• 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.

• This role serves as a UX Research expert responsible for leading discovery and usability testing initiatives to improve caseworker experience, reduce workload, and modernize eligibility and compliance processes. • Translate frontline user insights into actionable research artifacts that inform product decisions, automation opportunities, and a prioritized roadmap aligned with evolving regulatory requirements. • Lead UX discovery and usability testing sprints to identify pain points, inefficiencies, and opportunities for innovation within eligibility and compliance workflows. • Conduct qualitative user research including interviews, shadowing, and direct observation of frontline staff to understand real-world processes and constraints. • Analyze existing systems, integrations, and data flows to assess usability impacts and operational bottlenecks. • Map end-to-end user journeys to document current-state experiences and define future-state improvements. • Produce actionable UX deliverables such as journey maps, personas, user stories, usability findings, and supporting research artifacts. • Develop and maintain a prioritized roadmap of automation and modernization opportunities informed by research outcomes. • Collaborate closely with project managers, product managers, designers, developers, and program staff to translate insights into production-ready solutions. • Communicate complex research findings and design recommendations clearly to cross-functional and non-technical stakeholders. • Build strong, trusted relationships with stakeholders and represent the voice of the user throughout design and implementation efforts. • Support iterative and agile development processes by providing continuous UX input from ideation through execution.