Senior User Experience Researcher

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Milestone PLM Solutions Private Limited

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51 - 200 employees

Milestone PLM Solutions provides Engineering Design in many industries like Transportation, Machine & Robotics, Off-Highway Equipment, Heavy Engineering, Industrial Equipment, and Automotive Industry. Entrusting us with your engineering and manufacturing support activities also empowers you to concentrate on your core competencies, dedicate more time to service your customers and consequently increase your productivity and profitability.

📋 Description

• Turn research into clear guidance leaders can use to make decisions. • Build continuous discovery habits that help teams move faster, with fewer assumptions and less rework. • Build simple, scalable ways for teams to access and use insights, even when a researcher isn’t in the room. • Help establish a culture of mapping, using journeys to drive conversations, surface opportunities, and align teams. • Augment research practices with AI in balanced, responsible ways, while keeping human judgment and empathy at the forefront. • Partner closely with product, design, engineering, and business teams to learn with customers through prototyping, limited releases, and real-world testing. • Mentor other UX Researchers by helping them see where they are, where they can grow next, and by acting as a thoughtful sounding board when they’re stuck or unsure. • Translate signals from CRM and support platforms (e.g. Salesforce, Zendesk) into research questions and journey opportunities, connecting operational data with qualitative human understanding. • Collaborate with Customer success, Technical Support, and Sales enablement teams to surface insights that improve post-sale experiences. • Design and facilitate workshops and service blueprinting sessions that span organizational boundaries. Bringing together internal teams, partners, and customers to map and improve complex service experiences.

🎯 Requirements

• Well‑established background in UX Research, Service Design, or Experience Strategy with a strong record of practical impact. • Strong expertise in qualitative and mixed-method research, insight synthesis, and journey mapping. • Demonstrated ability to connect customer insights to product and business decisions. • Experience building or operating continuous discovery and experimentation practices. • Proven track record of influencing stakeholders through storytelling, evidence, and clear recommendations. • Experience mentoring or coaching researchers or adjacent roles. • Fluency in English, both written and verbal. • Ability to work independently, navigate ambiguity, and adapt in a changing environment. • Willingness to collaborate across time zones and adjust working hours as needed. • Comfort working with operational data sources such as CRM platforms, support ticket systems, or customer health dashboards to triangulate qualitative findings (not as an analyst, but as a researcher who can orient independently). • Experience conducting or supporting service design work. Including service blueprinting, touchpoint mapping across digital and non-digital channels, and cross-functional facilitation.

🏖️ Benefits

• medical/dental benefits • FSA or HSA • 401k with 6% Safe Harbor employer match • paid parental leave • generous PTO (20 days' vacation, 10 days paid sick time, and 12 company holidays) • fully paid Short Term disability policy • fully paid Long Term disability policy • Life Insurance