Lead Research Consultant, Solutions & Programs

We’re UserTesting, a leader in experience research and insights; we believe the path to human understanding and great experiences start with a shared understanding—seeing and hearing how another person engages with the world around them and taking in their perspective. Working at UserTesting, you will be empowered to help organizations  discover the human side of business–transforming how they work, collaborate, innovate, and bring new products and experiences to market. This is what inspires us, and it’s how we enable companies to connect with their audiences naturally and organically through an experience that is uniquely, and intentionally human.
 

A trusted company by top brands for 15+ years, UserTesting, recently merged with UserZoom, has over 3,400 customers in 50 countries, including 75 of the Fortune 100 companies. Joining our team means being part of a passionate group focused on transforming how companies learn from and understand their customers. Come join us and help us build the engine for human understanding.

Job Description
Title: Lead Research Consultant, Solutions & Programs
Reports to: Senior Director, Consulting Services
Location: NAM (EST or CST only)
FTE Status: Full Time
Level: 7 (Staff)

Summary

As a newly formalised role within our Consulting Services team, the Experience Research Consultant (Programs & Strategy) will play a central part in shaping, refining, and operationalising the programs, methodologies, and frameworks that underpin our professional services engagements. Reporting directly to the Senior Director of Consulting Services, this position is designed to help our customers embed experience insights into decision-making—so they can build more intuitive, inclusive, and impactful customer experiences.

While our core focus has been on supporting digital product teams, our professional services are increasingly expanding to influence a wider range of functions such as brand, marketing, ecommerce, and customer experience. This role blends internal development with external influence—ensuring our services are not only impactful and scalable but also well understood, competitively positioned, and adopted across customer organisations.

You’ll lead initiatives to scale successful practices, shape and validate new service offerings, and—critically—work in close partnership with our Sales and Customer Success teams. As adoption of our services continues to grow, this role will play an increasingly important part in helping scope new opportunities, shape tailored proposals, and serve as a strategic subject matter expert in early-stage conversations. Your insights will also help inform how we position our services in a competitive market, ensuring we evolve in line with customer needs and industry trends.

This is a strategic and consultative role for someone who is passionate about translating insight into action—not just in delivery, but in how we engage, position, and grow all of our services over time in order to drive greater success for both our customers and our business.

 Responsibilities

• Develop and optimise consulting programs that enable customers to embed experience insights in their decision-making—primarily across digital product teams, with growing application to marketing, brand, and ecommerce.

• Standardise and scale ways of working within the consulting org, creating frameworks, playbooks, and best practices that drive consistency, quality, and repeatability.

• Lead and support customer engagements as needed, partnering with consultants or directly guiding customers to deliver high-impact outcomes.

• Collaborate with GTM account teams to help identify customer needs, shape consulting solutions, and define appropriate scopes of work for both new and existing customers.

• Support the creation of compelling proposals and contribute to custom Statements of Work (SOWs), ensuring alignment with business goals, delivery feasibility, and commercial viability.

• Act as a subject matter expert in early-stage customer conversations, helping bring clarity and confidence to how our services can solve strategic problems.

• Monitor market dynamics and the competitive landscape to inform the evolution of our services and improve how we position and package them.

• Pilot and test new deliverables and en