• Plan and conduct qualitative research using a range of methods, including one-on-one interviews, group-based research, contextual inquiry, and evaluative usability testing • Engage stakeholders and users across multiple roles and teams to understand needs, workflows, constraints, and opportunities • Collaborate with project teams to define research goals, user groups, and the questions, assumptions, and risks to be explored through research • Develop research plans, discussion guides, and supporting documentation • Adapt research approaches as project scope, constraints, or timelines evolve • Analyze research inputs to identify patterns, themes, risks, and opportunity areas • Incorporate findings from content audits, UX audits, workflow reviews, accessibility audits, and existing documentation as inputs to research synthesis • Triangulate qualitative findings with other available inputs (e.g., surveys, audits, operational data) to strengthen insights and recommendations • Translate research into clear, actionable insights that inform strategy, design decisions, and prioritization • Design and facilitate workshops or working sessions to validate findings, explore opportunities, or align stakeholders • Prepare materials, support facilitation planning, and synthesize outcomes • Partner closely with UX designers and project managers to ensure research insights translate into meaningful next steps • Prepare and contribute to key research outputs, including findings and insights documentation, research readouts and presentation decks, opportunity framing and early directional recommendations, and clear articulation of research-informed next steps • Present research findings to client teams, including facilitating readouts and supporting leadership discussions • Work closely with UX designers, product managers, and technical partners to integrate research into active project workflows • Review and contribute feedback on research artifacts, synthesis, or findings as part of collaborative team work

• Define and own HighLevel’s UX research strategy across the full product lifecycle - from discovery and concept validation to post-launch learning and iteration. • Investigate the competitive landscape to identify product differentiation opportunities and unmet needs across core SMB segments. • Focus research on high-leverage decisions, including product sequencing, end-to-end workflows, onboarding, activation, retention, and long-term adoption. • Own and execute customer research programs, including customer interviews, usability testing, surveys, diary studies, and quantitative signal analysis in partnership with Product and Data. • Synthesize research into clear, actionable insights that inform product direction, not just surface-level usability improvements • Build and lead a scalable UX research team (initially small, growing with impact). • Define roles, career paths, and hiring plans aligned to HighLevel’s growth stage. • Partner deeply with Product and Design leadership to embed research into planning cycles. • Act as the voice of the user at senior and executive levels. • Create repeatable systems for recruiting agencies, SMBs, and global users. • Translate complex findings into clear narratives that guide strategic decisions. • Help leaders understand when to invest in UX simplification vs. when complexity is acceptable.

• Work closely with leadership to understand franchise goals, then engage with project stakeholders early to understand the intended impact of their work • Design and execute end-to-end studies using a wide range of qualitative and quantitative methods to evaluate whether the player experience meets project goals. • Partner with Data Analysts & Scientists to synthesize mixed-method insights, creating a more holistic view of player behavior and sentiment • Present actionable insights back to stakeholders in a clear and compelling way while providing recommendations and ongoing design consultation • Effectively communicate your discoveries with the wider organization so that they may better understand the experience of our players • Improve the researcher process with our development team with each cycle.

• Be the expert on the users within your allocated area of coverage: know how they use the GitLab, their pain points, their workflows, etc. • Collaborate with GitLab designers, product managers and engineers on a wide array of research projects. • Conduct all stages of UX research: identifying, planning, driving, conducting, analyzing, and reporting out insights. • Use a wide variety of qualitative and quantitative research methods to apply to research questions. • Communicate out statuses and updates of project work to stakeholders. • Advocate for and socialize actionable insights independently and in a clear and compelling way to increase empathy. • Produce research insights that result in impact. • Participate in some of the research fielded by Senior and/or Staff Researchers to gain knowledge and exposure to more complex research projects. • Actively contribute to the UX Research team culture by iterating on existing processes and documentation and contributing to peer reviews.