[Hiring] Senior Researcher, B2B @Ticketmaster

Role Description

We are seeking a Senior Researcher, B2B to lead research focused on Ticketmaster’s client-facing business: the venues, promoters, sports teams, and organizations that partner with us to power live events. This role is central to understanding what clients need, where friction exists, and where opportunity lies as we evolve our platform and the programs built around it.

• Lead end-to-end research projects focused on client (venue, promoter, sports team) needs, pain points, and opportunities, from study design through synthesis and stakeholder presentation.
• Design and manage client-facing intercept survey programs and other continuous listening mechanisms that track experience quality and sentiment across key touchpoints in the client journey.
• Build strong, credible partnerships with Product, Design, Engineering, Operations, and Sales teams, serving as the primary research voice for client-side priorities and informing product roadmap and go-to-market decisions.
• Develop and maintain research frameworks and feedback loops that systematically translate client insights into actionable product and marketing decisions.
• Apply advanced research methodologies across qualitative and quantitative approaches, including interviews, usability testing, surveys, concept validation, and journey mapping, tailored to a B2B client context.
• Independently manage multiple research work streams with comprehensive project plans, clear timelines, and consistent quality standards.
• Craft compelling research narratives and data visualizations that translate complex findings into clear, strategic recommendations for audiences from product managers to senior leadership.
• Champion democratized research by establishing best practices, playbooks, and tools that enable cross-functional partners (PwDR) to conduct and apply research confidently and responsibly.
• Contribute to the team’s AI research capabilities by identifying and piloting AI-assisted methods that improve research speed, scale, and quality.
• Partner with other insights and analytics teams to triangulate behavioral data with primary research, creating a comprehensive view of the client experience.
• Contribute to the team’s research strategy and prioritization process, demonstrating thought leadership and helping shape which client-focused research projects deliver the most strategic value.
• Mentor junior researchers and non-researcher partners in research fundamentals, client research methods, and best practices.

Qualifications

• 5+ years of research experience with a strong track record of leading both qualitative and quantitative studies, ideally in a product or B2B context.
• Demonstrated experience designing and managing intercept survey programs or other continuous listening mechanisms that track experience and sentiment over time.
• Deep familiarity with product research methodologies including usability testing, concept validation, user interviews, journey mapping, and survey design.
• Strong analytical skills with ability to conduct and interpret statistical analyses including driver analysis, segmentation, and trend analysis.
• Experience building research processes, frameworks, and playbooks that scale research capabilities beyond a central team.
• Ability to independently manage complex, multi-stakeholder research projects with competing priorities and tight deadlines.
• Proficiency with research and analytics platforms such as Maze, SurveyMonkey, Usabilla, or equivalent tools.
• Experience with or curiosity about AI-assisted research methods and a willingness to pilot and scale new approaches.
• Strong experience presenting to and influencing senior stakeholders, with ability to translate nuanced findings into clear strategic recommendations.
• Experience in a B2B research context, client insights, or enterprise product research is a strong plus.
• Degree in Human-Computer Interaction, Psychology, Cognitive Science, Anthropology, Marketing, Statistics, or a related field preferred.

Requirements

• Strategic thinker who connects client research to product and business outcomes, contributes to research strategy, and frames work within the broader organizational context.
• Natural collaborator who builds trusted relationships across Product, Design, Operations, and Sales, and facilitates productive cross-functional conversations about client needs.
• Exceptional communicator and storyteller who presents research findings with clarity and conviction, inspiring action from stakeholders at all levels.
• Self-directed and proactive: independently identifies research opportunities, anticipates project challenges, and develops mitigation strategies before they become blockers.
• Genuinely passionate about democratizing research and building others’ research capabilities, whether through coaching, templates, or enabling AI-assisted research.
• Intellectually curious with a desire to deeply understand the client perspective in live entertainment and continuously expand your methodological toolkit.
• Comfortable navigating ambiguity in a fast-paced environment, balancing multiple priorities while maintaining high quality standards.
• Strong sense of ownership and accountability for research impact: you measure success by the decisions your research enables, not just the studies you complete.

Benefits

• Medical, vision, dental and mental health benefits for you and your family, with access to a health care concierge, and Flexible or Health Savings Accounts (FSA or HSA).
• Free concert tickets, generous paid time off including paid holidays, sick time, and personal days.
• 401(k) program with company match, stock reimbursement program.
• New parent programs including caregiver leave and baby bonuses, plus fertility, adoption, foster, or surrogacy support.
• Career and skill development programs with School of Live, tuition reimbursement, and student loan repayment.
• Volunteer time off, crowdfunding match.