Twilio - Principal, Design Researcher
Requirements
• 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! • 7+ years of experience in design research, user research, or a related field—preferably with time spent in innovation or new product development environments. • Proven track record of leading ambiguous, zero-to-one research programs in fast-paced, high-growth tech companies. • Mastery of a wide array of research methods, from ethnography and contextual inquiry to co-creation workshops and rapid concept validation. • Experience with qualitative and quantitative data, and ability to easily switch between big-picture thinking and tactical execution. • Exceptional communication, storytelling, and influence skills—executive presence a must. • Passion for working on highly cross-functional teams and an entrepreneurial, “builder” mentality. • Bachelor’s or advanced degree in HCI, Design, Psychology, Anthropology, or a related discipline. • Desired: • Experience working with AI ML technology and customer engagement platforms • Experience working in trust, security, or fraud prevention • Experience guiding innovation in a multi-sided platform environment • Portfolio or case studies illustrating your impact on breakthrough product or business opportunities • Location • This role will be remote, but is not eligible to be hired in San Francisco, CA, Oakland, CA, San Jose, CA, or the surrounding areas. • Travel • We prioritize connection and opportunities to build relationships with our customers and each other. For this role, you may be required to travel occasionally to participate in project or team in-person meetings.
Responsibilities
• Define & Lead Research: Lead end-to-end qualitative and quantitative design research across early-stage, exploratory projects; rigorously uncover customer needs, pain points, and emerging trends • Define & Lead Research: • Strategy & Opportunity Framing: Provide thought leadership and frameworks that connect research findings to business and product strategy; help teams prioritize opportunities and guide decision-making • Strategy & Opportunity Framing: • Synthesize Insights and communicate effectively: Distill complex data into clear, actionable narratives and frameworks for senior executives, product managers, and engineers • Synthesize Insights and communicate effectively: • Drive Experimentation: Collaborate with Product and Design to rapidly test new hypotheses via concepts, prototypes, and MVPs • Drive Experimentation: • Mentorship: Mentor and elevate best practices for design research across the Horizon 3 team and broader Twilio UX community • Mentorship: • Customer Advocacy: Represent the voice of the customer in every conversation. Inspire teams to build solutions that surprise and delight customers • Customer Advocacy:
Benefits
• Working at Twilio offers many benefits, including competitive pay, generous time off, ample parental and wellness leave, healthcare, a retirement savings program, and much more. Offerings vary by location. • Please note this role is open to candidates outside of Colorado, California, New York, and Washington. 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, Hawaii, Illinois, Maryland, Massachusetts, Minnesota, Vermont or Washington D.C. : $171,120.00-$213,900.00. • Based in Washington D.C., Illinois, Maryland, Massachusetts or California (outside of the San Francisco Bay Area): $181,200.00-$226,500.00. • Based in the San Francisco Bay area, California: $201,280.00-$251,600.00. • This role may be eligible to participate in Twilio’s equity plan and corporate bonus plan. All roles are generally 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. • Twilio thinks big. Do you? • We like to solve problems, take initiative, pitch in when needed, and are always up for trying new things. That's why we seek out colleagues who embody our values — something we call Twilio Magic. Additionally, we empower employees to build positive change in their communities by supporting their volunteering and donation efforts. • So, if you're ready to unleash your full potential, do your best work, and be the best version of yourself, apply now! If this role isn't what you're looking for, please consider other open positions.
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