B2B Research Lead

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AppleCare Digital crafts alluring digital content and experiences to help people get the most out of their Apple products. We make it easy for everyone to learn about, use, and maintain all of their Apple software and hardware.

The AppleCare Digital User Research team is seeking an experienced B2B User Research Lead to drive research initiatives for B2B services and support products. In this role, you will help shape our B2B research practice and execute mixed-methods research programs that balance statistical rigor with deep user empathy. You will collaborate closely with cross-functional teams to inform our thinking in how best serve our B2B customers.

Description
As a B2B User Research Lead you will drive research initiatives that deepen our understanding of B2B customers and their needs. Partnering closely with design, product, researcher peers, and other cross-functional teams, you'll identify insight gaps, prioritize high-impact research opportunities, and develop research studies that tests ideas, evaluate prototypes, and uncovers ways to improve experiences.

You will oversee all aspects of project execution in-house as well as with research vendors, which include but are not limited to research documents development (surveys, screeners, interview guides, stimuli), data analyses, report development, and insights communications. A critical part of this role is conducting high quality mixed-method research, integrating findings from multiple data sources, and effectively engaging business teams with user insights.

Responsibilities include:

Research Operations & Strategy

- Develop research roadmaps aligned with business goals and product timelines

- Partner with designers, product managers and account leads to define research questions and translate findings into actionable insights

- Establish B2B research methodologies and standards to ensure consistency and reliability

- Identify and manage appropriate tools and platforms for data collection, analysis, and reporting

- Synthesize findings across methods and studies to surface robust insights about B2B user needs, problems, and experience design

User Experience & Mixed-Methods Research

- Design and deliver integrated research programs that combine surveys, interview-based studies, and usability testing

- Apply mix-method best practices to understand user workflows, friction points, mental models, and decision-making in complex B2B contexts

- Partner with design and product teams to evaluate assumptions, test concepts, and iterate on solutions

- Integrate UX analytics, UX testing, and survey to evaluate and optimize experiences

Quantitative Research & Data Analysis

- Lead quantitative research efforts - including surveys and behavioral data analysis - to inform product and experience strategies

- Supervise survey logistics, including sampling, recruitment, and data collection quality across diverse B2B audiences

- Conduct statistical analyses to identify patterns, trends, and opportunities that guide design and product decisions

Minimum Qualifications

Bachelors with 8+ years of experience with a concentration in Market Research, Psychology, Anthropology, Statistics for Behavioral Sciences or similarly relevant field focused on user experiences and analytics

Strong foundation in mixed-method research, with emphasis on quantitative methods, UX/usability studies, market research, and applied statistics

Strong understanding of UX research methods, product development cycles, and user-centered design principles
Past experience conducting research studies on B2B customers

Experience conducting usability testing studies on B2B software, accounting for the complexity of multi-user workflows, admin dashboards, and API consideration (highly preferred)

Proven ability to translate insights into actionable recommendations that drive product, user experience, and business impact

Proven track record of independently designing and executing quantitative research, including survey design, experimental design, statistical analysis

Hands-on experience in user analytics, including pulling data from enterprise systems and correlating behavioral data with research findings

Experience working in agile, cross-functional teams, comfortable navigating ambiguity, and proactively identifying where research can drive impact

Highly autonomous and collaborative, with a passion for methodological innovation and customer empathy

Fluent in using analytics tools (like R, SQL, SPSS, SAS, etc.) to analyze research and behavioral data

Preferred Qualifications
Master's degree in a related field of study with 6+ years of applicable experience or a PhD with 3+ years of experience

Experience with client and vendor side is preferred
Experience conducting usability testing studies on B2B software, accounting for the complexity of multi-user workflows, admin dashboards, and API consideration (highly preferred)

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