Senior User Researcher

We're looking for a Senior User Researcher to help us deliver impactful research to drive user experiences that truly empower our customers on social. You'll be working on some of our most challenging and high-impact UX problems, developing and executing research initiatives to support product vision and strategy. While working in a hybrid work arrangement, a blend of virtual (in accordance with Hootsuite's distributed workforce strategy), and in Hootsuite's Toronto or Vancouver office or remote within Canada, you will report to Manager, Campaign Strategy.

WHAT YOU'LL DO:

• Develop and maintain a broad understanding of the product, business objectives, customers, and competition. Extend a deep understanding of Hootsuite users, and strategic topics that align with business needs - by conducting and supporting research initiatives.
• Build a close, collaborative, and influential relationship with relevant stakeholders throughout the entire research process: defining research plans and objectives, conducting studies, and providing research insights to support user-centric decision making.
• Lead large scale research studies with minimal supervision, developing research plans, conducting appropriate methods of research, synthesising data into meaningful insights, and delivering impactful results that drive change.
• Continually inject knowledge and expertise in areas of study at various stages of product development and other areas of the business.
• Actively mentor other team members and better your peers through shared thought leadership and driving effective processes.

WHAT YOU'LL NEED:

• Significant experience as an influential User Researcher, delivering insightful research to complex problems.
• A strong portfolio comprised of projects which demonstrate impactful research insights with clear actionable outcomes to complex problems.
• Ability to independently plan research for complex problems, conduct appropriate research methods (e.g. contextual inquiry, user interviews, participatory design, surveys, concept & usability testing, A/B testing, usage data analysis), summarize outcomes, and drive results.
• Ability to identify opportunities for research and scope studies appropriately, honing key objectives and selecting appropriate methods to address objectives. Consistently relied upon for expertise in Hootsuite customers and tasks to inform strategic decisions.
• Experience working within an Enterprise and B2B SaaS product environment.
• Experience working with designers, product managers, developers, and other researchers to execute on research studies. Experience working with product leadership to plan and prioritise research opportunities in a fast-paced, rapidly changing environment.
• Ability to develop a strong understanding of the business, vision, and strategy, and identify areas where research can aid in defining, clarifying, and aligning the organisation on this.
• Experience advocating research findings within the product and development department, through written reports and verbal presentations, aligning research plans to product objectives, and informing product planning through research outcomes.
• Ability to provide technical oversight and mentorship to researchers to improve outcomes for the team.
• Experience optimizing existing processes. Ability to identify opportunities for process and operational improvements and advocate for change.
• Decision Making: consistently chooses the best course of action (from a number of alternatives) to address business problems and/or opportunities
• Priority Setting: focuses time/energy on the most important issues/opportunities. Clearly understand how to assess importance of tasks and decisions
• Influence: Asserts own ideas and persuades others, gaining support and commitment and mobilizing people to take action
• Negotiation: successfully obtains commitment to a solution or idea, while maintaining integrity and relationships

WHO YOU ARE:

• Tenacious. You are determined to succeed, and you are motivated by the success of customers, colleagues and the community.
• Curious. You are always learning and seeking ways to make things better.
• Conscientious. You keep your promises, taking your commitments to others seriously, and you have strong integrity.
• Humble. You lead with humility and empathy, respecting and learning from the perspectives of others.

In all we do, our six guiding principles light the way:

Step Up: Show the world what it looks like to live and work by these guiding principles. #StepUp

One Team: Make Hootsuite a place where everyone feels safe, welcome, valued, and empowered to do their best work without compromising who they are. #OneTeam #FreeToBeMe

Customer Obsessed: Focus relentlessly on helping our customers succeed. #CustomerObsessed

Go Fast, Be Agile: Widen our competitive advantage by committing to speed and simplicity over perfection and complexity. #GoFastBeAgile

Play to Win: Commit to building an incredible, profitable company for our customers, our employees, and our stakeholders. #PlayToWin #NoExcuses

Neighbours & Allies: Give back to our communities and be an ally. #SocialForGood #Allies

Accommodations will be provided as requested by candidates taking part in all aspects of the selection process.