Product & Customer Research Lead- SAAS

The Product & Customer Research Lead at Flatgigs is primarily responsible for leading customer research efforts, which include both qualitative and quantitative methodologies. This role involves conducting user interviews, analyzing collected data, and translating insights into meaningful product recommendations. Collaboration with product and engineering teams is also crucial to ensure that user feedback drives product development.

For the Product & Customer Research Lead position at Flatgigs, candidates should possess experience in roles such as product manager, UX researcher, or have a background as a startup founder or service industry operator. A strong emphasis is placed on having experience in early-stage tech environments, particularly within B2B SaaS. Additionally, a passion for understanding user needs is essential.

In the Product & Customer Research Lead role at Flatgigs, customer feedback is gathered through real-time data collection, user interviews, and various qualitative and quantitative methods. The position emphasizes the direct engagement with users to gather insights that will inform product decisions, ensuring that the platform is continuously aligned with customer needs.

The company culture for the Product & Customer Research Lead at Flatgigs values doers and self-starters who thrive in ambiguity. It fosters a collaborative environment focused on innovation and customer happiness, making it an ideal space for those passionate about enhancing the user experience through effective feedback mechanisms.

The platform associated with the Product & Customer Research Lead role at Flatgigs is initially piloting in the hospitality industry and is experiencing growing interest from sectors including healthcare, retail, and government. This expansion reflects the platform's versatility in addressing customer feedback in various service-oriented contexts.

In your response, be sure to discuss both qualitative and quantitative research methods you've utilized, giving specific examples of projects where you successfully translated user feedback into actionable product recommendations. Highlight any tools or frameworks you used to gather and analyze data.

An effective answer should touch on the importance of aligning customer feedback with business goals and product vision. Mention any frameworks you use, such as user story mapping or the MoSCoW prioritization method, to demonstrate how you sift through various feedback to deliver impactful recommendations.

Discuss specific outreach strategies you’ve employed in the past, like personalized invitations, incentives for participation, or leveraging existing customer relationships. Mention how you ensure the process is user-friendly to enhance engagement.

Your answer should reflect your conflict resolution skills. Share an example where differing opinions occurred and the approach you took to mediate the discussion, focusing on finding common ground by reiterating the importance of user-centered design.

List popular tools like SurveyMonkey, Qualtrics, or specific software for data analysis such as Tableau or Google Analytics. Explain your experience with these tools and how they’ve facilitated your research process.

Talk about your engagement with professional networks, webinars, or industry publications. Mention specific resources like podcasts, blogs, or forums that you follow to keep your insights fresh and relevant.

Share a specific case study where feedback significantly impacted product development. Discuss the steps you took to gather the data, the process of analyzing it, and how the change led to improved user satisfaction or engagement.

Reflect on challenges such as participant recruitment, biased feedback, or the potential disconnect between user desires and business objectives. Share how you’ve navigated these challenges in your previous roles.

Explain how you collaborate with stakeholders to understand business objectives and ensure that your research questions and methods are aligned with these goals. Keeping clear communication and setting objectives can unify both research and business outcomes.

Discuss qualitative and quantitative metrics you would track post-implementation, such as user engagement rates, customer satisfaction scores, or Net Promoter Scores. Highlight the importance of continual feedback loops for ongoing improvement.