Senior Product Researcher, Experience Design - On Site

Pitney Bowes • Shelton, CT

9d • Hybrid

About The Position

We are hiring at Pitney Bowes, where top talent builds meaningful careers and lasting impact. We Move fast, Deliver excellence, and Win together…that’s The Pitney Bowes way. Here, how we work matters just as much as what we achieve. We’re looking for people who: Act with urgency, accountability, and purpose. Deliver high quality work with consistency and pride. Collaborate effectively and elevate those around them. Focus on outcomes that drive impact and growth. You are a senior product researcher who owns the research strategy for the Shipping and Mailing product areas. You operate with high autonomy, shaping product direction before requirements are set and redirecting strategy based on evidence rather than validating decisions already made. You maintain deep domain expertise in how businesses ship and mail, hold a long‑view understanding of customer behavior across studies and time, and partner daily with design, product management, engineering, data, and go‑to‑market. You join an Experience Design organization of 20 designers and report to the Head of Design, Experience Design.

Requirements

• Eight or more years of applied UX, product, or design research experience, including leading research in complex product areas with multiple stakeholders.
• Bachelor’s degree in HCI, psychology, anthropology, sociology, design, human factors, or related field—or equivalent practical experience.
• End‑to‑end mixed‑methods expertise across generative and evaluative work, qualitative and quantitative, including survey design and quantitative analysis.
• Ability to query and analyze product data independently using SQL or BI tools such as Power BI, and connect it to qualitative findings.
• Experience setting a research agenda rather than working from a queue of incoming requests.
• Experience coaching designers or product managers to run sound research.
• Familiarity with research and analytics tools such as UserTesting, dscout, FullStory, or Pendo.
• A portfolio or case studies demonstrating research that shifted product strategy, with evidence of pattern recognition across a body of work.
• Must be legally authorized to work in the US. Employer will not sponsor position for employment visa status now or in the future (ex. H-1B).

Nice To Haves

• Advanced degree in a related field.
• Shipping, mailing, logistics, or supply‑chain domain experience in B2B or enterprise software.
• Statistical analysis beyond descriptive measures.
• Research on AI‑assisted or recommendation‑driven features, including how customers understand, trust, and rely on them.
• Advanced use of AI tools in the research workflow—recruiting, synthesis, analysis—without loss of rigor.
• Experience mentoring researchers and establishing research practice, tooling, or repository standards.
• Workshop and group facilitation with senior stakeholders.

Responsibilities

• Set the research agenda for the product area: what the organization needs to learn, when, and why.
• Shape epics and product direction with design and product management before requirements are defined.
• Anticipate learning needs and guide teams toward questions they haven’t yet asked.
• Prioritize competing research requests and make trade‑offs visible.
• Build deep knowledge of how customers ship and mail, including carriers, costs, and operational realities.
• Own market and audience research, keeping teams current on segment shifts and competitive alternatives.
• Account for off‑software factors such as staffing, physical space, cost pressure, and carrier behavior.
• Study workflows spanning multiple roles and users with widely varying technical experience.
• Lead generative research across the product area, including participatory sessions that frame problems with customers.
• Identify jobs, unmet needs, and unsolved problems, connecting each to a defined product opportunity.
• Work through ambiguous or contradictory evidence without oversimplifying what the data supports.
• Design and run evaluative studies across the product lifecycle at the fidelity required—from foundational work to same‑week answers.
• Define success metrics for the product area and hold teams accountable to post‑release results.
• Use behavioral, performance, and usage data alongside qualitative findings to ground product direction.
• Recommend whether experiences should stand, be reworked, or be retired, and make the case on evidence.
• Study how customers understand, trust, and appropriately rely on AI‑ and analytics‑assisted capabilities, including predictive analytics, assisted carrier decisions, and automation.
• Evaluate transparency, confidence calibration, error recovery, and perceived outcome quality for recommendation‑driven experiences.
• Synthesize findings across studies, products, and time into a coherent point of view rather than isolated reports.
• Build and maintain personas and journey maps for complex, multi‑role workflows and keep them current enough that teams use them.
• Communicate insight through storytelling that holds up with senior leadership and builds lasting understanding.
• Facilitate cross‑functional alignment sessions that surface unasked questions and build shared customer understanding.
• Use the products directly to build firsthand knowledge of the customer experience.
• Set standards for research methods, tooling, and recruiting across segments and accessibility needs.
• Ensure participant data handling aligns with Pitney Bowes privacy and consent requirements.
• Own research documentation and repository standards so prior work stays searchable and reusable.
• Enable designers to run sound research by maintaining templates, reviewing plans, and coaching on method.
• Mentor less‑experienced researchers and raise the quality of practice across the design organization.

Benefits

• Provide the opportunity to grow and develop your career
• Offer an inclusive environment that encourages diverse perspectives and ideas
• Deliver challenging and unique opportunities to contribute to the success of a transforming organization
• Offer comprehensive benefits globally (PB Benefits and Wellbeing Programs)

What This Job Offers

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