- Bachelor's degree or equivalent practical experience.
- 4 years of experience in an applied research setting (e.g., product or academic), or similar.
- Experience with research methods (e.g., usability, studies, contextual inquires, 1:1 interviews, unmoderated research studies).
- Experience in using AI technologies across the research lifecycle, including project scoping, study design, data analysis, and reporting.
- Master's degree or PhD in Human-Computer Interaction, Cognitive Science, Statistics, Psychology, Anthropology, or related field.
- 3 years of experience working with senior leadership (e.g., Director level and above).
- 2 years of experience conducting UX research on products, managing projects, and working in a large, matrixed organization.
- Experience analyzing user behavior in B2B contexts, enterprise software, CRM platforms, or support tooling.
As a researcher in Customer Engagement (CE) you will be an advocate for both the Google customer and our internal users who make great support experiences possible. Empower Google to intelligently engage customers and help them succeed at scale.
Focus on the customer:
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Empower Google’s customers.
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Focus on Ads and the Ads-supported consumer space.
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Specialize in customer and Ads-specific data.
Bring transformational changes with AI:
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Partner with AI/ML teams to reduce tedium and increase velocity, allowing users to focus on human-only nuances and perspectives.
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Focus on “step change” technology-led differentiators.
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Drive broader adoption, resulting in a better understanding of Google’s customers which powers insightful suggestions and helps our customers achieve success.
Build strong partnerships to drive customer success:
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Remove organizational boundaries and deliver solutions on the toughest problems and opportunities.
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Be the product partner to the Sales, Marketing, and Support organizations.
- Become the systems integrators that abstract away the engineering interface.
This role works on a program that evaluates current AI experiences and sets the direction for both near-term improvements and the long-term gaol for Support experiences.
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Collecting and analyzing user behaviors, needs and challenges related to usage and AI experiences across a variety of products.
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Translate findings into compelling narratives and strategic recommendations that guide product prioritization and enhance AI model quality.
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Collaborate closely with fellow researchers, design, PM, and Engineering to build a holistic understanding of the user experience, integrating insights from multiple workstreams.
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Advocate a user-informed approach to product development, ensuring user needs are at the forefront of our AI strategy.
Google Ads is helping power the open internet with the best technology that connects and creates value for people, publishers, advertisers, and Google. We’re made up of multiple teams, building Google’s Advertising products including search, display, shopping, travel and video advertising, as well as analytics. Our teams create trusted experiences between people and businesses with useful ads. We help grow businesses of all sizes from small businesses, to large brands, to YouTube creators, with effective advertiser tools that deliver measurable results. We also enable Google to engage with customers at scale.
- Influence stakeholders across organizations to gain support for research-based, user-centric solutions.
- Own project priorities in alignment with larger product goals, and oversee allocation of resources within the project.
- Drive ideas to improve products and services through research-driven insights and recommendations.
- Lead teams to define and evaluate product, service, ecosystem impact.
- Own goal and strategy discussions through research by analyzing, consolidating, or synthesizing what is known about user, product, service, or business needs.
Google is proud to be an equal opportunity workplace and is an affirmative action employer. We are committed to equal employment opportunity regardless of race, color, ancestry, religion, sex, national origin, sexual orientation, age, citizenship, marital status, disability, gender identity or Veteran status. We also consider qualified applicants regardless of criminal histories, consistent with legal requirements. See also Google's EEO Policy and EEO is the Law. If you have a disability or special need that requires accommodation, please let us know by completing our Accommodations for Applicants form.
