Zalo ★ 3.9

1. RESPONSIBILITIES

• Drive end-to-end user research initiatives to uncover user needs, behavioral patterns, and unmet opportunities for Zalo’s messaging ecosystem.
• Partner with product and business stakeholders to shape product vision and strategic roadmaps based on grounded user insights.
• Design and execute research programs to validate key assumptions, de-risk product bets, and inform planning decisions across lifecycle stages.
• Translate complex research findings into business-impacting recommendations through storytelling, frameworks, and strategic synthesis.
• Lead exploratory research to identify white spaces, reframe problem spaces, and inspire innovation in product direction.

a. Business & Strategic Impact

• Act as a thought partner to PMs and senior leadership in defining product hypotheses, prioritization frameworks, and go-to-market strategies.
• Analyze user trends, behavior shifts, and emerging communication patterns to shape product-market fit and long-term positioning.
• Collaborate with cross-functional teams to align research learnings with business metrics, adoption levers, and user value delivery.
• Champion a user-centric and evidence-based culture in strategic planning and product experimentation.

b. Competitive & Industry Intelligene

• Monitor competitor strategies, messaging models, and ecosystem shifts to identify differentiation opportunities for Zalo.
• Conduct comparative studies (e.g., heuristic audits, feature sentiment analysis, usage benchmarks) across messaging platforms.
• Track adoption trends across consumer apps, leveraging AI tools and secondary research to enrich market understanding.
• Synthesize external and internal data sources to inform forecasting and directional decisions.

c. Cross-Functional Collaboration & Data Driven Decisions

• Partner with Data, Product, Design, and other teams to embed research into the decision-making fabric.
• Build and maintain dashboards, research repositories, and frameworks that facilitate fast access to actionable insights.
• Guide teams in formulating the right questions, selecting the right methodologies, and applying insights in iterative cycles.
• Educate and mentor cross-functional teams on customer-centric strategy and lean validation approaches.

2. QUALIFICATIONS:

• 5+ years of experience in UX or product research, ideally with exposure to business planning, strategy, or product marketing.
• Strong strategic thinking with a track record of influencing product direction through evidence and insight.
• Fluent in both qualitative and quantitative methods: user interviews, concept testing, survey design, competitive audits, behavioral analytics.
• Comfortable navigating ambiguity and driving clarity in complex environments.
• Excellent communication and storytelling skills – able to connect user needs to product impact.
• Familiarity with tools such as: SPSS, SurveyMonkey, maze, dovetail or similar.
• Experience in messaging apps, social platforms, or communication ecosystems is a strong plus.
• Fluency in English and Vietnamese is required.