Role Description
The Portfolio Research & Insights team is the go-to partner to identify and answer the most ambiguous/high-risk/unknown customer assumptions/decisions/hypotheses (i.e., one-way doors) in our company strategies and inform future strategic decisions. We enable the business and product to be able to execute its strategy with confidence which in turn is aligned with customer needs. You will report the Research Operations sub team and will partner with teams across the company enabling them to make customer-centric, data-driven decisions that will help guide Dropbox company innovations on a global scale. You’ll own several Customer Access Programs (CAPs), iterating on existing programs and developing new programs to improve the ease with which we can connect with customers, increase the quality of decision-making, and ensure a positive customer experience.
Responsibilities
- Enable others at Dropbox to connect with customers to make customer-centric data-driven decisions
- Own several Customer Access Programs (CAPs), initiatives, tools, such as our Customer Connections program to connect Dropbox employees with customers and UserTesting
- Evaluate the effectiveness and utilization of Customer Access Programs identifying improvements for existing programs and opportunities for new programs
- Coach and mentor Dropbox employees connecting with customers
- Prevent duplicative efforts among those using our Customer Access Programs
- Create documentation and templates to support those using Customer Access Programs
- Partner with other program owners, and the Office of the CEO (OCEO) to ensure alignment and coordinations across all Customer Access Programs
- Promote and increase engagement with Customer Access Programs
Requirements
- Hands-on experience with a variety of qualitative or quantitative research methodologies, including in-depth interviews, surveys, and usability testing
- Experience with Research tools such as UserTesting, Qualtrics, User Interviews, and Sprig
- Demonstrated you can drive business and product decisions based on research
- Worked in an ambiguous, fast-paced environment
- Collaborated with a cross-functional team spanning multiple business units and functions
- A clear and concise communicator, including written documentation
- Improved and scaled research practices across an organization
- A background in Anthropology, Computer Science, Human-Computer Interaction, Market Research, Psychology, Sociology, or a related field
- A clear and concise communicator, including written documentation
- Understanding of the end to end recruitment process for Research
- Experience with Research tools such as UserTesting, Qualtrics, User Interviews, and Sprig
Total Rewards
US Zone 1
This role is not available in Zone 1
US Zone 2
$116,300—$157,300 USD
US Zone 3
$103,400—$139,800 USD
What the Team is Saying
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What We Do
We're a global community of more than 2,000 bold visionaries and resourceful doers who are shaping the future of Dropbox—and with it the future of work. Our Virtual First model combines the flexibility of a distributed workplace with the power of human connection, making space for both meaningful work and meaningful relationships. With our start-up mindset and enterprise-level opportunities, you can be who you are and grow into who you’re meant to be. Here, you can own your impact to make work more intuitive, joyful, and human—for you as a Dropboxer and for hundreds of millions of people worldwide. If you're ready to push boundaries—and yourself— Dropbox is ready for you.
Why Work With Us
Our remote work model is a deliberate shift to provide greater flexibility, create a level-playing field, and evolve our culture to focus on people over places. Being a Virtual First company has allowed us to focus on our impact and effectiveness, by making investments in our employees according to what they need to do their best work.
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Remote Workspace
Employees work remotely.
While remote work is the primary experience for our employees, we also prioritize opportunities for quarterly in-person collaboration knowing that connection is vital to a thriving workforce. We focus on how we work, not where we work.
