• Plan and conduct qualitative and quantitative research to inform product strategy, roadmap decisions, and design execution • Establish and maintain a regular cadence of customer research, including user interviews, usability testing, focus groups with our Customer Advisory Board (CAB) and survey-based research • Own and evolve Fullbay’s Customer Advisory Board (CAB) program, including segmenting customers (small, mid-market, enterprise), setting meeting cadence, and synthesizing insights into actionable recommendations • Partner with Product Managers and Designers to define research questions, align on learning goals, and ensure insights directly inform product decisions • Support upcoming product launches by validating workflows, concepts, and AI-driven experiences with real customers prior to release • Analyze and synthesize research findings into clear, compelling insights that drive alignment across design, product, engineering, and leadership • Leverage existing analytics tools (ex: Pendo and Dovetail) to complement qualitative research with behavioral data • Help define success metrics and learning goals for new features, especially in trust-sensitive, data-rich, and AI-enabled workflows • Advocate for customer needs while balancing business goals, timelines, and technical constraints • Contribute to building a research practice that treats learning as a deliverable, not a side task • Stay informed on UX research best practices and emerging methods, bringing new ideas to improve how Fullbay learns from its customers • Adhere to all confidentiality and compliance regulations • Perform other duties as assigned