Lead Experience Researcher

About Phocas

At Phocas, we’re on a mission to make people feel good about data. Our software helps everyday people get insights that drive better decisions — across finance, operations, sales, and beyond. We’re known for our unmatched customer love, industry-leading retention, and a culture built on openness, autonomy, and doing the best work of our lives.

We believe great ideas come from everywhere. We work flexibly, we collaborate deeply, and we’re constantly improving. If you want to join a scaling global SaaS business that genuinely cares about people and customers, Phocas is a place you can thrive.

About the Role

As our Lead Experience Researcher , you will lead the discovery of deep customer insight across our global customer base. You’ll uncover motivations, frustrations, and behaviours — then turn those findings into trusted knowledge systems that power product, customer, and commercial strategy.

You’ll also champion the democratisation of research at Phocas : enabling cross-functional teams to contribute to, access, understand, and apply insight with confidence. This role is central to our mission of developing unparalleled customer intimacy and driving smarter, more empathetic decisions across the business.

What You’ll Be Doing

Drive customer insight at scale

• Design and embed a scalable, organisation-wide continuous opportunity discovery practice
• Plan and run mixed-method research : interviews, workflow observation, JTBD studies, diary studies, usability tests, and more
• Map end-to-end workflows across industries and personas to reveal unmet needs and opportunities

Codify and centralise insight

Elevate research impact & capability

What We’re Looking For

Phocas is an Accredited Employer and typically we are strong supporters of international talent, but due to current visa settings and processing times, we can only consider applicants with current NZ working rights .

Why Phocas?

Phocas is an Equal Opportunity Employer.

All qualified applicants will receive consideration without regard to race, colour, religion, sex, national origin, sexual orientation, gender identity, disability, or veteran status.

Recruiters, please note : We don’t accept unsolicited agency resumes

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