description_format":"text","description_chars":7890,"description_truncated":false,"requirements":{"experience_years_min":5,"management_years_min":null,"team_size_min":null,"manages_managers":false,"education":{"level":"bachelor","optional":false},"security_clearance":false,"languages":[{"language":"English","level":"Advanced (C1)","optional":false}]},"benefits":[],"hiring_locations":[{"name":"United States","iso":"US","kind":"country"}],"hiring_excludes":[],"relocation_offered":false,"industries":["Mobile Networks","Custom Software Development"],"lifecycle":[{"event":"open","at":"2026-09-17T23:40:08Z"},{"event":"close","at":"2026-10-14T16:07:10Z"}],"visa":[],"liveness":null,"pay":{"stated_usd_annual":140000,"is_top_pay":false},"html_url":"https://alion.io/job/smith-micro-senior-user-experience-ux-researcher","json_url":"https://alion.io/job/smith-micro-senior-user-experience-ux-researcher.json","meta":{"generated_at":"2026-10-19T05:06:20Z","cache_seconds":300,"methodology":"https://alion.io/methodology","terms":"https://alion.io/terms","contact":"https://alion.io/contact","api":"https://alion.io/developers","about":"Alion is a live layer of people, companies and AI agents: who they are, whether they are real and active right now, what they do and how to work with them, readable by people and by agents and paid per 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