Create the world that empowers small business

User Researcher

Chandler, AZ

At Infusionsoft, we help small businesses succeed.

We don’t just say that, we mean it and we do it every day. And often times, working at Infusionsoft is much like running a small business. There will be long days and incredible challenges, but the reward will be contributing to something that is larger than you. We want you to bring hustle, grit, and passion to everything you do here. You will be expected to take high ownership and improve yourself constantly. You will be held accountable to our 9 Core Values and will be expected to hold your teammates accountable as well. The values are what unify us and allow us to make the impact that we do. They are crucial on our mission to becoming the undisputed champion of small business success.

Together...we will replenish the middle class. We will elevate the worldwide economy. We will inspire kids to dream of becoming entrepreneurs.

As a member of the Usability Engineering team, a part of the Product Design and Experience team, you will be responsible for user research to support stakeholder understanding of customer wants, needs, and requirements. You’ll also be responsible for usability studies, from request to report out, to help ensure that our services and software are designed according to best usability practices, are highly intuitive, enjoyable to use, value-packed, and meet customer needs. You will continuously champion small business and represent the customer in all phases of development, including research, design, and launch. The responsibilities in this role are varied and complex and require full competence in usability analysis/user research along with the ability to exercise independent judgment.  

The Work:

  • Making recommendations for user research and usability testing based on project status and stakeholder needs
  • Developing, recruiting for, running, analyzing, and reporting on user research and usability studies to help product teams and other teams make user-informed decisions
    • Determining testing methodology and participant requirements based on objectives
    • Recruiting optimal participants
    • Developing test instruments as needed
    • Conducting studies; virtually or in-person, moderated or unmoderated, PC or mobile
    • Analyzing findings
    • Documenting and delivering findings and best-practice recommendations to stakeholders and executives
    • Creating personas
    • Contributing in design concepts by being an advocate for the customer’s needs
  • Offering research support as needed to services and design teams
  • Being proactive with regular professional development to stay up-to-date with best practices

What we're looking for:

  • A Bachelor's degree in Human Factors, Cognitive Psychology, Human Computer Interaction or Applied Psychology and 1+ years of experience, a Master's degree plus at least 6 months of experience, OR at least 3-4 years of related work experience
  • Proficiency with usability testing tools (Morae or other recording software, WebEx or GoToMeeting, various tools for card sorting, navigation studies, surveys, and unmoderated studies such as UserZoom or
  • Proficiency with Microsoft Office (Word, Excel, PowerPoint)
  • Exceptional communication skills (written, verbal, groups, etc.)
  • Ability to develop and maintain excellent cross-functional relationships
  • High level of initiative and ability to work independently
  • A positive attitude and top work ethic
  • Demonstrated ability to juggle and prioritize multiple complex projects from planning through reporting results while adhering to strict timelines
  • An undying passion for helping small business succeed and for delivering exceptional customer experiences

Ideally, you'll posess:

  • An inherent excitement when creating “order out of chaos”
  • Demonstrated ability to communicate with executives and other product leaders
  • Experience with ethnographic / field studies
  • Experience with quantitative analysis
  • Experience with developing personas and audience modeling
  • Experience or ability with writing in-app copy



We offer competitive salaries and a generous benefits package including:

  • 1x base salary life insurance (employee premiums 100% covered)
  • Dependent life coverage (premiums 100% covered)
  • 10 paid holidays
  • 401K
  • Flexible paid time off plan
  • Competitive medical, dental and vision insurance
  • Short-term and long-term disability (employee premiums 100% covered)
  • Flexible spending reimbursement account
  • Contributions toward HSA accounts
  • Stock options