Director, User Experience Research
Are you looking for an opportunity where your skills and enthusiasm make a difference and where your voice will be heard? At RingCentral our award-winning environment is high-energy, team-oriented and committed to providing world-class service for its customers. We’re the #1 global cloud-based, communications provider, growing at more than 30% annually and we’re looking for team-members with an entrepreneurial spark!
RingCentral fosters career development and provides leadership training, education, workshops, and coaching for all employees. RingCentral promotes a healthy work-life balance by providing catered lunch and breakfast on a daily basis as well as a kitchen stocked with a variety of complimentary beverages and delicious snacks.
RingCentral is the largest and fastest-growing pure-play provider in this space, market capitalization of over $18 billion and we are very excited to have surpassed our previous goal of a $1 billion annual revenue run-rate ahead of schedule.
- Craig Hallum: “Predictably Exceptional Results – We’ve Come To Expect Nothing Less.”
- Deutsche Bank: “Executing like a Well-Oiled Machine.”
- Jeffries: “Firing On All Cylinders.”
- Northland: “As UCaaS Market Evolves, RNG Excels”
Job overview:
RingCentral UX (Medium Blog, Instagram) is a global team of 40+ professionals, with HQ in Belmont, CA, and encompassing interaction design, visual design, research, and copywriting. We seek to be an evolving and inclusive UX Team with the people, skills, tools, and processes to inspire and design world-class product experiences. We work closely with local Product and Engineering teams and remote development centers in Odessa, Ukraine, St. Petersburg, Russia and Xiamen, China. Our team has a voice at the executive level of the organization. We deliver our initiatives in an environment of collaboration, high productivity, and low drama.
The Director, UX Research reports to the VP of User Experience and will lead the UX Research team to create, plan and execute research initiatives that influence how we build delightful products. Your role will be to develop a cohesive strategy, grow the team, scale our processes and improve the usability of our product, and influence roadmap decisions.
As a natural leader, you have the desire and commitment to mentor and support the team you are managing and building. You’ll inform and inspire teams by collaborating with cross-functional stakeholders to ensure decisions for product roadmap are made with educated information. Your strategies will shape and define the foundation for User Experience discipline at RingCentral and help make research a core pillar for the Design team and the company.
It will be your responsibility to oversee the planning and execution of research, using a variety of research methods and tools to reach each project's goals and provide rich, actionable insights to communicate across the company.
We’re looking for an enthusiastic leader to take our research practice to the next level. You’ll be working with an existing team of talented researchers that are passionate about making great products and continue to build a team of best-in-class User Experience Researchers.
Here are some ways you will make an impact:
- Build, evolve and scale research processes, standards, and tools
- Manage, mentor, coach, and inspire a team of researchers, by providing vision and direction
- Collaborate with analytics, product designers, product managers, developers, product marketing, and other stakeholders across the company to elevate the customer experience in a data driven environment
- Conduct and manage extensive product research to drive all stages of research from early product direction through summative validation
- Lead, coach and grow a team of UX researchers
- Build a knowledge base that establishes the team as thought leaders in the Unified Communications as a Service (UCaaS) space
- Lead prioritization about what we research, when to research it, and how that research is conducted by working with cross functional teams, in order to find opportunities to further improve the user experience
- Use a variety of research methods and tools to best reach the goals of each project in order to provide rich, actionable insights
- Communicate and socialize customer insights to the company in a clear and compelling way
- Drive both strategic and tactical research, that considers business objectives, for both near-term deliverables and longer-term vision/roadmaps
- Facilitate design thinking workshops, working with multiple stakeholders to drive empathy for the user, and identify ways to address unmet needs and create delight
Qualifications:
- 7+ years of experience conducting research on a variety of devices/platforms (desktop, smartphone, tablet) and managing a team of researchers
- Undergraduate or Master’s Degree in Human-Computer Interaction, Cognitive Science, Psychology, or similar
- Expert-level knowledge in conducting foundational, formative and evaluative research using of a range of qualitative and quantitative methods such as: usability testing, contextual inquiry, surveys and remote testing (using UserTesting), participatory design, ethnography, diary studies, A/B testing, etc.
- Track record of being in people leader positions, managing high performing teams, where you’ve guided and grown the managerial skills of others.
- Excellent communication, story-telling, influencing and relationship-building skills and ability to multitask multiple projects at a time.
- Experienced at designing and delivering collaborative workshops involving Design Thinking, empathy & journey mapping, persona creation, etc.
- Exceptional ability to synthesize multiple inputs (analytics, metrics, qualitative and quantitative insights) to arrive at recommendations that deliver customer-focused outcomes for the organization.
- Portfolio of work as a research practitioner on large end-to-end projects, demonstrating craft: from screener and test plan creation, to moderation/facilitation, and storytelling to socializing results and recommendations.
About RingCentral
RingCentral is the worldwide leader in cloud-based communications. Our software communications platform delivers phone, group chat, mobile communications, video calls, videoconference, contact center and AI-driven digital engagement. It’s a powerful, global presence that allows businesses to communicate anywhere, anytime with anyone.
RingCentral is headquartered in Belmont, California and has offices around the world.
RingCentral is an equal opportunity employer that truly values diversity. We do not discriminate on the basis of race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status.