UX Researcher II

UX Researcher II

About Us:

At Fullbay, our mission is simple — to create safer roads for our families and yours. As leaders in the heavy-duty repair industry, we power shops with technology that helps them run smarter and more efficiently. As an AI-First company, we invite artificial intelligence to eliminate friction, spark innovation, and drive efficiencies in every conversation— for our teams and our customers.

Position Overview:
As we evolve our platform into a system of intelligence, we're seeking a UX Researcher II to bring rigor, structure, and insight into how we understand our customers and validate our product decisions. In this role, you will be responsible for establishing and running core research practices, partnering closely with Product Design, Product Management, and Engineering to ensure we are solving the right problems for the right customers. You will help the team move beyond assumptions by delivering actionable qualitative and quantitative insights, especially as we launch new AI-powered capabilities and expand into new customer segments and industries. This role is ideal for a researcher who is hands-on, comfortable leading and operating in ambiguity, and excited to help build foundational research practices in a growing product organization.

Primary Duties & Responsibilities:

• Plan and conduct qualitative and quantitative research to inform product strategy, roadmap decisions, and design execution
• Establish and maintain a regular cadence of customer research, including user interviews, usability testing, focus groups with our Customer Advisory Board (CAB) and survey-based research
• Own and evolve Fullbay’s Customer Advisory Board (CAB) program, including segmenting customers (small, mid-market, enterprise), setting meeting cadence, and synthesizing insights into actionable recommendations
• Partner with Product Managers and Designers to define research questions, align on learning goals, and ensure insights directly inform product decisions
• Support upcoming product launches by validating workflows, concepts, and AI-driven experiences with real customers prior to release
• Analyze and synthesize research findings into clear, compelling insights that drive alignment across design, product, engineering, and leadership
• Leverage existing analytics tools (ex: Pendo and Dovetail) to complement qualitative research with behavioral data
• Help define success metrics and learning goals for new features, especially in trust-sensitive, data-rich, and AI-enabled workflows
• Advocate for customer needs while balancing business goals, timelines, and technical constraints
• Contribute to building a research practice that treats learning as a deliverable, not a side task
• Stay informed on UX research best practices and emerging methods, bringing new ideas to improve how Fullbay learns from its customers
• Adhere to all confidentiality and compliance regulations
• Perform other duties as assigned
  
  

Minimum Education & Work Experience:

• Minimum of 2–4 years of experience in UX research, user research, or a related role
• Demonstrated experience conducting qualitative research methods such as interviews, usability testing, and field studies
• Experience synthesizing research into insights that influence product or design decisions
• Familiarity with quantitative research methods, analytics tools, or product usage data (ex: Pendo, Amplitude, Google Analytics)
• Experience working in SaaS, B2B, or complex workflow-based products preferred
• Comfortable working with cross-functional partners in Product, Design, and Engineering
• Strong communication skills, with the ability to present insights clearly to diverse stakeholders
• Thrives in ambiguity and enjoys helping establish new processes and ways of working
• Interest in complex, high-accountability domains such as logistics, operations, tools, or service-based industries is a plus
  
  

Physical Demands and Work Environment:

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions

• Regularly required to sit at a desk in front of a computer and use hands to finger, handle, or feel objects, tools, or controls (including a computer keyboard and operating a telephone), lift and/or move up to 10 pounds. 
• Frequently requires the use of hands and arms for reaching, as well as the ability to walk and communicate effectively through speaking and listening.
• Specific vision abilities required by this position include close vision, color vision, and the ability to adjust focus.   
• Noise level in the work environment is usually moderate.
• Type on a computer keyboard and look at a computer monitor, and operate a cell phone or a computer-based phone.