• Demonstrates a strong understanding of human behavior and customer bias, using skilled interviewing techniques to uncover underlying needs and inform product decisions. • Work closely with customers to responsibly recruit educators, students, and parents, with sensitivity to consent, privacy, and trust. • Uses the latest AI tools to scale research efforts, streamline workflows, and synthesize insights across diverse data sources. • Partner with Product teams to define and maintain clear research agendas and roadmaps. Develop primary research questions and objectives aligned to business strategy, ensuring research addresses critical knowledge gaps. • Select appropriate qualitative and quantitative research methods, develop comprehensive research plans, execute high-quality studies, and maintain effective touchpoints with cross-functional partners throughout the process. • Apply expertise in human behavior and human factors to analyze and synthesize research data, producing clear, actionable insights that directly address research objectives. • Influence product strategy through research-driven insights, advocating for user-centered decisions and helping stakeholders understand the value and impact of research. • Presents research findings, recommendations, and solutions to senior leadership with clarity, confidence, and executive presence. • Conduct market research and competitive analysis to identify trends, gaps, and opportunities that shape product direction. • Ensure regulatory, compliance, and privacy considerations are factored into user recruitment and data collection. • Foster a culture of collaboration, shared ownership, and continuous improvement across teams. • Other duties as assigned.

• Create course content and reference materials for L2/L3 Customer Care • Work cross-functionally with business leads to develop/refine internal process documentation • Contribute to the achievement of learning partner performance by using data to tell a story • Act as an interpreter cross-departmentally • Facilitate Department Level Trainings and Support SME delivery • Design and revamp learning curriculums • Collaborate with subject matter expertise and business owners to address trends • Find ways to address gaps in employee learning and design feedback processes

• Lead the design life cycle for products. • Partner with PMs, Developers, other Product Designers, and clients to define requirements. • Conduct UX research, including user interviews and usability tests. • Create UX and UI deliverables by designing medium and high fidelity wireframes. • Demonstrate interactions and user flows by creating clickable/tappable prototypes. • Align design decisions with client business goals and KPIs. • Establish visual design guidelines exploring typography, colors, logos, imagery, illustrations, and iconography. • Prepare designs for handoff by creating atomic design systems and annotating wireframes. • Get and iterate on feedback from clients while maintaining communication and realistic expectations. • Optimize internal processes by identifying areas of improvement and proposing solutions.

• Design products and workflows that improve our users' experiences, revenue-generating opportunities, and operational efficiency. • Support and refine UX strategy accounting for products and modules across verticals, ensuring the strategy aligns with larger company goals and objectives. • Design and define the UI strategy in collaboration with the UX and brand requirements to develop intentional and ad hoc design systems • Partner with product and engineering leadership to oversee the user experience of our products from conception to launch. • Improve what already exists and formalize a user researching and testing strategy • Take the lead on defining how our design system should evolve and scale to fit the needs of the team. • Provide feedback to your design team and ensure the team is receiving input from the product, engineering, and customer experience teams