Staff UX Researcher

Description

About Parloa

Parloa’s mission is to make every customer conversation feel effortless for both customers and the companies serving them. As agentic AI accelerates, Parloans are shaping the foundation of a new era in customer experience, one where customer support is no longer transactions, but meaningful exchanges. It is not just a vision; Parloa has powered over ONE BILLION interactions between global enterprise brands and their customers, with companies like Booking.com, HealthEquity, Allianz, SAP, BarmeniaGothaer, and TUI already deploying Parloa at scale.

About the role:

We are looking for a Staff UX Researcher to join our Design team and shape how research informs the products we build.

You will be a hands-on researcher, leading qualitative and quantitative research into our most important and ambiguous customer and product questions. Working closely with Product, Design, Engineering, AI, and leadership, you will turn what we learn into insights that shape product decisions and strategy.

Alongside your research, you will establish and evolve our Research Operations. Our embedded Product Designers already conduct research within their product teams. You will enable them to do this effectively while building the practices, tools, and systems that strengthen and scale research across Parloa.

You will research both the people who build and manage AI agents and the customers who interact with them. This creates complex questions around how people understand, trust, control, and collaborate with AI, and how expectations and behaviors change as AI becomes increasingly capable.

Areas of ownership:

Lead hands-on research into our most important and ambiguous customer and product questions, using qualitative and quantitative methods from problem framing and study design through analysis, synthesis, and communication.

Shape product decisions through research by uncovering needs and opportunities, challenging assumptions, and ensuring customer evidence informs product direction, priorities, and strategy.

Enable Product Designers to conduct high-quality research independently through coaching, methodological guidance, and lightweight research practices.

Establish and evolve Research Operations that make research easier, faster, higher quality, and more scalable, including participant recruitment, tooling, governance, research practices, and knowledge management.

Build organizational knowledge by connecting research across teams and studies, making existing insights accessible, and identifying broader patterns, knowledge gaps, and strategic insights that individual teams may not see.

Requirements

• You are an excellent mixed-method researcher , with deep qualitative expertise and strong quantitative research skills. You know how to combine methods and sources of evidence to answer complex questions.
• You have experience researching across both complex B2B/expert and consumer/end-user experiences , and can adapt your approach to different users, contexts, and levels of expertise.
• You are comfortable starting with ambiguous product and customer problems , identifying what needs to be understood, and determining the right research approach rather than waiting for a predefined research brief.
• You have a track record of research influencing meaningful product decisions, priorities, or strategy , and can work effectively with Product, Design, Engineering, and senior leadership.
• You are strong at synthesis and storytelling , able to make sense of complex or contradictory evidence, connect insights across studies, and communicate what matters clearly to different audiences.
• You have experience enabling others to conduct high-quality research through coaching, frameworks, methodological guidance, or research practices.
• You have experience building or improving Research Operations and can create systems and practices that increase research quality and speed without introducing unnecessary process.
• You are comfortable creating clarity and direction in ambiguous, fast-moving environments, and influencing across teams and disciplines without relying on authority.
• Experience researching AI-powered products or emerging technologies where user mental models, expectations, and behaviors are still evolving.
• Experience with conversational, voice, or multimodal experiences .
• Our Recruiting Process:
• Recruiter Interview → Hiring Manager Interview → Live Research Working Session → Cross-Functional Collaboration Interview → Bar Raiser Interview
• Why Parloa?
• We’re at the beginning of a new era in customer experience, one where AI doesn’t just respond, but understands, reasons, and takes action. We’re building agentic AI that enterprises trust with their most important customer moments: complex questions, high volumes, real stakes. When millions of people reach out to a brand, those interactions aren’t just support tickets; they’re defining experiences. We’re here to raise the standard: making every conversation seamless, intelligent, and genuinely helpful. If you care about shaping how businesses and customers connect at scale- and want your work to matter in real, everyday moments - this is where you do it.
• At Parloa, ownership isn’t a buzzword; it means being accountable for outcomes, not just tasks. We operate in a category that’s evolving fast, where the bar is high, and the problems are complex. We hire people who think in solutions, communicate with clarity, and follow through. People who are comfortable making decisions, taking responsibility, and raising the standard for themselves and those around them.
• We’ve grown beyond the earliest startup phase, but we’ve kept the intensity: fast execution, direct feedback, and a strong expectation to contribute meaningfully from day one.
• Backed by leading global investors like General Catalyst, EQT Ventures, and Altimeter Capital, we’re scaling with a clear ambition: to become the global category leader in enterprise-grade conversational AI.
• Parloa is committed to upholding the highest data protection standards for our clients' and employees' data. All our employees are instrumental in ensuring the utmost care, GDPR, and ISO compliance, including ISO 27001, in handling sensitive information.