Staff UX Researcher

See yourself at Twilio

Join the team as Twilio’s next Staff Researcher (L4).

Who we are 

At Twilio, we’re shaping the future of communications, all from the comfort of our homes. We deliver innovative solutions to hundreds of thousands of businesses and empower millions of developers worldwide to craft personalized customer experiences.

Our dedication to remote-first work, and strong culture of connection and global inclusion mean that no matter your location, you’re part of a vibrant, diverse team making a global impact each day. As we continue to revolutionize how the world interacts, we’re acquiring new skills and experiences that make work feel truly rewarding. Your career at Twilio is in your hands. 

About the job

This position is needed to lead “democratization” efforts at Twilio. They will be responsible for enabling and empowering our Product and UX teams to generate insights that help transform the Twilio end-to-end user experience. 

As a Staff Researcher, you will lead our democratization program at Twilio. This exciting new program will focus on ensuring that every UX designer and product manager has the training, tools, and support they need to conduct UX research and basic evaluative projects. 

You will coach, mentor, and support cross-functional team members across design, product, marketing, customer success, sales, and engineering as they learn to identify, scope, and execute strategic research initiatives to achieve our research team’s mission to, “connect every Twilion with the customer, user, and buyer evidence they need to rapidly identify and adapt to growth opportunities.” You will build research capabilities across Twilio via coaching and training, up-leveling customer-obsession muscles across the organization.

Responsibilities

In this role, you’ll:

• Design, Develop, and Deliver research training to cross-functional stakeholders with varying levels of prior research knowledge. You will work alongside your business partners—using formative and summative evaluation methods to measure learning—as they implement your feedback and coaching.
• Consult with cross-functional partners in developing lines of inquiry, methods of analysis and synthesis, and delivery of evidence-based findings. You will help stakeholders differentiate between statistical significance and business significance, understand how to operationalize theoretical saturation, and report findings in a way that helps people make informed decisions.
• Build a democratization program by partnering with UX Design, Product, and Research Operations to ensure every Twilion has the customer, user, and buyer evidence they need to rapidly identify and adapt to growth opportunities. This could include the creation of job aids, lunch and learns, seminars, video learning, or any other tools and methods you see fit to ensure that people learn how to get the evidence they need when they need it.

Qualifications 

Not all applicants will have skills that match a job description exactly. Twilio values diverse experiences in other industries, and we encourage everyone who meets the required qualifications to apply. While having “desired” qualifications make for a strong candidate, we encourage applicants with alternative experiences to also apply. If your career is just starting or hasn't followed a traditional path, don't let that stop you from considering Twilio. We are always looking for people who will bring something new to the table!

Required:

• 7+ years experience in user research for a software product or platform
• PhD or Masters degree (or equivalent experience)
• Mixed-method experience is a must! Deep understanding of qualitative and quantitative research methods and concepts (including statistical concepts like p-values, t-tests, surveys, etc. and qualitative methods like ethnographic interviews, user observation, in-product experimentation, diary studies, concept testing, rapid prototyping, etc.) 
• Ability to write research findings in a clear, concise and compelling manner to audiences with varying levels of research understanding
• A strong design-thinking mindset and familiarity with the product development process
• Experience working closely with cross-functional UX and product teams to uncover insights and vision, often via workshop facilitation
• A portfolio that demonstrates insightful output and business impact
• Very strong storytelling, presentation, and influence skills across multiple audiences
• Demonstrated ability to design and implement programs across cross-functional teams to drive measurable change

Desired:

• Experience working in B2B SaaS or with Enterprise customers
• Experience with UserTesting, Qualtrics, Optimal Workshop, and Marvin
• Experience teaching at the collegiate level
• Experience researching technical use cases 
• Experience designing and researching for developers
• Instructional design experience
• Experience building learning programs with Bloom’s Taxonomy
• PhD or Masters degree (or equivalent experience)

Location

This role will be remote, and based in the USA, but is not eligible to be hired in San Francisco, CA, Oakland, CA, San Jose, CA, or the surrounding areas

Please note this role is open to candidates outside of Colorado, California, New York, Washington and Washington D.C. The information below is provided for candidates hired in those locations only*

The estimated pay ranges for this role are as follows

• Based in Colorado or Washington D.C. : $135.920 -  $169.900USD.
• Based in New York, Washington State, or California (outside of the San Francisco Bay area): $142.920 -  $179.900USD.
• Based in the San Francisco Bay area, California: $159.920 - $199.900 USD  
• This role may be eligible to participate in Twilio’s equity plan and corporate bonus plan. All roles are eligible for the following benefits: health care insurance, 401(k) retirement account, paid sick time, paid personal time off, paid parental leave.

The successful candidate’s starting salary will be determined based on permissible, non-discriminatory factors such as skills, experience, and geographic location within the state. 

Applications for this role are intended to be accepted until October, 18th, 2024 but may change based on business needs.

Twilio is proud to be an equal opportunity employer. Twilio is proud to be an Equal Employment Opportunity and Affirmative Action employer. We do not discriminate based upon race, religion, color, national origin, sex (including pregnancy, childbirth, reproductive health decisions, or related medical conditions), sexual orientation, gender identity, gender expression, age, status as a protected veteran, status as an individual with a disability, genetic information, political views or activity, or other applicable legally protected characteristics. We also consider qualified applicants with criminal histories, consistent with applicable federal, state and local law. Qualified Applicants with arrest or conviction records will be considered for Employment in accordance with the Los Angeles County Fair Chance Ordinance for Employers and the California Fair Chance Act. Additionally, Twilio participates in the E-Verify program in certain locations, as required by law.

Twilio is committed to providing reasonable accommodations for qualified individuals with disabilities and disabled veterans in our job application procedures. If you need assistance or an accommodation due to a disability, please contact us at [email protected].