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Core Competencies
Role fitCore Competencies
Use this summary to align your resume positioning with the role.
Demonstrates extensive expertise in UX Research and Product Research, with a strong focus on leading mixed-methods studies and building Voice of the Customer programs. Proven ability to align cross-functional teams around customer insights and drive impactful research strategies in complex B2B SaaS environments.
Highest-signal resume keywords
12+ Years UX Research Experience5+ Years Leading Research TeamsExpertise in Mixed-Methods ResearchProven Experience in B2B SaaS EnvironmentsFluency with Modern Research Tools
ATS Keywords
Tailor your resumeApplicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard Skills
Qualitative ResearchQuantitative ResearchUsability TestingSurvey DesignSegmentationConcept TestingLongitudinal ResearchResearch DesignStatistical ConceptsResearch Strategy
Soft Skills
Executive CommunicationCollaborationCoachingInfluenceAdvocacy for Accessibility
Tools & Technologies
UserTestingDovetailAI-Powered ToolsNPSCSAT
Industry Keywords
B2B SaaSVoice of the CustomerCustomer JourneysResearch ConfidenceCustomer-Aligned AI Experiences
About the role
Key responsibilities & impact- 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
What you’ll need- 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
Comp & perks- 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