Senior Product Researcher, Experience Design - On Site

Pitney Bowes • Shelton, MA

4d • $160,000 - $175,000 • Hybrid

About The Position

Pitney Bowes is hiring a Senior Product Researcher for its Experience Design organization, which includes 20 designers. The role owns research strategy for the Shipping and Mailing product areas and reports to the Head of Design, Experience Design. The researcher works with high autonomy to shape product direction before requirements are set, using evidence to guide decisions. The position partners daily with design, product management, engineering, data, and go-to-market teams, and requires deep knowledge of how businesses ship and mail and of customer behavior over time.

The researcher sets the learning agenda, shapes product opportunities, leads generative and evaluative research, defines success measures, and connects qualitative insights with behavioral, performance, and usage data. The work includes studying complex workflows involving multiple roles, evaluating AI- and analytics-assisted experiences, communicating findings to teams and senior leaders, and maintaining useful personas and journey maps. The role also establishes research methods, tools, recruiting, documentation, and repository practices; ensures participant data handling meets privacy and consent requirements; and coaches and mentors colleagues.

The role is hybrid for candidates within commuting distance of Shelton, Connecticut, with four days onsite; remote work is considered for Eastern Time Zone candidates outside commuting distance. Travel is under 20%. The annual wage range is $160,000–$175,000, with actual pay dependent on skills, experience, and location. Candidates must be legally authorized to work in the United States; the employer will not sponsor employment visas now or in the future.

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 a related field, or equivalent practical experience.
• End-to-end mixed-methods expertise across generative and evaluative work, qualitative and quantitative methods, survey design, and quantitative analysis.
• Ability to independently query and analyze product data 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 conduct 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.
• Legal authorization to work in the United States; employment visa sponsorship is not available now or in the future.

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 research workflows such as recruiting, synthesis, and 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, including 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, guide teams toward unanswered questions, prioritize competing research requests, and make trade-offs visible.
• Build deep knowledge of customer shipping and mailing practices, including carriers, costs, and operational realities.
• Own market and audience research and keep teams informed about segment shifts and competitive alternatives.
• Account for operational factors beyond software, including staffing, physical space, cost pressure, and carrier behavior.
• Study workflows spanning multiple roles and users with varying levels of technical experience.
• Lead generative research, including participatory sessions that frame problems with customers.
• Identify jobs, unmet needs, and unsolved problems and connect them to defined product opportunities.
• Interpret ambiguous or contradictory evidence without oversimplifying what it supports.
• Design and conduct evaluative studies across the product lifecycle at the fidelity required.
• Define success metrics for the product area and hold teams accountable for post-release results.
• Use behavioral, performance, and usage data alongside qualitative findings to ground product direction.
• Recommend whether experiences should remain, be reworked, or be retired, and support recommendations with 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 in recommendation-driven experiences.
• Synthesize findings across studies, products, and time into a coherent point of view.
• Build and maintain personas and journey maps for complex, multi-role workflows and keep them useful to teams.
• Communicate insights through storytelling for senior leadership and facilitate cross-functional alignment sessions.
• 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 remains searchable and reusable.
• Maintain templates, review research plans, and coach designers to conduct sound research.
• Mentor less-experienced researchers and raise research quality across the design organization.

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 globally through PB Benefits and Wellbeing Programs.

What This Job Offers

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