Senior User Researcher

See yourself at Twilio

Join the team as our next Senior User Researcher.

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're on a journey to becoming a globally antiracist company that supports 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 be a key member of the User Experience team for Flex. 

At Twilio, User Researchers are a critical partner to the business, enabling teams to uncover user behaviors, needs and motivations in order to design products and services that provide value.  

In this role, you will partner closely with the product, design, and engineering teams to provide a deep understanding of target customers, and uncover opportunities to grow our customer base and create more amazing Twilio Flex experiences.

Responsibilities

In this role, you’ll:

• e a go to resource for all things research within Flex
• Be a customer advocate. Help the team ask the right questions, and bring them along in discovering actionable and insightful answers. Be a passionately vocal advocate for the Twilio Customer through all stages of research, design and development
• Generate insights that fuel ideation and innovation, and inspire world-class design, products and experiences.
• Contribute to Twilio’s User Research community & sense of pride in wearing the customers shoes
• Evangelize and educate others about UX, research, data, and user-focused processes

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:

• 3+ years of industry research experience
• Proven track record of impactful research that drives great insights and business results
• Mastery of a comprehensive toolkit of both qualitative and quantitative research methodologies and ability to come up with creative research solutions as needed
• Great storytelling with keen abilities to clearly, concisely, and persuasively communicate findings verbally and in writing
• Strong interpersonal skills with a proven record of solid connections and successful relationships
• Attention to detail, organization, and the ability to manage multiple projects simultaneously
• Proactive and self-directed with an ability to take initiative

Desired:

• Master’s degree in Human Computer Interaction, Cognitive Psychology, Human Factors, Anthropology, Information Science, or in a related field, or an equivalent combination of experience and education

Location 

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

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 $109.280 - $136.600 
• Non-Sales: Additionally, this role is eligible to participate in Twilio's equity plan.

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.