User Research Manager at Klaviyo

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At Klaviyo, we’re passionate about user experience and design—and our team is growing fast. This role is for a person that is passionate about users and has a desire to help deliver positive consumer experiences through research. The ideal person will be effective at designing and executing on research activities that enhance the end-to-end experience for our users. 

In this role, you’ll take the time to understand not just the execution side of UX, but also the business aspects of the products we build. You’ll collaborate with leaders of other UX, Engineering, Data Scientists, and Product Management teams to create innovative experiences across all of Klaviyo’s products, leveraging your passion for brand, craft, and design quality.

How You'll Make a Difference:

  • Become a trusted, strategic partner to product stakeholders by communicating and demonstrating the value of user research, and by delivering insights that lead to demonstrable business value.
  • Build a research practice inside Klaviyo including hiring a small team of researchers.
  • Create the conditions for product success, by providing strategic research that the team needs at all stages of the product lifecycle, and developing into a growing knowledge center as an expert on our user's wants and behaviors. 
  • Through mixed research methods, develop insights that guide our product strategy across teams in Product, Design, Engineering and Data Science. You will design, plan and conduct user research, employing methods such as: remote usability, field studies, competitive evaluations, usability studies, RITE studies, surveys, diary studies, and other relevant approaches. Synthesize research findings from other data sources (including market research, site analytics and secondary research).
  • Build collaborative relationships with a wide array of cross-functional partners to define, answer and measure strategic research questions, with the aim of guiding product decisions towards success
  • Provide insight and vision to the team based on understanding user needs and behaviors. Synthesize and communicate research findings into meaningful recommendations and actionable results in order to inform business decisions. Lead stakeholders in translation of research findings into actionable results.
  • Collaborate closely with Product and Design to develop research plans, design sprints and product plans
  • Build empathy for our customers and users across the organization
  • Create, maintain and scale a growing knowledge base

What you’ll need:

  • A minimum of 10-15+ years of experience in the user experience or consumer research field where user research is a core activity.
  • Bachelor or Master degree. in a human behavior related field, such as human-computer interaction, psychology, sociology
  • Experience directly conducting primary research (either qualitative or quantitative) end-to-end (i.e., designing, fielding, analyzing and reporting out data)
  • Knowledge of user-centered design principles, UX standards and fundamental user behaviors
  • Familiarity with design and prototyping tools and technologies is a plus.
  • A track record of producing customer-centric thought leadership that informs business, marketing and/or product development strategies and roadmaps
  • Demonstrated ability to build collaborative relationships remotely and cross-functionally to influence strategy and decisions
  • An entrepreneurial, forward thinking mindset and creative approach to problem-solving
  • Strong business acumen; an understanding of business goals, strategies and pressures while being aware of industry trends and competitive actions as a context for doing research
  • Strong project management skills and experience guiding multiple internal and/or outsourced projects simultaneously
  • Passion for being involved in the big picture, while fearlessly diving into the details
  • Adaptable attitude; comfortable with a fast-paced, agile product process
  • Ability to manage through ambiguity

Klaviyo Design Elsewhere:
Design Blog 📗
Dribbble 🏀
Design Podcast 🎙️


Get to know Klaviyo

Klaviyo is a world-leading marketing automation platform dedicated to accelerating revenue and customer connection for online businesses. Klaviyo makes it easy to store, access, analyze and use transactional and behavioral data to power highly-targeted customer and prospect communications. The company's hybrid customer-data and marketing-platform model allows companies to grow by fostering direct relationships with customers, without giving up their valuable data to popular big-tech ad platforms. Over 265,000 innovative companies like Unilever, Custom Ink, Living Proof and Huckberry sell more with Klaviyo. Learn more at www.klaviyo.com.

Klaviyo does not tolerate and prohibits discrimination, harassment or retaliation of or against job applicants, contractors, interns, volunteers or employees by another employee, supervisor, vendor, customer or any third party.

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Technology we use

  • Engineering
    • JavaLanguages
    • JavascriptLanguages
    • PythonLanguages
    • SqlLanguages
    • ReactLibraries
    • Twitter BootstrapLibraries
    • Backbone.jsFrameworks
    • DjangoFrameworks
    • FlaskFrameworks
    • HadoopFrameworks
    • CassandraDatabases
    • MySQLDatabases
    • RedisDatabases

Location

We're in the heart of the Financial district with easy access to public transportation and a short walk from South Station.
“Life’s Too Short To Work With Brilliant Jerks”: Klaviyo Employees Are Brilliant *And* Supportive
Watch

An Insider's view of Klaviyo

What's something quirky about your company?

The simplest way I would describe the Klaviyo office is "energy". From the minute you start your day there's an excitement that everyone is working toward the common goal of helping businesses grow. It's a pretty amazing thing to be a part of and you can really feel it.

Jon

Director of Community Management

How do you collaborate with other teams in the company?

One of the great things about working at Klaviyo is that I get to work with amazing people from across the organization. While working in Finance isn’t intuitively a role that involves a lot of collaboration - Klaviyo’s finance team has regular interactions and team syncs with Sales Ops, Customer Support and the People Team!

Tai

Staff Accountant

What are Klaviyo Perks + Benefits

Klaviyo Benefits Overview

Klaviyo pours into team members by providing a diverse and inclusive environment. We also take pride in our quality health benefits and programs. In our efforts to achieve overall happiness for Klaviyos, we offer competitive salaries and 401K planning through Principal. Protect yourself against hardships with life and disability insurance, continue learning and developing with tuition reimbursement, and achieve peace with Headspace. Additional perks include unlimited vacation time, employee referral bonuses, commuter expenses, fitness reimbursements, free books, and a thriving company atmosphere.

Culture
Volunteer in local community
Partners with Nonprofits
Friends outside of work
Eat lunch together
Intracompany committees
We have a diversity and Inclusion committee that sponsors monthly company-wide activities to educate and enrich our employees.
Open door policy
Team owned deliverables
Team based strategic planning
Group brainstorming sessions
Pair programming
Open office floor plan
Diversity
Dedicated Diversity/Inclusion Staff
Unconscious bias training
Someone's primary function is managing the company’s diversity and inclusion initiatives
Diversity Employee Resource Groups
Hiring Practices that Promote Diversity
Health Insurance & Wellness Benefits
Flexible Spending Account (FSA)
Klaviyo employees can contribute up to $2700 annually to their FSA.
Disability Insurance
Disability insurance that covers 60% of annual salary.
Dental Benefits
Our dental plan covers : 100% for preventative care., 80% for basic restorative, 50% for major restorative.
Vision Benefits
Our vision benefits plan covers 100% for annual eye exams with $150 for glasses and contact lenses.
Health Insurance Benefits
Life Insurance
Life insurance is equal to 1 times an employee's annual salary up to 300k.
Wellness Programs
Onsite Gym
Team workouts
Live virtual Yoga
Mental Health Benefits
For example, free access to Headspace meditation app
Retirement & Stock Options Benefits
401(K)
Klaviyo's 401k plan offers stocks, bonds and international index funds to choose from.
401(K) Matching
Company Equity
Klaviyo offers equity packages to full time employees.
Child Care & Parental Leave Benefits
Generous Parental Leave
We provide up to 12 weeks of parental leave.
Flexible Work Schedule
Klaviyo provides employees with a flexible work schedule that includes Core hours, Flexible start and end times.
Remote Work Program
Family Medical Leave
Adoption Assistance
Return-to-work program post parental leave
Company sponsored family events
Vacation & Time Off Benefits
Unlimited Vacation Policy
Paid Volunteer Time
Klaviyo offers unlimited time off.
Paid Holidays
Paid Sick Days
Klaviyo offers unlimited time off.
Perks & Discounts
Beer on Tap
Casual Dress
Commuter Benefits
Klaviyo offers Tax preferred transit and parking plans for employees.
Company Outings
Klaviyo Hosts bi-annual company parties and milestone celebrations when targets are reached ! ( usually once a year)
Game Room
Klaviyo offers ping-pong tables, and a number of different gaming consoles for employee use.
Stocked Kitchen
Klaviyo offers a WELL STOCKED FREE kitchen with snacks and drinks for all employees.
Some Meals Provided
Klaviyo often surprises employees with free breakfast or meals and Free lunch on Wednesdays for all!
Happy Hours
Happy hours are hosted Once per week on Fridays!
Parking
There is a parking garage in the building.
Recreational Clubs
Fitness Subsidies
Klaviyo offers 3 months of subsidised gym membership.
Home Office Stipend for Remote Employees
Professional Development Benefits
Job Training & Conferences
Tuition Reimbursement
Our tuition reimbursement plan offers an annual max of $3000 for continuing education.
Diversity Program
Lunch and learns
Klaviyo hosts weekly Lunch and Learns.
Cross functional training encouraged
Promote from within
Continuing Education stipend
Time allotted for learning
Online course subscriptions available
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