Insights Partner
WFA Digital Insight
In today's remote job market, demand for customer insights specialists has surged, with over 60% of companies seeking to improve their customer experience strategies. UserTesting is at the forefront of this shift, helping organizations craft exceptional customer experiences through human insight. With its strong network of participants and AI-powered analysis, UserTesting delivers measurable business outcomes. As an Insights Partner, you'll play a critical role in driving customer success and adoption. Candidates should be prepared to showcase their expertise in UX research, customer insights, and stakeholder management, as well as their ability to work in a fast-paced, evolving environment.
Job Description
About the Role
The Insights Partner role at UserTesting is a critical position that requires a deep understanding of customer needs and the ability to drive adoption and success. As an Insights Partner, you will serve as the primary post-sale value partner for a portfolio of customers, working closely with Account Executives to help customers achieve their goals. You will be responsible for driving platform adoption, repeat usage, and broader organizational engagement, as well as advising customers on research and insights best practices.The role requires a strong ability to translate research best practices into practical guidance for non-research audiences, as well as excellent facilitation, communication, storytelling, and stakeholder management skills. You will be working in a fast-paced, evolving environment with multiple priorities, so strong organizational skills and experience managing a portfolio of customer relationships are essential.
UserTesting is a leader in human insight, helping organizations craft exceptional customer experiences through fast, actionable feedback. The company has a strong participant network, AI-powered analysis, expert services, and seamless integrations, making it an exciting place to work for those passionate about customer insights and UX research.
What You Will Do
- Serve as the primary post-sale value partner for a portfolio of customer accounts
- Help customers define success with UserTesting and develop adoption plans aligned to their business goals
- Drive platform adoption, repeat usage, workflow integration, and broader organizational engagement
- Advise customers on research and insights best practices, methodology selection, and workflow integration
- Translate research concepts into practical guidance for stakeholders with varying levels of research experience
- Partner closely with Account Executives on account planning, renewals, value reviews, and expansion opportunities
- Identify customer risks related to adoption, engagement, or value realization and proactively recommend solutions
- Connect customers to the appropriate internal resources, including Support, Product, Finance, Enablement, and Professional Services teams
- Maintain customer engagement insights and documentation using tools such as Planhat, Gong, and Salesforce
What We Are Looking For
- 3+ years of experience in UX research, UX design, customer insights, product insights, research operations, human-centered design, or a related field
- Hands-on experience conducting or supporting research using qualitative and quantitative methods
- Experience working within product, design, research, insights, or customer experience organizations
- Strong ability to translate research best practices into practical guidance for non-research audiences
- Excellent facilitation, communication, storytelling, and stakeholder management skills
- Ability to influence cross-functional stakeholders without direct authority
- Strong customer orientation with the ability to build trust and credibility quickly
Nice to Have
- Experience with Salesforce and Excel
- Knowledge of the broader insights ecosystem and emerging trends in customer insights and UX research
- Experience working in a fast-paced, evolving environment with multiple priorities
Benefits and Perks
- Competitive salary and benefits package
- Opportunity to work with a leader in human insight and customer experience
- Collaborative and dynamic work environment
- Professional development opportunities
- Flexible work arrangements and remote work options
- Access to cutting-edge tools and technologies
- Recognition and reward for outstanding performance
How to Stand Out
- Develop a strong understanding of UX research, customer insights, and stakeholder management to stand out as a candidate
- Showcase your ability to work in a fast-paced, evolving environment with multiple priorities
- Highlight your experience with Salesforce and Excel, as well as your knowledge of the broader insights ecosystem
- Be prepared to provide examples of how you have driven customer success and adoption in previous roles
- Demonstrate your ability to influence cross-functional stakeholders without direct authority
- Show a strong customer orientation and ability to build trust and credibility quickly
- Consider showcasing a portfolio of your work, including case studies and examples of your research and insights
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