UX Researcher: Integrations 



At Segment, we believe companies should be able to send their data wherever they want, whenever they want, with no fuss. Unfortunately, most product managers, analysts, and marketers spend too much time searching for the data they need, while engineers are stuck integrating the tools they want to use. Segment standardizes and streamlines data infrastructure with a single platform that collects, unifies, and sends data to hundreds of business tools with the flip of a switch. That way, our customers can focus on building amazing products and personalized messages for their customers, letting us take care of the complexities of processing their customer data reliably at scale. We’ve recently joined forces with Twilio, the world’s leading cloud communication platform that enables businesses to engage customers across all channels, from text to Whatsapp to email. This means we can deliver even more value to our customers as we design the customer engagement platform of the future.

 

Who We Are:

 

The mission of research at Segment is to discover game-changing insights, identify top customer problems, and build customer empathy across the company. As a UX Researcher, you will work collaboratively with cross-functional team members across design, product, marketing, and engineering to scope and execute strategic research initiatives. Your insights will influence product roadmap and help bring the customer to the center of key decision-making. You will also work to help build research capabilities via coaching and training, up-leveling customer-obsession muscles across the organization.

 

The researcher in this role will generate insights to fuel the crux of Segment’s user experience: our core Connections and integrations experience. Segment’s goal is to be the easiest way to integrate customer data with any marketing or analytics product on the market - and your work will be mission critical to delivering that value via a fantastic user and developer experience.

 

Who we’re looking for:

  • You are customer obsessed. You hold the customer at the center of every decision made, and are a constant advocate for customer insights and customer empathy.
  • You are curious. You’re always asking “why”, and you have multiple research methods in your toolkit to help you get to the answer.
  • You are insightful. You can capture and present findings in compelling ways, and can help turn those insights into action.
  • You are nimble. You can improvise on a tight timeline, get creative with your methods based o needs and constraints, and strike a balance between speed and rigor.
  • You are collaborative. You are comfortable coaching and facilitating teams, and you’re transparent and communicative with cross-functional teammates and stakeholders.
  • You are hungry. You can take initiative to scope and create project plans, recruit and schedule participants

 

Where you’ll have impact:

 

  • Deeply understand our customers. Conduct research to identify foundational insights about our key customer segments and create customer profiles or personas. Conduct usability audits and analyze customer behaviors to identify gaps and opportunity areas in key product experiences.
  • Discover strategic opportunities. Identify unsolved pain-points in current user workflows and help design better solutions. Explore uncharted opportunity areas and brainstorm features to solve unmet needs.
  • Iterate and refine product market fit. Structure rapid prototyping or concept testing to learn quickly from customers. Test content with customers to refine messaging and value propositions. 

Requirements:

  • 2+ years experience in user research or design strategy for a software product
  • Deep understanding of different research methods across qual and quant (including ethnographic interviews, user observation, surveys, in-product experimentation, diary studies, concept testing, rapid prototyping, etc.)
  • 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 that demonstrates insightful output and business impact
  • Strong storytelling and influence skills

Bonus points:

  • Experience working in B2B SaaS or with Enterprise customers
  • Experience researching technical use cases 
  • Experience designing for developers
  • Hard design skills (especially in communication design or prototyping)

 

Segment is an equal opportunity employer. We believe that everyone should receive equal consideration and treatment. Recruitment, hiring, placements, transfers, and promotions will happen based on qualifications for the positions being filled regardless of sex, gender identity, race, religious creed, color, national origin ancestry, age, physical disability, pregnancy, mental disability, or medical condition.

Apply for this Job

* Required

  
  


Twilio is proud to be an equal opportunity employer

Twilio is proud to be an Equal Employment Opportunity employer. We do not discriminate based upon race, religion, color, national origin, sex (including pregnancy, childbirth, reproductive health decisions, or related medical conditions), sexual orientation, gender identity, gender expression, age, status as a protected veteran, status as an individual with a disability, genetic information, political views or activity, or other applicable legally protected characteristics. We also consider qualified applicants with criminal histories, consistent with applicable federal, state and local law. Additionally, Twilio participates in the E-Verify program in certain locations, as required by law.

Twilio is committed to providing reasonable accommodations for qualified individuals with disabilities and disabled veterans in our job application procedures. If you need assistance or an accommodation due to a disability, you may contact us at accomodations@twilio.com

 

USA - Self-Identification of Demographic Information

Twilio invites you to self-identify your personal demographic information to help continue our mission to foster inclusivity and diversity in our workplace. In keeping with the Twilio Magic, our values set the foundation for how we act, how we make decisions and how we win. These values shape our work culture and demonstrate our dedication to ensuring everyone is welcomed and supported. We invite you to self-identify your gender, race and ethnicity, sexual orientation, gender identity, and veteran status. Completing this survey is voluntary and you may select “Decline to Disclose”, but we hope you choose to participate.

Your responses to this survey will also help Twilio live up to our commitment to build inclusive teams that reflect the communities we serve. Responding is completely optional and voluntary and does not affect your standing as a candidate.  Whatever your decision, it will not be used for the purposes of any employment decision. However, we do hope that you will participate because your responses help us measure the effectiveness of our outreach and recruitment. Any information you do provide is anonymized and stored separately from your application in a confidential file, and the information cannot be viewed by your interview team or hiring manager at any time.

We hope you will join us in our commitment and enthusiasm for making Twilio a place where everyone belongs!

Voluntary Self-Identification of Gender



Voluntary Self-Identification of Race/Ethnicity








Voluntary Self-Identification of Veteran Status



Voluntary Self-Identification of Gender Identity





Voluntary Self-Identification of Sexual Orientation