Principal, Design Researcher

5 hours, 53 minutes ago
Full-time
Lead
Design and User Experience
Twilio

Twilio

Twilio is a cloud communication company that offers Communication APIs for SMS, Voice, Video, and Authentication, empowering developers to embed communication capabilities into their software applications globally.

Diversified Telecommunication Services
5K-10K
Founded 2008

Description

  • Lead end-to-end qualitative and quantitative design research for early-stage, exploratory innovation projects.
  • Uncover customer needs, pain points, and emerging trends through structured research.
  • Translate research findings into strategy and opportunity frameworks that inform product and business decisions.
  • Distill complex insights into clear narratives for senior executives, product managers, and engineers.
  • Collaborate with Product and Design to test hypotheses through concepts, prototypes, and MVPs.
  • Mentor teammates and elevate design research best practices across the Horizon 3 team and broader UX community.
  • Advocate for the customer and help teams build solutions that delight users.

Requirements

  • 7+ years of experience in design research, user research, or a related field, preferably in innovation or new product development.
  • Proven experience leading ambiguous, zero-to-one research programs in fast-paced, high-growth tech companies.
  • Mastery of research methods including ethnography, contextual inquiry, co-creation workshops, and rapid concept validation.
  • Experience working with both qualitative and quantitative data.
  • Exceptional communication, storytelling, and influence skills with strong executive presence.
  • Experience working on highly cross-functional teams with an entrepreneurial builder mindset.
  • Bachelor’s or advanced degree in HCI, Design, Psychology, Anthropology, or a related discipline.
  • Experience working with AI/ML technology and customer engagement platforms preferred.
  • Experience working in trust, security, or fraud prevention preferred.
  • Experience guiding innovation in a multi-sided platform environment preferred.
  • Portfolio or case studies showing impact on breakthrough product or business opportunities preferred.

Benefits

  • Competitive pay with location-based salary range of $171,120 to $251,600.
  • Equity plan eligibility and corporate bonus plan eligibility.
  • Healthcare coverage and health care insurance.
  • 401(k) retirement account and retirement savings program.
  • Paid sick time, paid personal time off, and generous time off.
  • Paid parental leave and ample parental and wellness leave.
  • Remote work flexibility, with occasional travel for in-person meetings.

Interested in this position?

Apply directly on the company website

Apply Now

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