Researcher, Customer Experience

Who We Are Verkada is transforming how organizations protect their people and places with an integrated, privacy-sensitive AI-powered platform that includes solutions for video security, access control, air quality sensors, alarms, intercoms, and visitor management. We’ve got serious momentum in the market: more than 30,000 customers (including 100+ of the Fortune 500), a $5.8B valuation , more than $1 billion in annualized bookings, and backing from CapitalG, Sequoia Capital, General Catalyst, Felicis Ventures, Next47 and more. Physical AI is one of the most consequential technology shifts of our time, and Verkada is at the center of it. You can look at all kinds of communities to see our platform’s impact in the world. It's the retailer that uses our agentic AI to deter theft before it happens. The warehouse that uses AI-powered alerts to make sure its team is protected on the floor with proper PPE. The school that’s alerted to a threat in real-time and triggers a lockdown in seconds, not minutes. We’re rapidly scaling this impact: today, more than 2 million Verkada devices are deployed across 170+ countries. The Role We are looking for a brilliant, highly curious Customer Experience Researcher who moves at startup speed to join our Design team and help us scale our customer research footprint across our physical security and smart hardware product lines. This is a true "full-stack" role: you own the research operations as much as the insights. We need a high-aptitude researcher who will hustle to build their own network of customers, run their own recruiting pipelines, and get out into the field to have deep, strategic conversations. You will engage with everyone from the C-suite executives using our software to the partners mounting our hardware. What You’ll Do • Own the Ops (Recruiting & Network Building): You won't wait for participants to come to you. You will actively source, screen, and schedule your own panels. You'll build and nurture an ongoing network of VPs, partners, and installers to ensure a constant pipeline of strategic feedback. • Move at Verkada Speed: Conduct rapid, tactical research—contextual inquiries, prototype evaluations, and mockup reviews—that directly impacts product decisions before features ship. • Engage with Executives: Lead strategic research conversations with our B2B customers. You will regularly interact with IT Directors, VPs, and C-Suite executives to understand their high-level operational needs. • Own the Field (Travel): Travel approximately once a month to conduct on-site contextual inquiries. You’ll observe the physical realities of our partners and installers, learning exactly what they need to deploy our hardware successfully in the real world. • Bridge Hardware & Software: Research the complete user journey, understanding how different users spend their time in the Verkada Command software platform, and how that connects to the physical installation of our devices. What You Bring • High Aptitude & Curiosity: A couple of years of UX/Product research experience is preferred, immense curiosity, and a growth mindset matter just as much. We want someone eager to adapt to our fast-paced environment. • Operational Hustle: You are comfortable rolling up your sleeves to handle the logistics of research—from writing screeners to target customers and managing outreach and scheduling. • Executive Presence: You are highly articulate, confident, and comfortable commanding a room or leading a Zoom call with enterprise decision-makers and executives. • Cross-Functional Collaboration: You thrive on human connection. You prefer deep, qualitative interviews over monitoring anonymous usability metrics. • Hardware Willingness: You don't need prior hardware or industrial design experienc