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Creative Director, Design System

Waltham, MA or Remote

At Constant Contact, we are seriously awesome people who take ownership and make an impact by operating with the mindset, integrity and courage of a small business owner. There’s something so profoundly rewarding about knowing that your work is empowering people everywhere to pursue their dreams.  Here, we all play an integral part in helping business owners, entrepreneurs, non-profits and individuals to succeed by giving them all the help and tools they need to grow online. We’re energized by new challenges and new possibilities-and we’re just getting started!

The Senior User Experience Researcher is a strategic, experienced, and highly autonomous individual contributor (IC) responsible for uncovering deep customer insights that drive significant impact. This role’s primary mission is to proactively drive strategic discovery research to identify high-leverage problems and opportunities within the customer experience. You will be instrumental in aligning the product strategy to our target audiences' intent and unmet needs, informing where Constant Contact should invest next to enhance the product portfolio. You will not just report findings; you will translate complex insights into compelling narratives and actionable recommendations that directly influence executive decision-making.

What You'll Do:

  • Strategic Discovery & Problem Identification: Lead and own the strategic discovery research roadmap for your product domain. Proactively plan and execute studies specifically designed to identify fundamental customer problems and emergent opportunities for the product experience, ensuring alignment with target audience intent and core needs.
  • Mixed-Methods Execution: Design, conduct, and analyze a broad range of studies using a robust, mixed-methods approach (e.g., in-depth interviews, ethnography, longitudinal studies, complex surveys, and telemetry analysis).
  • Insight Synthesis & Strategy: Transform complex, multi-layered data into clear, concise, and compelling strategic artifacts (e.g., updated personas, intent-driven journey maps, and opportunity frameworks) that clearly articulate where and why the product strategy should pivot or accelerate.
  • Strategic Influence: Partner closely with Principal Designers, Product Leads, and Engineering Leaders to ensure research findings are effectively integrated into the long-term product strategy and directly influence prioritization and investment decisions.
  • Democratization of Research: Lead initiatives to enable and train cross-functional partners on best practices for conducting effective, lightweight research, acting as a methodological consultant for embedded teams.
  • Ethical Practice: Ensure all research activities adhere to ethical guidelines, data privacy regulations (GDPR/CCPA), and internal best practices.
  • Embed AI into research workflows: Ensure speed, quality, and impact. Define what it means to work AI-natively across research internally and for our customers. Stay up to date on the latest AI-based research techniques and tools.

What You'll Bring:

  • Experience & Expertise: 5+ years of dedicated experience as a User Experience Researcher, Design Researcher, or Applied Researcher, preferably in a complex SaaS or software environment.
  • Methodological Mastery: Deep expertise in planning and executing a wide range of qualitative and quantitative research methods, with proven ability to select the right methodology to uncover strategic intent and latent needs.
  • SaaS Domain Focus: Significant experience designing research for integrated workflow tools and SaaS platforms, with a clear understanding of the small business user journey.
  • Data Translation: Proven ability to synthesize insights from various sources (user interviews, behavioral metrics, market data) to build a holistic understanding of customer behavior and identify strategic patterns.
  • Communication & Storytelling: Exceptional storytelling and presentation skills, with a track record of clearly communicating complex research findings and their strategic business implications to executive stakeholders.
  • Education: Master's degree in Human-Computer Interaction (HCI), Psychology, Anthropology, Sociology, Information Science, or a related field (or equivalent practical experience).

The specific salary offered to a candidate may be influenced by a variety of factors including the candidate’s experience, their education and work location. In addition, some roles may be eligible for additional on target commission pay or bonus. The compensation package includes health and welfare benefits including paid leave.

Pay Transparency - All Full Time Employees

$172,400 - $215,000 USD

Why You’ll Love Us:

  • We celebrate one another’s differences. We are proud of our culture of diversity and inclusion, and we're always working hard to strengthen and improve this culture. We have programs in place that bring us together on important issues and provide educational opportunities for all employees. 
  • Join the experts. If you're passionate about supporting businesses and organizations, you won’t find a better spot to share your talent. We’re dedicated to improving the quality of our product from a customer standpoint and have a true desire to enable the success of businesses, non-profit organizations, and community groups.
  • You’ll have opportunities to grow your career. We encourage and support our team members to learn different aspects of the business, take on stretch assignments, seek coaching opportunities and professional development opportunities.
  • A generous paid time off policy and a competitive benefits package that supports the health and well-being of you and your family

At Constant Contact, we’re all about work flexibility and are proud to serve our customers as a hybrid workforce. Our hybrid work model combines the convenience of remote work with access to our great office locations to collaborate in-person, participate in live trainings, and socialize with colleagues.

Application Deadline: 30 days. We may fill this job opening prior to the deadline if a candidate is selected by us.

Vision6 Pty Limited is an affiliate of Constant Contact, Inc. and a part of the Constant Contact group of brands.

Constant Contact is an equal opportunity employer. We do not discriminate on the basis of race, color, religion, sex, gender, gender identity, national origin, citizenship, age, disability, sexual orientation, genetic information, veteran status or any other status protected under applicable law. If you require accessibility assistance applying for open positions, please contact talentacquisition@constantcontact.com.

The contractor will not discharge or in any other manner discriminate against employees or applicants because they have inquired about, discussed, or disclosed their own pay or the pay of another employee or applicant. However, employees who have access to the compensation information of other employees or applicants as a part of their essential job functions cannot disclose the pay of other employees or applicants to individuals who do not otherwise have access to compensation information, unless the disclosure is (a) in response to a formal complaint or charge, (b) in furtherance of an investigation, proceeding, hearing, or action, including an investigation conducted by the employer, or (c) consistent with the contractor’s legal duty to furnish information. 41 CFR 60-1.35(c)

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