Director, UX Research

This is a fully remote position, open to applicants in United States.

📋 Description

• Establish the research strategy for HighLevel’s AI-driven business operating system tailored for agencies, entrepreneurs, and small to medium-sized businesses (SMBs).

• Report directly to the Vice President of Product Design and actively engage in Design Leadership.

• Oversee a compact, senior research team consisting of one or two researchers while maintaining a hands-on role.

• Coordinate with leaders in Product, Design, Engineering, Data, and Product Marketing to create a unified research agenda.

• Integrate customer insights from research, product analytics, Product Marketing, and customer-facing teams.

• Drive foundational research on segmentation, jobs-to-be-done, customer journeys, and the operational models of agencies and SMBs.

• Develop and manage Voice of the Customer programs utilizing NPS, CSAT, support themes, sales feedback, customer councils, and behavioral data.

• Direct high-stakes mixed-methods studies from initial framing through to synthesis, recommendations, and follow-up actions.

• Enhance research scalability by training designers and product managers, providing guidelines, templates, and study reviews.

• Mentor and nurture researchers, establishing clear expectations regarding their craft, influence, and impact.

• Deliver succinct briefings to executives on customer insights, risks, and opportunities.

• Monitor insights related to roadmap decisions and implemented changes, and report on research impact.

• Utilize AI-driven tools to expedite synthesis and analysis while ensuring quality, privacy, and customer trust are upheld.

• Build and expand the capabilities of the UX Research team, including leadership development, structure, performance metrics, career standards, and resource allocation.

⛳️ Requirements

• Over 12 years of pertinent experience in UX research, product research, or mixed-methods research.

• At least 5 years of experience leading researchers or overseeing research programs.

• Demonstrated success in conducting research within complex B2B SaaS, platform, or multi-product settings.

• A robust portfolio showcasing research strategy, methodological expertise, clear synthesis, and measurable impact on product and business outcomes.

• Mastery of qualitative and quantitative methods, including interviews, field research, usability testing, survey design, segmentation, concept testing, and longitudinal research.

• Proven history of leading foundational research that has influenced product roadmaps or corporate strategy.

• Experience in creating Voice of the Customer programs.

• Skill in empowering non-researchers to perform effective research through training, standards, and reviews.

• Strong comprehension of research design, sampling, statistical concepts, and the trade-offs related to research confidence.

• Ability to align Product, Design, Engineering, Data, Product Marketing, and executive leaders around shared customer insights.

• Exceptional executive communication skills and experience presenting to senior executives.

• Proficiency with contemporary research tools such as UserTesting, Dovetail, or similar platforms.

• Experience with AI-enhanced analysis and synthesis workflows.

• Familiarity with using AI-powered tools for synthesis, analysis, documentation, or workflow optimization.

• Capability to collaborate across time zones in the US and India.

• A commitment to advocating for accessibility, inclusion, ethical research practices, and customer-focused AI experiences.

🏝️ Benefits

• Fully remote work environment.

• A global, remote-first organization.

• Opportunity to lead and cultivate a senior UX Research team.

• Ownership of career development and leadership pipeline initiatives.

• Collaboration opportunities across US and India time zones and various cultural contexts.

• Commitment to accessibility, inclusion, ethical research, and customer-centric AI practices.