Job Description

UX Research Lead

Netomi is the leading agentic AI platform for enterprise customer experience. We work with the largest global brands like Delta Airlines, MetLife, MGM, United, and others to enable agentic automation at scale across the entire customer journey. Our no-code platform delivers the fastest time to market, lowest total cost of ownership, and simple, scalable management of AI agents for any CX use case. Backed by WndrCo, Y Combinator, and Index Ventures, we help enterprises drive efficiency, lower costs, and deliver higher quality customer experiences.

Want to be part of the AI revolution and transform how the world's largest global brands do business? Join us!

About the Role

You'll be the voice of our users inside Product and Design, running both formative research that shapes what we build and validation research that ensures we built it right. You won't be researching in a vacuum: you'll have direct access to our outbound teams to drive customer conversations, and to our AI implementation teams and Forward Deployed Engineers who live inside customer deployments every day. Few researchers get this close to real enterprise pain points.

Responsibilities

• Plan and run formative research (discovery interviews, field studies, jobs-to-be-done analysis) that informs product strategy and roadmap decisions
• Run validation research (usability testing, concept testing, beta feedback loops) to pressure-test designs before and after they ship
• Partner with outbound and customer-facing teams to recruit participants and drive ongoing customer conversations
• Mine insights from AI implementation teams and FDEs, turning frontline deployment pain points into actionable UX improvements
• Synthesize findings into clear, prioritized recommendations that Product and Design can act on immediately
• Build lightweight, repeatable research practices that scale with the team, including self-serve tools and insight repositories
• Champion research rigor while moving at startup speed: right-sized methods, fast turnarounds, no research theater

Requirement

• 4–7 years of UX research experience, ideally on B2B/enterprise SaaS or technically complex products
• Strong command of both qualitative and quantitative methods, and good judgment about which to use when
• Experience researching with enterprise users and buyers, not just consumers
• Ability to work independently: you scope your own studies, manage your own pipeline, and drive projects end to end
• Excellent synthesis and storytelling skills; your readouts change decisions, not just inform them
• Comfort with ambiguity and technical depth; curiosity about AI and how enterprises adopt it
• Strong collaboration across Product, Design, Engineering, and go-to-market teams

Why This Role

• Unmatched access: direct lines to customers, outbound teams, and FDEs embedded in Fortune 500 deployments
• Real influence: research here shapes the roadmap of a category-defining platform, not the margins of it
• Frontier domain: agentic AI is being defined right now; you'll uncover what enterprises actually need to trust and adopt it

Netomi is an equal opportunity employer committed to diversity in the workplace. We evaluate qualified applicants without regard to race, color, religion, sex, sexual orientation, disability, veteran status, and other protected characteristics.

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