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Director, UX Research

GoHighLevel· Product Design
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Remote$200k - $250kEE Full-TimePosted 1w ago

About the role

Director, UX Research (M5) leading a senior research team in a remote-first, global setting to drive deep customer understanding and influence product and company strategy.

Responsibilities

  • 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

Qualifications

  • 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

Skills

Required:UX Research LeadershipQualitative and Quantitative Methods

Benefits

  • Not explicitly listed in the description
Last updated Oct 21, 2026. Interested? Apply on the company site.

About GoHighLevel

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HighLevel is the all-in-one sales & marketing platform that agencies can white-label and resell to their clients!

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