Principal Researcher, Product Design

Jobber exists to help people in small businesses be successful. We work with small home service businesses, like your local plumbers, electricians, painters, and landscapers, to transform the way service is delivered through technology. With Jobber they can quote, schedule, invoice, and collect payments from their customers, while providing an easy and professional customer experience. Running a small business today isn't like it used to be—the way we consume and deliver service is changing rapidly, technology is evolving, and customers expect more. That's why we put the power and flexibility in their hands to run their businesses how, where, and when they want

The role:

This is a first of its kind role at Jobber that will report directly to the VP of Experience Design (a passionate ex-researcher), and work closely with the RnD leadership team. It's an IC role primarily, and you'll be excited to be spending time directly on the front lines with customers, and working across the design and product teams predominantly to have an outsized impact.

This role is important now because we are at a critical growth juncture. A huge amount of time is being spent with customers across the organization, whilst we are amid rapid growth and expansion. However, we're not currently joining the dots thematically at a high level, or picking up on the parts that customers aren't telling us. We see a big opportunity for insights to inspire change, fuel growth, and accelerate improvement in the right areas.

As a Principal Researcher, you will:

• Be the go-to person for everything related to deep customer understanding. You'll know their lives and business practices inside out, and use that knowledge to help Jobber build enduring, helpful products, and a high trust relationship.
• Join the dots between all of our information sources and be able to credibly thread insights, trends, and stories that drive company and product strategies.
• Establish helpful baselines and indicators across the board for understanding how our products perform. In short - are we making our product better over time?
• Uplevel our research methods across the company, setting best practices on approach, question format, analysis, and output.
• Help teams develop better release plans by mapping high emotion, critical operational areas against lower stress areas.
• Champion customer-centric design thinking and advocate for exceptional UX throughout the company.
• This is a senior role and will be shaped by you. You'll be given large scale problems to solve and the space to creatively address them.

To be successful, you should:

• Have 7+ years of research experience with a portfolio showing the impact your work has had on the businesses or initiatives you've supported.
• Demonstrate highly current knowledge of research tooling, especially AI-powered ones, and have a point of view on where investments should be made.
• Be a top tier qualitative researcher, with high skill and ability at observing and extracting key information from any situation.
• Be able to tell customer stories that stick, have debates, and inspire everyone from the CEO to ICs.
• Have a highly critical eye for feedback and be able to discern signal from noise.
• Show you've been able to work in lock step with data on "getting to clarity" for the company.
• Be a master communicator who can explain the impact of your work, rationale, and trade-offs.

About our workplace

Our culture of transparency, inclusivity, collaboration, and innovation has been recognized by Great Place to Work, Canada's Most Admired Corporate Cultures, and more. Jobber has also been named on the Globe and Mail's Canada's Top Growing Companies list, and Deloitte Canada's Technology Fast 50, Enterprise Fast 15, and Technology Fast 500 lists. With an Executive team that has over thirty years of industry experience of leading the way, we've come a long way from our first customer in 2011—but we've just scratched the surface of what we want to accomplish for our customers.

What you can expect from Jobber:

• A total compensation package that includes an extended health benefits package with fully paid premiums for both body and mind, retirement savings plan matching, and stock options.
• A dedicated Talent Development team and access to coaching, learning, and leadership programs to help you grow your career, reach your goals, and unlock your full potential.
• Support for all your breaks: from vacation to rest and recharge, your birthday off to celebrate, health days to support your physical and mental health, and parental leave top-ups to support your growing family.
• A unique opportunity to build, grow, and leave your impact on a $400-billion industry that has no dominant
• To work with a group of people who are humble, supportive, and give a sh*t about our customers.

We believe that diverse teams perform better and that fostering an inclusive work environment is a key part of growing a successful team. We welcome people of diverse backgrounds, experiences, and perspectives. We are an equal opportunity employer, and we are committed to working with applicants requesting accommodation at any stage of the hiring process.

A bit more about us:

Job by job, we're transforming the way service is delivered. Your lawn care provider, home cleaning service, plumber or painter could use Jobber to better connect with their customers, save time in the office, invoice faster, and get paid We're bringing tens of thousands of people together with technology to deliver billions of dollars a year in services to happy customers. Jobber exists to help make these small businesses successful, and when they're successful we all win