Senior Product Researcher, Experience Design - On Site

Pitney Bowes is seeking a senior product researcher to own research strategy for its Shipping and Mailing product areas. The role shapes product direction through generative and evaluative research, defines success measures, studies AI-assisted experiences, and builds customer understanding across cross-functional teams.

Responsibilities:

• Set the research agenda for the product area: what the organization needs to learn, when, and why
• Shape epics and product direction with design and product management before requirements are defined
• Anticipate learning needs and guide teams toward questions they haven’t yet asked
• Prioritize competing research requests and make trade‑offs visible
• Build deep knowledge of how customers ship and mail, including carriers, costs, and operational realities
• Own market and audience research, keeping teams current on segment shifts and competitive alternatives
• Account for off‑software factors such as staffing, physical space, cost pressure, and carrier behavior
• Study workflows spanning multiple roles and users with widely varying technical experience
• Lead generative research across the product area, including participatory sessions that frame problems with customers
• Identify jobs, unmet needs, and unsolved problems, connecting each to a defined product opportunity
• Work through ambiguous or contradictory evidence without oversimplifying what the data supports
• Design and run evaluative studies across the product lifecycle at the fidelity required—from foundational work to same‑week answers
• Define success metrics for the product area and hold teams accountable to post‑release results
• Use behavioral, performance, and usage data alongside qualitative findings to ground product direction
• Recommend whether experiences should stand, be reworked, or be retired, and make the case on evidence
• Study how customers understand, trust, and appropriately rely on AI‑ and analytics‑assisted capabilities, including predictive analytics, assisted carrier decisions, and automation
• Evaluate transparency, confidence calibration, error recovery, and perceived outcome quality for recommendation‑driven experiences
• Synthesize findings across studies, products, and time into a coherent point of view rather than isolated reports
• Build and maintain personas and journey maps for complex, multi‑role workflows and keep them current enough that teams use them
• Communicate insight through storytelling that holds up with senior leadership and builds lasting understanding
• Facilitate cross‑functional alignment sessions that surface unasked questions and build shared customer understanding
• Use the products directly to build firsthand knowledge of the customer experience
• Set standards for research methods, tooling, and recruiting across segments and accessibility needs
• Ensure participant data handling aligns with Pitney Bowes privacy and consent requirements
• Own research documentation and repository standards so prior work stays searchable and reusable
• Enable designers to run sound research by maintaining templates, reviewing plans, and coaching on method
• Mentor less‑experienced researchers and raise the quality of practice across the design organization

Requirements:

• Eight or more years of applied UX, product, or design research experience, including leading research in complex product areas with multiple stakeholders
• Bachelor's degree in HCI, psychology, anthropology, sociology, design, human factors, or related field—or equivalent practical experience
• End‑to‑end mixed‑methods expertise across generative and evaluative work, qualitative and quantitative, including survey design and quantitative analysis
• Ability to query and analyze product data independently using SQL or BI tools such as Power BI, and connect it to qualitative findings
• Experience setting a research agenda rather than working from a queue of incoming requests
• Experience coaching designers or product managers to run sound research
• Familiarity with research and analytics tools such as UserTesting, dscout, FullStory, or Pendo
• A portfolio or case studies demonstrating research that shifted product strategy, with evidence of pattern recognition across a body of work
• Must be legally authorized to work in the US
• Employer will not sponsor position for employment visa status now or in the future (ex. H-1B)
• Advanced degree in a related field
• Shipping, mailing, logistics, or supply‑chain domain experience in B2B or enterprise software
• Statistical analysis beyond descriptive measures
• Research on AI‑assisted or recommendation‑driven features, including how customers understand, trust, and rely on them
• Advanced use of AI tools in the research workflow—recruiting, synthesis, analysis—without loss of rigor
• Experience mentoring researchers and establishing research practice, tooling, or repository standards
• Workshop and group facilitation with senior stakeholders