Director, UX Research

Overview

Lead HighLevel's UX research function as a Director, setting research direction across the platform, leading a small senior research team and personally leading the company's highest-stakes studies.

What you'll do

• Align Product, Design, Engineering, Data and Product Marketing leaders on a shared research agenda so teams invest in the highest-impact questions instead of running competing studies
• Connect customer evidence across research, product analytics, Product Marketing and customer-facing teams into one shared view of customer needs and opportunities
• Lead foundational research, including segmentation, jobs-to-be-done, customer journeys and agency and SMB operating models, that informs company and portfolio strategy
• Build and run Voice of the Customer programs that synthesize NPS, CSAT, support themes, sales feedback, customer councils and behavioral data into recurring, decision-ready insight
• Personally lead high-stakes, mixed-methods studies from problem framing through synthesis, recommendation and follow-through
• Scale research across teams by training designers and product managers, providing guardrails, templates and study reviews, and keeping democratized research rigorous
• Coach and develop the researchers on your team, setting clear expectations for craft, influence and impact
• Keep HighLevel executives informed through regular, concise readouts on customer insight, emerging risks and opportunities
• Track insights through to roadmap decisions and shipped changes, and report the impact research has on product and business outcomes
• Use AI-powered tools thoughtfully to accelerate synthesis and analysis while protecting research quality, privacy and customer trust
• Collaborate effectively across US and India time zones in a 100% remote environment
• Build and scale a high-performing UX Research team, owning talent capability, leadership pipeline, team structure, performance and career development standards, and resource allocation to meet evolving product and business priorities

What you'll need

• 12+ years of relevant UX research, product research or mixed-methods research experience, including 5+ years leading researchers or research programs
• Proven experience leading research in complex B2B SaaS, platform or multi-product environments
• A strong body of work that demonstrates 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
• Demonstrated experience leading foundational research that changed product roadmaps or company strategy, not only feature-level decisions
• Experience building Voice of the Customer programs and enabling non-researchers to conduct sound research through training, standards and review
• Strong understanding of research design, sampling, statistical concepts and the tradeoffs behind different levels of research confidence
• Proven ability to align Product, Design, Engineering, Data, Product Marketing and executive leaders around shared customer evidence
• Excellent executive communication, with experience briefing senior executives clearly and concisely
• Fluency with modern research tools such as UserTesting, Dovetail or similar platforms, along with AI-assisted analysis and synthesis workflows

Nice to have

• Experience researching AI-powered, automation-heavy, CRM, marketing technology, platform or SMB software experiences
• Experience using AI-powered tools for synthesis, analysis, documentation or workflow acceleration

Details

• Reports to the Vice President of Product Design and is a member of Design Leadership
• 100% remote, collaborating across US and India time zones
• Leads a small, senior research team of one or two researchers while remaining a hands-on practitioner