Staff UX Researcher
Staff UX Researcher at Parloa (Berlin office) leading hands-on mixed-methods research into how people build, manage, and interact with the company's agentic AI customer-service product, turning insights into product strategy. Also establishes Research Operations and coaches embedded product designers to run high-quality research themselves.
- Compensation
- Not disclosed
- Location
- Berlin Office
- Work setup
- Onsite
- Seniority
- Staff
- Employment
- Not specified
- Experience
- Not specified
- Category
- Design
- Posted
Skills
Must have
- Excellent mixed-method researcher with deep qualitative expertise and strong quantitative research skills
- Experience researching across both complex B2B/expert and consumer/end-user experiences
- Comfortable starting with ambiguous product and customer problems and determining the right research approach
- Track record of research influencing meaningful product decisions, priorities, or strategy; effective collaboration with Product, Design, Engineering, and senior leadership
- Strong synthesis and storytelling skills, able to connect insights across studies and communicate to different audiences
- Experience enabling others to conduct high-quality research through coaching, frameworks, methodological guidance, or research practices
- Experience building or improving Research Operations (recruitment, tooling, governance, knowledge management)
- Comfortable creating clarity and direction in ambiguous, fast-moving environments and influencing without authority
Nice to have
- Experience researching AI-powered products or emerging technologies with evolving user mental models
- Experience with conversational, voice, or multimodal experiences
Full description
About Parloa
Parloa’s mission is to make every customer conversation feel effortless for both customers and the companies serving them. As agentic AI accelerates, Parloans are shaping the foundation of a new era in customer experience, one where customer support is no longer transactions, but meaningful exchanges. It is not just a vision; Parloa has powered over ONE BILLION interactions between global enterprise brands and their customers, with companies like Booking.com, HealthEquity, Allianz, SAP, BarmeniaGothaer, and TUI already deploying Parloa at scale.
About the role:
We are looking for a Staff UX Researcher to join our Design team and shape how research informs the products we build.
You will be a hands-on researcher, leading qualitative and quantitative research into our most important and ambiguous customer and product questions. Working closely with Product, Design, Engineering, AI, and leadership, you will turn what we learn into insights that shape product decisions and strategy.
Alongside your research, you will establish and evolve our Research Operations. Our embedded Product Designers already conduct research within their product teams. You will enable them to do this effectively while building the practices, tools, and systems that strengthen and scale research across Parloa.
You will research both the people who build and manage AI agents and the customers who interact with them. This creates complex questions around how people understand, trust, control, and collaborate with AI, and how expectations and behaviors change as AI becomes increasingly capable.
Areas of ownership:
- Lead hands-on research into our most important and ambiguous customer and product questions, using qualitative and quantitative methods from problem framing and study design through analysis, synthesis, and communication.
- Shape product decisions through research by uncovering needs and opportunities, challenging assumptions, and ensuring customer evidence informs product direction, priorities, and strategy.
- Enable Product Designers to conduct high-quality research independently through coaching, methodological guidance, and lightweight research practices.
- Establish and evolve Research Operations that make research easier, faster, higher quality, and more scalable, including participant recruitment, tooling, governance, research practices, and knowledge management.
- Build organizational knowledge by connecting research across teams and studies, making existing insights accessible, and identifying broader patterns, knowledge gaps, and strategic insights that individual teams may not see.