Head of UX Research

HubSpot Remote (United States)

The HubSpot product team is passionate about helping small and medium-sized businesses grow better by building the tools that help them market, sell, and support their customers and teams. We build products for more than 125,000 customers in over 100 countries around the world. When our customers grow, we grow, and our need for empathetic, adaptable, and remarkable leaders has grown too.

The User Experience team is looking for a User Research leader to grow our UX research function. Today this talented group of 35 (and growing) has a tremendous impact on our customers and the business, and the right leader will help to increase this impact. We’re looking for someone with a strong vision for how to scale a research function embedded in a customer-first culture, and someone who can execute a vision to measure product quality across our platform. Importantly, this role is critical in achieving a high bar for ease-of-use for our customers.

This leader will also be empowered to shape a team of strong leaders, build a community of practice, and partner with senior UX leaders to anticipate how to support our rapidly scaling and distributed team. We value leaders who are empathetic and supportive coaches that can use their vision to support a large, dynamic organization.

Our UX leaders have these things in common: They develop strategic partnerships with leaders across the business, they go deep in a problem space and translate their vision into an experience strategy, they coach strong leaders, and they build diverse and inclusive teams.

In this role, you’ll get to:

  • Lead the user research practice within the UX team, with a mission to increase the impact of research to our customers and the business by building a remarkable team
  • Establish a North Star vision for researchers to rally around our goal to become the Easiest to Use CRM for Scaling Companies.
  • Foster a sustainable research culture and develop a deep sense of community focused on continued learning
  • Create a vision for and lead a program to measure product quality across the product for key user journeys, bringing insights to cross-functional product teams (specifically: usability JIRAs, CSAT data, usability baseline tests, engagement metrics)
  • Execute a vision to extend research practices to the entire business through scalable, self-serve means
  • Collaborate with senior leaders in UX, Product, Engineering, and our enablement partners to support the needs of the team in alignment with our product roadmap and business goals
  • Partner with leaders across the business to drive and resource parallel or complementary research initiatives.
  • Align research work streams across individual product lines, seeking efficiency and bringing rich insights to teams
  • Build strong partnership with Voice of Customer and Customer Experience Measurement teams, aligning user research insights with other key customer listening posts
  • Partner with market research and competitive intelligence teams, aligning user research insights with key GTM strategy insights
  • Partner with research operations to ensure recruiting and tooling efficiency and support the maintenance of a central research repository
  • Thoughtfully organize and scale a team of leaders, aligning strengths to customer problems, and providing opportunities for career growth 
  • Support and empower autonomous teams to succeed by creating a psychologically safe and inclusive environment
  • Partner with UX leadership to reinforce the vision, strategy and values of the UX org to help HubSpot UX become a world class team
  • Collaborate with Recruiting to build an exceptional and diverse team

We’re looking for people who:

  • Have experience scaling a design research team embedded within a product development environment
  • Can create and deliver research programs at scale that support the development of successful and intuitive products⁠ — we value consumer-grade experience in solving enterprise-level problems 
  • Have led research teams in high complexity, multi-segment platform environments
  • Excel working closely with design, product and engineering leaders to establish research objectives, high-level strategies, and key results for researchers
  • Understand how to work with research operations to identify process and tooling efficiencies
  • Have a developed sense for how to balance speed, quality, and consistency of research 
  • Are skilled at coaching researchers at all levels of their professional development & providing mentorship, goal setting and accountability alike
  • Can identify overlaps and efficiencies between team members’ projects
  • Have confidence delivering clear, direct and actionable feedback and won’t shy away from confronting difficult situations or increasing communication when there’s friction or uncertainty
  • Understand of how to foster team health and bring a sense of mission to their group and to the broader UX team

We know the confidence gap and imposter syndrome can get in the way of meeting spectacular candidates, so please don’t hesitate to apply — we’d love to hear from you.

 

About HubSpot

HubSpot (NYSE: HUBS) is a leading customer relationship management (CRM) platform that provides software and support to help businesses grow better. We build marketing, sales, service, and website management products that start free and scale to meet our customers’ needs at any stage of growth. We’re also building a company culture that empowers people to do their best work. If that sounds like something you’d like to be part of, we’d love to hear from you.

You can find out more about our company culture in the HubSpot Culture Code, which has more than 5M views, and learn about our commitment to creating a diverse and inclusive workplace, too. Thanks to the work of every employee globally, HubSpot was named the #4 Best Place to Work on Glassdoor in 2021, and has been recognized for award-winning culture by Great Place to Work, Comparably, Fortune, Entrepreneur, Inc., and more.

Headquartered in Cambridge, Massachusetts, HubSpot was founded in 2006. Today, thousands of employees work across the globe in HubSpot offices and remotely. Visit our careers website to learn more about culture and opportunities at HubSpot. 

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