CX/UX Researcher

At JFrog, we’re reinventing DevOps and Security to help the world’s greatest companies innovate -- and we want you along for the ride. This is a special place with a unique combination of brilliance, spirit, and just all-around great people. Here, if you’re willing to do more, your career can take off. And since software plays a central role in everyone’s lives, you’ll be part of an important mission. Thousands of customers, including :80% of the Fortune 100, trust JFrog to manage, accelerate, and secure their software delivery from code to production -- a concept we call “liquid software”. Wouldn't it be amazing if you could join us in our journey?

The Customer Success organization in JFrog is seeking a CX/UX Researcher to engage in research related to all post-sale stages in the JFrog customer lifecycle. As a CX/UX Researcher at JFrog, you will work with multiple cross-functional teams from discovery to ideation and production, to inform decisions that will improve product adoption and reduce customer churn. You will join a unique multidisciplinary Applied Research Team in the Customer Success organization, and become part of the UX Research Guild, composed of experts from multiple teams at JFrog. The ideal candidate has exceptional mixed-method research skills and understands how research translates into meaningful decisions, shapes product development, and influences overall strategy. It's not enough to answer interesting questions about user behavior; our team focuses on quantifiable impact.

As a CX/UX Researcher at JFrog’s Customer Success organization you will...

• Work closely with cross-functional partners (UX Guild, Data professionals, Sales, Marketing, and more) to drive impactful business and product decisions
• Collect and analyze user behavior through qualitative and quantitative research methods such as interviews, usability studies, iterative concept testing, data analysis, user feedback analysis, surveys, observations, experiments, A-B tests, and more
• Become a domain CX/UX expert within the DevOps and Security world, generate insights, and ensure decisions are based on evidence
• Develop research plans that span the post-sales customer journey
• Proactively identify opportunities for impact and promotion of the Customer Success organization’s goals through research
• Effectively guide peers and stakeholders through your research, demonstrating value and impact
• Present your findings in internal professional forums and to senior management
  
  

• 2+ years of work experience in the role of a CX/UX Researcher, preferably in-house at a B2B/B2B2C product company
• Broad experience in both qualitative and quantitative research methods
• Deep understanding of user-centered and data-driven processes in the product lifecycle
• Excellent presentation, communication, and collaboration skills
• Master’s (or higher; or equivalent research experience) degree in Psychology (advantage), Human-Computer Interaction, Visual Communications, Sociology, or a related field or equivalent practical experience
• Ability to collaborate with multi-disciplinary researchers, as well as lead independent research
• Experience with Customer Success metrics (e.g., feature adoption, churn) - advantage
• Comfortable with leading professional discussions with native English speakers