Where you’ll work:

Product Design at GoTo

When you join our product design team, you’ll help shape exceptional experiences for millions of users worldwide. By collaborating with engineering and product management, you’ll bring bold ideas to life—leveraging cutting-edge technology and AI to deliver genuine, practical value and solve meaningful challenges for our customers and teams. Here, innovation means harnessing AI to create truly user-centered, accessible experiences from log-on to log-off. Join us to redefine intuitive design and drive the future of AI-powered products.

Currently, we are searching for a proactive, experienced, and self-governing Senior UX Researcher in our Grasshopper product development team. As such, you’ll actively direct UX research activities, creating and executing a strong research plan, and delivering key insights that help to achieve our strategy.

At Grasshopper, we are at the beginning of an exciting transformation driven by agentic AI. This shift will place even greater emphasis on UX research to validate early conceptual ideas, evaluate AI-generated prototypes, and ensure that emerging capabilities solve real customer problems in meaningful ways. Alongside this transformation, our team is working on several strategic long-term initiatives that require deep customer understanding and continuous research input. These include a full UI transformation of our existing native iOS and Android applications into a unified React Native solution, expanding the portfolio of customer-facing AI capabilities, and deepening integrations with external partners and services.

In this role, you will work directly with product, engineering, and UX design partners as you conduct interviews, usability studies, facilitate workshops and collaborate with other researchers to drive awareness of user needs. You will help push for research best practices, take ownership of key research initiatives, and identify strategic opportunities that inform product direction. You’ll be joining a diverse and international UX team with many learning opportunities, delivering high-quality research insights into complex problems. You will work closely with the Product & UX Director and a team of highly talented Product Managers, Designers and Engineers who appreciate user experience and want to build the best products available in the market.

Your day to day

• Impact-focused approach to planning, conducting and communicating research studies focused on understanding user behavior, needs, use cases and workflows, and identifying opportunities for impact.

• Supporting the product team by conducting research on user goals, needs and mental models, and usability testing solution ideas and prototypes, including early-stage AI-driven experiences.

• Supporting the evaluation of conceptual ideas and prototypes as part of our broader AI-driven product evolution.

• Improving our processes and channels of research participant recruiting collaborating closely with Customer Success, Product Marketing, and Lifecycle Marketing.

• Develop a deep understanding of the users and the products – and curate that knowledge – updating and being current with all changes and understanding the use cases drive the functionality they support.

• Develop a clear understanding of the competitive landscape – informing research direction, opportunities for disruption and innovation.

• Deliver key insights through readouts, workshops, and presentations.

What we´re looking for

• 5+ years of relevant industry experience in leading research in senior roles in a lean, agile, and delivery-driven environment.

• Ability to create research plans and deliver key insights through user interviews, identifying JTBD, defining personas, usability and other user-testing methodologies, and building and facilitating key workshops and presentations to stakeholders and the broader audience at GoTo.

• Identify research opportunities and contribute to the research roadmap so that the work balances strategic and tactical feedback.

• Strong problem-solving skills and a willingness to innovate coupled with strong self-governing abilities.

• Excellent knowledge of qualitative research best practices and approaches.

• Strong English communication skills, both written and verbal, as our primary customer base (500k+ users) is in the United States and research is conducted exclusively with English-speaking participants.

• Education - Degree in Communications, Cognitive Psychology, HCD/Computer Science, Sociology, Economics, Statistics, or other field emphasizing qualitative analysis of human behavior or equivalent experience.

• Research experience in B2B settings (understanding customer needs and gathering feedback from admins, vendors, managed service providers).

What We Offer

At GoTo, we care about helping our people succeed at work and feel supported in life. Our employee benefits and programs are designed to support your well-being, growth, and sense of belonging. Here's what you can expect as part of our team:

· Comprehensive health benefits

· Generous paid time off, including paid holidays, volunteer days, quarterly self-care days, and company-designated no-meeting days

· Tuition reimbursement and access to instructor-led and on-demand learning and development programs

· The Thrive Global Wellness Program, a confidential Employee Assistance Program (EAP), a wellness app and one-on-one wellness coaching

· Employee-led communities and programs, including Employee Resource Groups (ERGs), GoTo Gives, and charitable matching

We work hard to create an environment where everyone feels welcome, respected, and able to contribute. Building a culture of belonging isn't just something we talk about - it's part of how we work every day.

Specific benefits and offerings may vary by country in line with local regulations and market practices.

At GoTo, you’ll find the flexibility, resources, and support you need to thrive—at work, at home, and everywhere in between. You’ll work towards a shared goal with an open-minded, cohesive team that’s greater than the sum of its parts. We’re committed to creating an inclusive space for everyone, because we know unique perspectives make us a stronger company and community. Join us and be part of a company that invests in your future, where together we’ll Be Real, Think Big, Move Fast, Keep Growing, and stay Customer Obsessed. Learn more.