Director, UX Research & Customer Insight

Summary

Join Headway's mission to build a new mental health care system everyone can access. As the Director of UX Research and Insight, you will lead the team in understanding the needs of mental health providers and patients, translating insights into strategic decisions across the business. This pivotal leadership role involves tackling complex questions in product development, marketing, sales, and customer experience, partnering with executives and cross-functional leaders. You will build scalable research programs, and your team's work will directly impact thousands of providers and millions of patients. The role requires 5+ years of experience as a people manager and as an IC researcher in a company with mature research practices. Headway offers a competitive total rewards package including robust health and wellness benefits, retirement savings, and equity.

Requirements

• You have 5+ years of experience as a people manager with a track record of building and leading high performing teams that have effectively delivered business outcomes through technical investments
• You have 5+ years of experience as an IC researcher in a company with mature research practices
• You are able to see things at a 300-ft view, while driving ground floor initiatives
• You have a strong product mindset, having built strong cross-functional relationships that build trust with users and influence product strategy and roadmaps
• You demonstrate executive presence and effectively communicates research value to C-suite and board-level stakeholders
• You have experience driving Voice of Customer or customer sentiment measured programs

Responsibilities

• Lead and develop a world-class team of researchers with diverse expertise, including qualitative and quantitative research, UX research, market research, and clinical research, as well as program managers
• Cross-functional leadership for cultivating customer centric culture and programs: Voice of Customers, Touch Grass, Dogfooding
• Operational excellence in establishing repeatable team processes and forums to facilitate the sharing of insights
• Balance different research and experiment methodologies to address business needs
• Implement and oversee a centralized research repository for knowledge sharing
• Establish scalable and foundational customer insight artifacts: including persona, JTBD, customer journeys, etc
• Select and manage key research tools and platforms (UserTesting, Qualtrics, etc.)
• Drive research initiatives that inform executive decision-making and product strategy with senior ICs
• Translate business questions into actionable research plans
• Present impactful insights to leadership, highlighting strategic implications

Benefits

• Equity compensation
• Medical, Dental, and Vision coverage
• HSA / FSA
• 401K
• Work-from-Home Stipend
• Therapy Reimbursement
• 16-week parental leave for eligible employees
• Carrot Fertility annual reimbursement and membership
• 13 paid holidays each year as well as a Holiday Break during the week between December 25th and December 31st
• Flexible PTO
• Employee Assistance Program (EAP)
• Training and professional development