Lead UX Researcher, Engage

Posted May 10

Join the team as our next Lead UX Researcher, Engage

Who we are & why we’re hiring

Twilio powers real-time business communications and data solutions that help companies and developers worldwide build better applications and customer experiences.

Although we're headquartered in San Francisco, we have presence throughout South America, Europe, Asia and Australia. We're on a journey to becoming a globally anti-racist, anti-oppressive, anti-bias company that actively opposes racism and all forms of oppression and bias. At Twilio, we support diversity, equity & inclusion wherever we do business. We employ thousands of Twilions worldwide, and we're looking for more builders, creators, and visionaries to help fuel our growth momentum.

About the job

This position is needed to help to identify and build the next wave of marketing automation features in our new suite of tools, and improve the user experience to deliver even more value to our customers.

The researcher in this role will deliver insights to fuel one of Twilio’s fastest growing product areas: Engage. You’ll work closely with various team members across design, product, marketing, and engineering to scope and lead strategic research initiatives. Your insights will influence the product roadmap and bring the user experience to the center of product decision-making.


In this role, you’ll:

  • Design and execute multi-method research projects, working collaboratively with cross-functional partners
  • Conduct discovery research to identify foundational insights about our key user audiences, and create or refine user personas
  • Conduct usability research and analyze user behaviors to identify gaps and opportunity areas in our key product experiences
  • Build research capabilities in those around you, up-leveling customer obsession across the company
  • Foster a culture of customer empathy
  • Influence research operations and processes


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!


  • 4+ years experience in user research or experience design research and strategy for software products
  • Deep understanding of different qualitative and quantitative research methods (including ethnographic interviews, user observation, surveys, in-product experimentation, diary studies, concept testing, rapid prototyping, etc.) and when to use each
  • Experience conducting research remotely
  • Experience designing, planning, and scoping research projects; roadmapping and prioritizing research; executing studies from start to finish; analyzing and synthesizing findings; generating insights; and sharing findings, insights, and recommendations with stakeholders
  • A strong design-thinking mindset and familiarity with the product development process
  • Experience working closely with cross-functional product teams to uncover insights
  • A portfolio or case studies that demonstrate insightful output and business impact
  • Strong storytelling and influence skills


  • Experience working in B2B SaaS or with Enterprise customers
  • Experience working in marketing technology


This role will be remote, and based in the USA.

Approximately 1% travel is anticipated.

What We Offer

There are many benefits to working at Twilio, including, in addition to competitive pay, things like generous time-off, ample parental and wellness leave, healthcare, a retirement savings program, and much more. Offerings vary by location.

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.

Please note this role is open to candidates outside of Colorado as well. The information below is provided for those hired in Colorado only.

If you are a Colorado applicant:

  • The estimated pay range for this role, based in Colorado, is 132,320.00 - 165,400.00.

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. This role is also eligible to participate in Twilio’s equity plan and for the following benefits: health care insurance, 401(k) retirement account, paid sick time, paid personal time off, paid parental leave.

Misc Info For This Position:

Remote Mix: 100% Remote

Position Level: Lead

Job Type: Full-Time

Regional Restrictions: USA Only

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United States


Job Info:
100% Remote

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