Senior User Researcher at PagerDuty
Toronto, CA
At PagerDuty, we believe that people do their best in a culture that fosters inclusion, innovation, and success. Our values - Community, Growth, Passion, Team and Trust - serve as the foundation of our collaborative and dynamic culture. Whether it’s conducting a retrospective, participating in our monthly Hackdays, cranking out a new product feature, supporting our two PagerDuty bands, or doing our day to day work, Dutonians live and breathe these five values every day. Together, we solve real customer issues and fulfill our mission of connecting teams to real-time opportunities and elevate work to the outcomes that matter.  
PagerDuty is looking for a talented and creative Senior User Researcher who is passionate about empowering and impacting business decisions through research, analysis, synthesis, and formulation of critical insights.
As a Senior User Researcher you have a deep knowledge of user research methodologies and best practices, you work quickly and confidently while delivering high quality output, and you understand how to drive user research strategies within agile environments.
The Senior User Researcher, reporting to the User Experience Director, is an integral member of the larger PagerDuty Experience Design team and collaborates closely with Designers, Product Managers, Development teams, and other stakeholders within the Company.

How You Contribute to Our Vision

    • You are passionate about discovering the unmet needs of PagerDuty customers. You are not satisfied until you have asked “Why?” enough times to uncover root causes of customer unhappiness, and you take great pleasure in sharing such insights with the broad PagerDuty Product and Engineering organizations. You love to bring all that you know about your research practice and customer findings to audiences so you can share with, influence, and incite others to act.
    • Through an ongoing program of inquiry, deep immersion, data collection, and synthesis, you build and maintain a rich set of artifacts that guide the work of others (journey maps, mental models, personas, and so on).
    • You engage internal stakeholders to broaden general knowledge of the benefits of user research for our organization. You are able to connect your research plans, execution, and results to Company business strategy and initiatives to demonstrate ROI.
    • Working closely with Designers and Product Managers, you enhance and extend our abilities to perform ongoing and targeted user research projects.
    • You are instrumental in efforts to validate business hypotheses.
    • You engage analytics as part of your practice and influence stakeholders using both qualitative and quantitative approaches.

About You

    • A proven record of driving change through research and user advocacy
    • Able to interface effectively with Developers, Product Managers, and Designers
    • Exceptional writing skills
    • Exceptional behavioral data-collection and analysis skills (designing, collecting, and analyzing all kinds of user data)
    • Thorough knowledge of usability methods and when to apply them
    • Comfortable with fast-paced work environment and responsibilities for multiple projects at any given time
    • Excellent communication, presentation, interpersonal and analytical skills; the ability to communicate complex concepts clearly and persuasively across different audiences and varying levels of the organization
    • Articulate, passionate, and persuasive

Desired Skills

    • 5+ years proven success leading user research projects with demonstrated impact
    • Demonstrated ability to move from data collection and analysis to actionable insights
    • A strong portfolio demonstrating past work experience and deliverables (study plans, reports, and so on)
    • MS in Human Factors, HCI, or a related field
    • A tirelessly positive attitude and team orientation
    • Actively engaged in the larger UX and User Research communities
    • Research experience with mobile and tablet devices as well as multi-platform systems
    • Experience working with design patterns

Also Nice to Have

    • Hands-on experience with lab-based user testing, remote testing, paper prototype testing, iterative prototype testing, concept testing, field research, and survey design
    • Hands-on experience with recruiting for research and presenting workshops to help others understand and value contributions of user research projects

Heidi Burns

Community Manager

Heidi joined WIN in February 2016 as Head of Community. Prior to WIN, Heidi founded Project Happy Hearts and has held positions at DocuSign, Eventbrite and H.Bloom. She studied business at Cal Poly San Luis Obispo and has her Masters in Social Entrepreneurship from University of Southern California, Marshall School of Business. As a Southern California native she enjoys spending her spare time at the beach and rooting for the Lakers.

Patrick Blute

Community Manager

Patrick Blute is from Cape Cod, Massachusetts. Before studying Sustainable Development at Columbia University, Patrick was a travel show host touring in over 54 countries. He has worked with companies such as Switch Communications, BackOffice Associates, National Geographic, and as a theatre producer in New York. He is an active alumni of the Coca-Cola Scholars Foundation and passionate about content creation, event management, and public speaking. Patrick is extremely excited to work in the intersection of technology and culture.

Jonathan Pines


jp Before joining WIN, Jonathan co-founded GiftRocket (Y Combinator W11) and was a Software Engineer at Facebook. He is also an active angel investor. Jonathan studied math at Stanford and CS at Harvard. He enjoys thinking about interesting ideas and helping founders make them happen.

Kevin Webb


kw Having grown up and been educated in Silicon Valley, Kevin has had little choice but to become completely dependent on the Internet. He studied Human Biology at Stanford, and has worked at companies such as Dash Navigation (acquired by RIM) and FunnyOrDie, as well as the Santa Clara County Public Health Department and the American Museum of Natural History in New York. Kevin’s background lies primarily in writing, web design, and social marketing, and when he’s not working on WIN, he’s generally spending time with friends or writing field shows for the Stanford Band.

Jeremy Schneider


jJeremy Schneider joined WIN as a Senior Associate in January, 2011. Prior to WIN, Jeremy was a Senior Associate Consultant at Bain & Company in San Francisco, where he focused on technology companies and worked in the Private Equity Group. He graduated Summa Cum Laude, Phi Beta Kappa from Dartmouth College, where he majored in History. He has a Master’s degree in Economic and Social History from The University of Oxford, where he was a Clarendon Scholar. Jeremy grew up in the Bay Area and is thrilled to have the opportunity to work closely with entrepreneurs and to immerse himself in the world of start-ups.

Michael Neril

Co-Founder and Affiliate

Michael has worked with technology startups for 15 years as an advisor, investor, co-founder or operator.   Michael is a co-foundmner of Webb Investment Network (“WIN”), which he launched in 2010. As Managing Director, Michael led all investment activities for the firm, focused largely on enterprise cloud applications, marketplaces, and mobile marketing platforms, investing in over 50 companies across these sectors. Prior to WIN, Michael worked at LiveOps, a cloud-based contact center and labor marketplace, where he ran business development for its next-generation virtual work marketplace.  While there, he also incubated and ran the fastest growing product line within the Company. Michael joined LiveOps after it acquired the second of two technology startups which he co-founded called Ooreka, a virtual work marketplace.  Michael started his career as an investment banker in ING Barings’ Technology Group where he primarily advised venture-backed startups on M&A and corporate finance activities. Michael is also a mentor at several startup accelerators. Michael earned a BA in International Relations from Tufts University.  

Maynard Webb


mw Maynard Webb is a 30-year veteran of the technology industry. An active leader in the technology and business community, Maynard serves as a board member, investor, philanthropist and mentor to young entrepreneurs. As the founder of the Webb Investment Network (WIN), a seed investment firm dedicated to nurturing entrepreneurs, Maynard brings his experience developing and leading high-growth companies. WIN provides its portfolio companies with mentorship and on-demand access to an affiliate network of over 80 industry experts.

Irene Webb


“iw” Irene has been involved in the tech world since 1982. After graduating Rutgers with a degree in statistics, and forecasting sales for Breck and Pine Sol products at American Cyanamid, she went on to earn her MBA from East Carolina University. Eager to begin her tech career outside of her home state of New Jersey, she took a programming job (and later finance roles) with IBM in Boca Raton, Florida where she first met Maynard. Irene later worked at Thomas Conrad and then Quantum Corp before taking leave to focus on her family. She came out of retirement in 2010 to manage WIN's finances. When not managing WIN's budget, Irene enjoys traveling and playing golf.

Katie So’Oto

Executive Assistant

“ks” Katie comes to WIN with years of administrative experience from her prior roles at Tellme, (a Microsoft subsidiary), Russell Reynolds Associates and most recently Sofinnova Ventures. She brings a wonderful, positive attitude and service oriented approach to her role. Katie is a bay area native and lives in Redwood City with her husband and four boys.

Dena Porter

Business Operations Manager

WINteamHeadshotsDPDena brings more than a decade of ‘behind-the-scenes’ productivity and organizational knowledge to the fast-flowing stream of information and infrastructure at WIN. She has held positions in Silicon Valley start-ups fusionOne and Baynote and has teamed with Maynard for years at eBay, LiveOps and now WIN. Dena is fascinated by all things technology keeping her in tune with WIN’s existing and prospective portfolio companies.