Director, UX Research

Job not on LinkedIn

🔥 0 minutes ago

🇺🇸 United States – Remote

💵 $200k - $250k / year

⏰ Full Time

🔴 Lead

🔬 UX Researcher

👻 Ghost score 5%

What it means: how likely this posting is sitting open without active hiring.How to read it: 60% or higher means we think this is a ghost. Lower scores are less of a worry.How we score it: age, reposts, open roles vs team size, how fast jobs close, and whether pay is listed.Fine print: an estimate from public data, not a judgment of the company. Real jobs can score high, so treat it as a hint, not a fact.

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HighLevel

WebsiteLinkedInAll Job Openings

201 - 500 employees

Founded 2018

💼 Consulting

📦 Logistics

☁️ SaaS

💰 Series A on 2021-11

Consulting • Logistics • SaaS

HighLevel is an all-in-one marketing and sales platform designed to help businesses grow and succeed. The platform consolidates various marketing tools into a single solution, providing features such as lead capture through landing pages, surveys, forms, and calendars, as well as tools for nurturing leads via automated messaging across multiple channels including phone, SMS, email, and social media. HighLevel offers customizable solutions like online appointment scheduling, multi-channel follow-up campaigns, and pipeline management. Additionally, businesses can build websites, funnels, and landing pages using the intuitive page builder. HighLevel supports integrating with existing systems via API, and offers a membership platform for community building and course management. The platform is targeted towards marketers and offers white-labeling options for businesses to brand the software as their own. With a community-driven development approach and award-winning support, HighLevel is focused on empowering businesses to streamline their operations and enhance their marketing efficiencies.

📋 Description

• Set the research direction for HighLevel’s AI-powered business operating system serving agencies, entrepreneurs, and SMBs • Report to the Vice President of Product Design and participate in Design Leadership • Lead a small, senior research team of one or two researchers while remaining hands-on • Align Product, Design, Engineering, Data, and Product Marketing leaders on a shared research agenda • Connect customer evidence from research, product analytics, Product Marketing, and customer-facing teams • Lead foundational research on segmentation, jobs-to-be-done, customer journeys, and agency and SMB operating models • Build and run Voice of the Customer programs using NPS, CSAT, support themes, sales feedback, customer councils, and behavioral data • Lead high-stakes mixed-methods studies from framing through synthesis, recommendations, and follow-through • Scale research by training designers and product managers and providing guardrails, templates, and study reviews • Coach and develop researchers and establish expectations for craft, influence, and impact • Provide executives with concise readouts on customer insights, risks, and opportunities • Track insights through roadmap decisions and shipped changes and report research impact • Use AI-powered tools to accelerate synthesis and analysis while protecting quality, privacy, and customer trust • Build and scale UX Research team capability, leadership pipeline, structure, performance, career standards, and resource allocation

🎯 Requirements

• 12+ years of relevant UX research, product research, or mixed-methods research experience • 5+ years leading researchers or research programs • Proven experience leading research in complex B2B SaaS, platform, or multi-product environments • Strong body of work demonstrating research strategy, methodological judgment, clear synthesis, and measurable influence on product and business outcomes • Expert command of qualitative and quantitative methods, including interviews, field research, usability testing, survey design, segmentation, concept testing, and longitudinal research • Experience leading foundational research that changed product roadmaps or company strategy • Experience building Voice of the Customer programs • Experience enabling non-researchers to conduct sound research through training, standards, and review • Strong understanding of research design, sampling, statistical concepts, and research-confidence tradeoffs • Ability to align Product, Design, Engineering, Data, Product Marketing, and executive leaders around shared customer evidence • Excellent executive communication and experience briefing senior executives • Fluency with modern research tools such as UserTesting, Dovetail, or similar platforms • Experience with AI-assisted analysis and synthesis workflows • Experience using AI-powered tools for synthesis, analysis, documentation, or workflow acceleration • Ability to collaborate across US and India time zones • Ability to advocate for accessibility, inclusion, ethical research, and customer-aligned AI experiences

🏖️ Benefits

• 100% remote work environment • Global, remote-first organization • Opportunity to lead and develop a senior UX Research team • Career development and leadership pipeline ownership • Collaboration across US and India time zones and cultural contexts • Accessibility, inclusion, ethical research, and customer-aligned AI practices