Product Designer Usability & Customer Research

The Company Glassbox's mission is to empower enterprises to shape trusted, frictionless digital experiences. Glassbox is a leading force in shaping digital experiences. It helps organizations uncover digital issues, boost conversion rates, enhance accessibility, prevent fraud, and more. Leveraging AI-driven customer intelligence, Glassbox enables enterprises to deliver secure, proactive, and preventative digital experiences. Its solutions are trusted by highly regulated organizations, including SoFi, Cal, and many others. We are growing and have been recognized by G2 as one of 2024's Top 50 Software Companies in the world. The Opportunity Glassbox is a powerful, complex digital experience analytics platform used across a variety of industries. Customers consistently tell us they struggle to learn it and get its full value. Your job is to change that: customers should find useful insights sooner, use more of the platform, and need less support and training to get there. That shortens time to value, increases adoption, and lowers our cost to serve The role has two focus areas: customer research, and hands-on design for several small engineering pods that ship monthly. Research finds where customers get stuck and tests better ways to guide them. Design improves existing features, shapes new features and products, and puts research findings into practice. We’re looking for a pragmatist: someone who meets the organization where it is, adapts their approach to our culture, and raises the bar through partnership rather than prescription. What You Will Do? Make complexity usable • Map where customers stall: onboarding, setup, and the jump to advanced features. • Design guided workflows, smart defaults, templates, and in-product help that lead users to value without training. • Turn recurring “how do I…” questions from Customer Success and Support into design fixes. Design • Own user flows, information, interaction, and visual design, from sketch to high fidelity. • Redesign core workflows in our new design system, extending its rollout across a mature, 15-year-old product. • Partner with Engineering through build and QA so what ships matches what was tested. Research and testing • Run interviews, contextual inquiry, and journey mapping with analysts, product managers, CX leaders, and engineers with enterprise customers. • Recruit participants through Customer Success and account teams, within customer NDAs and security requirements. • Synthesize findings into insights, personas, and opportunity areas the team can act on. • Test low-fidelity concepts before we build with expert analysts (who need depth) and less analytics-mature teams (who need guidance). Recommend pursue, pivot, or kill. • Test how users judge and act on AI-generated insights, and what evidence builds trust. • Run moderated and unmoderated usability tests; track issues by severity through resolution. Research maturity • With product managers and product and engineering leadership, assess how Glassbox gathers and uses customer insight today, across research, Customer Success, Sales, Support, and in-product feedback. • Build and lead a roadmap to where you think we should be: how feedback is captured, prioritized, acted on, and reported back to customers. • Mentor product managers and designers on research methods and tools so research scales beyond you. • Stand up a lightweight research repository so insights compound. What You Will Need? • 5+ years in product design for enterprise B2B SaaS, with a portfolio showing a complex product you made easier to learn, and evidence it worked. • Strong interaction and visual design skills, plus fluency in Figma and prototyping. • Experience designing data-dense products: dashboards, data visualization, and complex filtering. • Ability to turn input from CX, Sales, Marketing, and Support into shared priorities. • End-to-end experience running interviews, concept tests, and usability tests, and choosing the right method for the question. • Experience designing AI or agent-facing experiences. • A track record of introducing research practices to teams new to them. • Fluency with research tools such as Maze, Dovetail, or Lookback. • Ability to distill dense, complex research into clear findings and present them to executives. • Daily use of AI design tools, such as Claude Design or similar, for prototyping and exploring concepts. Nice to have • Hands-on use of digital experience analytics tools: Glassbox, Quantum Metric, Contentsquare, or FullStory. • Experience in financial services or another regulated industry. • Quantitative skills: survey design, A/B test interpretation, product analytics. Our Commitment At Glassbox, we value curiosity, ownership, and a constant drive to learn and improve, no matter the gender, age, nationality, religion, or background. We believe diverse perspectives make us better, and that potential matters just as much as experience, and encourage people of all shapes and sizes to apply. If this role excites you and you're motivated to make an impact - we'd love to hear from you, even if you don't meet every listed qualification.