Job Description

Employment Type: Full time Location Type: Not specified Salary: Not specified

Company Overview

We’re UserTesting—the leader in human insight. Our mission is to help organizations craft exceptional customer experiences through fast, actionable feedback. We empower teams to build the best products and experiences by embedding real human perspectives into every stage of the development process—from ideation to launch. With the world’s strongest participant network, AI-powered analysis, expert services, and seamless integrations, we help companies eliminate guesswork, align stakeholders, and bring customer needs into sharp focus.

Trusted by more than 3,000 organizations worldwide—including 75 of the Fortune 100—UserTesting delivers measurable business outcomes, reduces risk, and helps teams deliver with confidence. Joining our team means being part of a passionate group focused on transforming how companies understand and connect with their customers. Let’s build experiences people love—together.

Position Overview

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)

As a newly formalized role within our Consulting Services team, the Experience Research Consultant (Programs & Strategy) will play a central part in shaping, refining, and operationalizing 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, e-commerce, 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 organizations.

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 optimize 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 e-commerce.
• Standardize 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 c