Google User Researcher, gTech Users and Products in Boulder, Colorado

Note: By applying to this position your application is automatically submitted to the following locations: Mountain View, CA, USA; Boulder, CO, USA

At gTech’s Users and Products team (gUP), our mission is to help users get the most out of Google. We represent the voice of Google's users and many of our partners globally, sharing insights with the larger Google organization to enable exceptional customer and product experiences.

gUP builds innovative solutions that take user experience and engagement with Google to the next level, supporting users across products, countries, cultures, incomes, and identities. We advocate for users through partnerships with product areas at Google (and some Alphabet businesses), supporting Google’s consumer products ecosystem and enabling numerous launches for Google’s consumer products each year.

We are committed to building an ever more diverse, equitable, and inclusive gUP, and consider this the foundation upon which individual, team, and user success are built. We're also committed to innovation not only in the content of our work, but in the way we work. Check out this blog poston our Chameleon program.

The User Research Team is a new team built to help answer key questions about users’ usage of support across the entire ecosystem of Google products. We aim accomplish this by doing research with both qualitative studies and quantitative methods. The fundamental goal is to better understand how and why users get help so that we can keep improving how we offer support for dozens of products.

As a User Research Analyst, you will use a variety of methods to help bring a user-focussed view on how we can best support Google's products. You will also explore data sets to understand who uses our different support channels and design studies to understand what they are looking for in a good experience.

Google creates products and services that make the world a better place, and gTech’s role is to help bring them to life. Our teams of solution-oriented trusted advisors support millions of customers globally. Our solutions are rooted in our technical skill, product expertise, and a thorough understanding of our customers’ complex needs. Whether the answer is a bespoke solution to solve a unique problem, or a new tool that can scale across Google, everything we do aims to ensure our customers benefit from the full potential of Google products.

To learn more about gTech, check out our video.

Responsibilities
  • Identify and define key user research areas by working with multiple cross-functional teams.
  • Gather data from cross-Google datasets.
  • Design research studies to help answer who, why and how users use Google support.
  • Analyze results of surveys and studies and present findings to senior executives.
Qualifications

Minimum qualifications:

  • BA/BS degree in Anthropology, Human Factors, Psychology, HCI/Computer Science or other related fields, or equivalent practical experience.
  • 4 years of work experience with survey design, interviews and quantitative research methods.
  • Experience with a statistical tool (e.g. R, SAS, Python etc).

Preferred qualifications:

  • Masters or PhD in Computer Science, Human-Computer Interaction, Cognitive Science, Experimental Psychology, Anthropology, Information Science or a related field, or equivalent practical experience.
  • 6 years of work experience in an applied research setting.
  • Experience with customer support for technology products.
  • Understanding of strengths and shortcomings of different research methods, including when and how to apply them for different types of questions.
  • Familiarity with SQL and other databases.

At Google, we don’t just accept difference - we celebrate it, we support it, and we thrive on it for the benefit of our employees, our products and our community. Google is proud to be an equal opportunity workplace and is an affirmative action employer. We are committed to equal employment opportunity regardless of race, color, ancestry, religion, sex, national origin, sexual orientation, age, citizenship, marital status, disability, gender identity or Veteran status. We also consider qualified applicants regardless of criminal histories, consistent with legal requirements. If you have a disability or special need that requires accommodation, please let us know.

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