Lead Research Consultant, Solutions & Programs

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 engagement formats with customers, assessing their impact and potential to become standardised offerings. This may be both leading an engagement or supporting other research consultants in their delivery.

• Create internal documentation, templates, and enablement materials to support both consulting delivery and go-to-market understanding of our services.

• Mentor and coach consultants, promoting knowledge-sharing and fostering a learning culture across the consulting organisation.

• Define and track performance metrics for consulting programs, focusing on customer value, delivery quality, and operational efficiency.

• Collaborate cross-functionally to ensure alignment between Consulting Services, Product, Sales, Marketing, and Customer Success.

• Continue to evolve this role over time, expanding its influence across the organisation as our services grow in scale, scope, and strategic importance.
   

Success Measures

The success of this role will be measured by its impact on the development, adoption, and effectiveness of our consulting services, including:

• Attach rate – Increasing the percentage of contract value attributed to professional services.

• Service adoption – Driving uptake of services across digital, marketing, brand, and ecommerce teams.

• Sales support – Contributing to successful opportunity scoping, proposal development, and SOW alignment.

• Customer value – Accelerating time-to-value and enabling better, insight-driven decisions.

• Internal enablement – Uplifting the capability and confidence of internal teams to deliver and position services.

• Competitive differentiation – Informing how we evolve and position offerings based on market awareness.

• Program innovation – Piloting, validating, and scaling new service formats and engagements.
   

Education

BA/BS or MA/MS in Human-Computer Interaction, Cognitive Psychology, Sociology, Business Strategy, or a related field – or equivalent experience.

Qualifications

Knowledge

• 8+ years of experience in experience research, consulting, or research operations.

• Deep knowledge of user research and CX methodologies, with a proven ability to drive insight-led transformation.

• Experience designing and operationalising scalable consulting programs.

• Understanding of business strategy and how consulting services drive impact across customer organisations.

• Familiarity with digital research tools such as UserTesting, UserZoom, EnjoyHQ, Dovetail, or similar platforms.

• Awareness of market trends and competitor approaches in the insights and experience research space.
   

Skills

• Strong ability to develop and scale consulting programs that integrate insight into decision-making.

• Excellent verbal and written communication, facilitation, and storytelling skills.

• Strategic and commercial acumen, with experience contributing to proposals and SOWs.

• Ability to collaborate effectively across cross-functional teams—including Sales, Product, and Customer Success.

• Skilled at developing internal enablement materials and translating services into scalable practices.

• Analytical mindset with the ability to define, measure, and track service success and customer impact.
   

Abilities

• Highly autonomous and proactive, with strong strategic thinking.

• Able to balance internal delivery development with external sales support and GTM influence.

• Comfortable contributing to customer-facing conversations and helping shape tailored service solutions.

• Adaptable to changing priorities and capable of working in a fast-paced, evolving environment.

• Willingness to travel occasionally for internal planning, customer engagements, or industry events.
   

Additional Preferred Qualities

• Experience embedding research and insights into teams beyond UX, including brand, marketing, or customer experience.

• Background in enterprise consulting or working with large, complex organisations.

• Familiarity with how professional services offerings are commercialised and packaged within SaaS or CX businesses.

• Experience supporting or leading the sale of service-based solutions to large enterprise organisations, including involvement in scoping, proposal development, or positioning of professional services.
   

Final Note

This role is ideal for a research consultant who wants to shape not only how consulting services are delivered, but also how they are adopted, understood, and positioned as essential to customer success. If you’re passionate about scaling the impact of insights across modern organisations—and influencing how services evolve to meet that challenge—we’d love to hear from you.

UserTesting is an Equal Opportunity Employer and a participant in the U.S. Federal E-Verify program.  Women, minorities, individuals with disabilities and protected veterans are encouraged to apply.  We welcome people of different backgrounds, experiences, abilities and perspectives.  UserTesting will consider qualified applicants with criminal histories in a manner consistent with the San Francisco Fair Chance Ordinance, as applicable.