About Kaizan

About Us

We’re entering an era where client relationships are managed digitally. Our mission is to empower people to deliver the best client experience possible.

Kaizan's founding team have built and scaled multi-million ARR products at Facebook, OVO Energy, Fnatic and Affectv, and have always witnessed the same challenge; retaining and growing clients is critical, but there isn’t a product built specifically for CS teams.

Recent advances in Machine Learning and Natural Language Processing mean that we are finally able to build an AI that reads, writes, shares and suggests what each Client Success Manager can do to manage multiple clients, provide best-in-class service, and scale each client.

We’re looking for people passionate about augmenting the abilities of people at work, and to be responsible for building products that define how people will interface with AI.

Job Description

What will you be doing?

Our product team is looking for a UX Researcher to lead our user research and discovery. As a member of the team at Kaizan, you will shape and grow our research program. Working with Product Designers, Engineers and our community of users to identify areas of improvement and opportunities for us to explore. As the team grows, you will help foster a continuous research, learn, build and measure approach.

We are looking for a UX Researcher to join our team and to lead our user research and discovery. As a UX Researcher you will be responsible for:

• Own our research - ****Lead major initiatives by conducting generative and evaluative research. Determine appropriate research methods, define and conduct qualitative and quantitative user experience research across multiple projects. Provide both tactical and strategic insights based on this research. Communicate insights and recommendations in a consumable, engaging way using artefacts such as reports, journey maps, personas, and other formats as appropriate that guide our team. Contribute to building best practices, processes, training, documentation, and standards to help evolve the research discipline
• Be the voice of the user - Advocate for user needs throughout the product design and development process. Educate broader team on research best practices and evangelise research methods and results throughout the organisation.
• Show the thing - We believe in show, don’t tell. You’ll be responsible for creating early prototypes to share with users, gather feedback and iterate alongside our Product and UI Designers. Experience with Figma prototyping is key.

Qualifications and experience

Is this the job for you?

• Experienced running research - Creating repeatable, scalable research methods. Experience with mixed-method research and integrating insights
• Excellent communicator - Ability to clearly articulate and communicate research. Including the ability to present research concepts and insights clearly and persuasively across different audiences at varying levels of the organisation. Knowledge and experience with visual communication and data visualisation would be an advantage
• Ability to work in a fast-paced, agile environment while also keeping an eye on future needs.
• Experience building complex B2B products is preferred
• Experience working with an early-stage startup is preferred
• Bonus points if you have experience working with/for client relationship/customer success teams/organisations

Additional Information