[Hiring] Senior User Experience Researcher @Milestone

Role Description

This is a research role for people who care deeply about impact, not appendices. As a Senior User Experience Researcher at Milestone, you’ll work where customer expectations meet product decisions and business strategy. This isn’t research that happens quietly in the background. We’re looking for insights that influence how leaders think and the choices they make.

You’ll work across products, regions, and value streams, helping ensure human experience is shaping our product portfolio and setting clear direction for One Milestone. You’ll help us innovate faster and better by embedding continuous discovery, test-and-learn cycles, and customer understanding directly into how the organization works.

As a senior researcher, you’ll mentor other researchers, raise the bar for research impact, and help define how experience strategy takes shape across a global organization. If you believe research should lead the conversation, not trail behind it, this role was made for you.

This is a remote role. Candidates must be comfortable working flexibly across time zones, including collaboration spanning PST through CET.

Core Responsibilities

• Turn research into clear guidance leaders can use to make decisions.
• Build continuous discovery habits that help teams move faster, with fewer assumptions and less rework.
• Build simple, scalable ways for teams to access and use insights, even when a researcher isn’t in the room.
• Help establish a culture of mapping, using journeys to drive conversations, surface opportunities, and align teams.
• Augment research practices with AI in balanced, responsible ways, while keeping human judgment and empathy at the forefront.
• Partner closely with product, design, engineering, and business teams to learn with customers through prototyping, limited releases, and real-world testing.
• Mentor other UX Researchers by helping them see where they are, where they can grow next, and by acting as a thoughtful sounding board when they’re stuck or unsure.

Qualifications

• Well‑established background in UX Research, Service Design, or Experience Strategy with a strong record of practical impact.
• Strong expertise in qualitative and mixed-method research, insight synthesis, and journey mapping.
• Demonstrated ability to connect customer insights to product and business decisions.
• Experience building or operating continuous discovery and experimentation practices.
• Proven track record of influencing stakeholders through storytelling, evidence, and clear recommendations.
• Experience mentoring or coaching researchers or adjacent roles.
• Fluency in English, both written and verbal.
• Ability to work independently, navigate ambiguity, and adapt in a changing environment.
• Willingness to collaborate across time zones and adjust working hours as needed.

Desired Qualifications

• Experience working with globally distributed teams.
• Background in service design or customer and partner experience within complex ecosystems.
• Familiarity with journey mapping tools such as Smaply or similar platforms.
• Comfort using AI and emerging tools to enhance research, synthesis, and insight delivery.
• Experience supporting go-to-market, sales enablement, or strategy teams with customer insights.

Benefits

• Competitive benefits and a great culture.
• Flexible work environments.
• Opportunities for further education.
• Ability to directly affect change in our organization.
• Annual on-target earnings range from $130,000 to $140,000 USD.
• Attractive benefits package including medical/dental benefits, FSA or HSA, 401k with 6% Safe Harbor employer match, paid parental leave, generous PTO (20 days' vacation, 10 days paid sick time, and 12 company holidays), fully paid Short Term disability policy, fully paid Long Term disability policy, and Life Insurance.

Company Description

Milestone is committed to creating a diverse and inclusive workplace and is proud to be an equal opportunity employer.

All employees must complete a background check. Employees in fiscal roles are also required to undergo a credit check. All information obtained during these checks is handled confidentially and shared only with authorized personnel.

Apply Today

Are you interested in this opportunity? We encourage you to apply as soon as possible. Applications will be reviewed on a rolling basis, and the position will remain open until filled.

Please apply on our website: www.milestonesys.com