Sr. User Researcher

Sr. User Researcher

Hatz AI is building the AI-native platform purpose-built for Managed Service Providers and the small businesses they serve, and we're looking for a Senior User Researcher to help make that platform feel as powerful as it is approachable. You'll join a small, high-output design team and work directly with product and engineering to own design across the full lifecycle: discovery, systems, and ship.

This is a high-ownership role for a designer who thrives at the intersection of technical complexity and human clarity: someone who can look at an agentic workflow or an LLM-powered feature and figure out how to make it feel obvious to the people who actually need to use it. This position is a hybrid role based in NYC.

Key Responsibilities

• Lead research ahead of our largest, highest-risk projects, scoping the questions that matter most before design and engineering commit real time to a direction.

• Support designer-led user testing: shape test plans, review discussion guides, and help recruit the right participants, so designers can run rigorous sessions without waiting on a dedicated researcher for every study.

• Build and own a customer research database. Turn it into the shared source of truth the rest of the company, including Forward Deployed Engineers, PMM, and Account and Sales, can pull from instead of each holding their own scattered customer insight.

• Define and maintain Hatz's first ratified user personas, including how MSP operators and the end small businesses they serve differ, and keep them current as we expand into new industries.

What makes you a great fit

• 5+ years of user research experience in B2B or SaaS products, with a portfolio or writing sample showing how your research changed a real roadmap decision.

• Comfort owning research end to end: recruiting, moderating, synthesizing, and presenting, without a research ops team to lean on.

• Experience building a research practice or repository from scratch, not only running studies inside one that already exists.

• Strong synthesis and storytelling skills. You can turn messy interview notes and feedback board data into a clear point of view that stakeholders act on.

• Comfortable partnering directly with design on testing plans, and building a research database that go to market teams (sales, account management, marketing) can pull customer intelligence from.

• Clear, confident communication. You can present findings and defend prioritization calls to stakeholders at any level.

• Startup experience: comfortable being the first hire in a function, setting your own priorities, and adjusting scope as the company's understanding of its market evolves.

Preferred Qualifications

• Experience researching technical or AI powered products, especially where customers vary widely in technical sophistication.

• Familiarity with the MSP, IT services, or SMB software space, or with two sided customer models where a reseller sits between you and the end user.

• Experience working alongside a forward deployed or customer engineering team, or otherwise turning high touch customer engagements into structured research inputs.

• Comfort with a feedback management tool like Canny, plus the judgment to know when a single feature request is really a deeper pattern.

• Experience defining or validating user personas at a company that is still figuring out who its primary customer is.

Benefits

• Competitive salary and equity

• Comprehensive health, dental, and vision insurance; life and disability insurance, and 401(k) with match; equity.

• Hybrid schedule.

• Unlimited paid vacation.

• Opportunities for professional development and career growth.

• A collaborative and inclusive work environment.

The salary range for this role is 145k-200k.

Equal Opportunity Statement

Hatz AI is proud to be an equal opportunity employer. We are committed to building a diverse, inclusive team and welcome applicants of all backgrounds, identities, and experiences. We do not discriminate on the basis of race, color, religion, sex, sexual orientation, gender identity or expression, national origin, age, disability, veteran status, or any other characteristic protected by applicable law. We believe that diverse perspectives make for better products and a stronger company — and we're actively working to build a team that reflects that belief.

Ready to shape the future of AI for businesses that depend on it?

We’d love to hear from you.