Join Google Ads as a Senior User Experience Researcher to champion the voice of the customer. This pivotal role focuses on enhancing customer engagement and empowering both Google users and the internal teams dedicated to providing exceptional support experiences.

You will drive significant advancements, particularly by partnering with Machine Learning and AI teams. The objective is to streamline processes, reduce mundane tasks, and allow your expertise to focus on unique human insights and perspectives. Your work will foster a deeper understanding of Google's customers, leading to more insightful suggestions and improved customer success.

This position is integral to a program evaluating current AI functionalities and shaping the future direction of support experiences. You will meticulously collect and analyze user behaviors, needs, and challenges concerning AI usage across various products. Translating these findings into persuasive narratives and strategic recommendations will guide product prioritization and elevate AI model quality.

- Champion user-centered product roadmaps informed by in-depth user research. - Lead research initiatives for key workstreams, aligning with product goals, team priorities, and a global user base. - Develop and present a strong, data-backed perspective, crafting compelling user stories. Leverage AI tools for efficient data processing and analysis. - Analyze existing data and product designs to formulate hypotheses and design high-impact research studies. - Identify significant trends and correlate signals to deliver clear and actionable research insights. - Collaborate with Data Scientists, UX Designers, Product Managers, Engineers, and fellow UX Researchers to ensure impactful research outcomes. Work with business operations to align UX findings with business metrics.

We are seeking a Senior User Experience Researcher with a Bachelor's degree in Human-Computer Interaction (HCI), Psychology, or a related field, or equivalent practical experience. A minimum of 6 years of experience in applied Qualitative UX Research or a comparable role is essential.

Proficiency in core research methodologies such as usability studies, contextual inquiries, 1:1 interviews, and unmoderated research studies is required.

Preferred qualifications include a Master's degree or PhD in HCI, Cognitive Science, Statistics, Psychology, Anthropology, or related fields. Experience with participatory research, conducting surveys, diary studies, and analyzing user behavior in B2B, enterprise software, CRM, or support tooling contexts is highly desirable. Expertise in leveraging AI technologies throughout the research lifecycle—from scoping and design to analysis and reporting—to enhance insights and efficiency is a significant advantage. The ability to influence product decisions and strategy with user data and insights is also key.