Product Researcher, Experience Design

Pitney Bowes • Shelton, MA

4d • Hybrid

About The Position

Pitney Bowes is hiring a Product Researcher to practice mixed-methods research and keep product and design teams grounded in customer reality. The role uncovers customer jobs, unmet product needs, and behavioral evidence of how experiences perform in the field, then translates insights into product direction. The researcher partners daily with product management, engineering, data, and go-to-market teams across PLG and SLG shipping and mailing software. The position reports to the Head of Design, Experience Design and is part of an Experience Design organization of 20 designers.

The researcher conducts discovery through interviews, field visits, surveys, and contextual observation in environments such as warehouses, mailrooms, back offices, and mobile settings. They contribute to market and audience research, identify product opportunities, and evaluate experiences through concept tests, usability tests, benchmarking, experience metrics, and analysis of product data alongside qualitative evidence. They communicate evidence-based findings and recommendations, maintain personas and journey maps, and use Pitney Bowes products directly to understand customer experiences.

The role also includes independently managing research operations, including recruiting, scheduling, consent, incentives, and repository upkeep. The researcher recruits inclusively and handles participant data in line with PB privacy requirements, while supporting designers who conduct their own studies with templates, guidance, and study-plan reviews.

This is a hybrid role requiring four days per week in the Shelton, Connecticut office. Travel is less than 20%, primarily for customer field visits. Relocation assistance is not offered. Applicants must be legally authorized to work in the United States; the employer will not sponsor employment visas now or in the future.

Requirements

• 3–5 years of applied UX, product, or design research experience.
• Bachelor’s degree in a related field or equivalent practical experience.
• Fluency across qualitative and quantitative methods, including interviews, field research, surveys, usability testing, and concept testing, with sound judgment about method selection.
• Working knowledge of survey design and basic quantitative analysis.
• Strong moderation skills that surface actual customer behavior.
• Experience with moderated and unmoderated remote research.
• Familiarity with research and analytics tools such as UserTesting, dscout, Power BI, FullStory, or Pendo.
• Legally authorized to work in the United States; employment visa sponsorship is not available.
• Ability to work four days per week in the Shelton, Connecticut office.

Nice To Haves

• Advanced degree in a related field.
• Experience in shipping, mailing, logistics, retail, or e-commerce.
• B2B or enterprise software experience.
• Research experience with products used by people across a wide range of technical experience, including accessibility-focused studies.
• Experience organizing research documentation into a searchable repository.
• Experience coaching designers or product managers to conduct sound research.
• Research experience with AI-assisted or recommendation-driven features.
• Use of AI tools in research workflows such as recruiting, synthesis, and analysis without loss of rigor.

Responsibilities

• Conduct interviews, field visits, and surveys to identify customer jobs and unmet product needs.
• Observe customers in context across warehouses, mailrooms, back offices, and mobile environments, documenting workflows and behaviors.
• Contribute to market and audience research to understand segment differences and how products compare with alternatives.
• Translate research findings into insights that define product opportunities.
• Design and run concept tests, usability tests, and benchmarking studies, choosing methods based on the decision and timeline.
• Identify and track experience metrics that indicate whether a product is working as intended.
• Analyze product data alongside qualitative evidence to size problems, direct further research, and confirm impact after release.
• Report when experiences underperform and outline options for the team.
• Present findings with clear evidence behind conclusions and recommendations.
• Build and maintain personas and journey maps for day-to-day product decisions.
• Communicate insights through effective storytelling across audiences.
• Use Pitney Bowes products directly to develop firsthand understanding of customer experience.
• Manage recruiting, scheduling, consent, incentives, and research repository upkeep for studies.
• Recruit inclusively across customer segments, accessibility needs, and levels of technical experience, and handle participant data in accordance with PB privacy requirements.
• Support designers conducting their own studies by sharing templates and guidance and reviewing study plans and questions.

Benefits

• Opportunity to grow and develop your career.
• Inclusive environment that encourages diverse perspectives and ideas.
• Challenging and unique opportunities to contribute to a transforming organization.
• Comprehensive benefits and wellbeing programs.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level