Principal Design Researcher (AI)

TL;DR

Principal Design Researcher (AI): Leading Horizon 3 innovation by shaping and validating breakthrough product concepts with an accent on AI, ML, and emerging technologies. Focus on navigating ambiguity, driving structured experimentation, and translating complex research insights into strategic business opportunities for the next era of growth.

Location: Remote (US). Not eligible for hire in San Francisco, Oakland, San Jose, CA, or surrounding areas. Role is open to candidates outside of Colorado, California, New York, and Washington for specific salary transparency purposes.

Salary: $171,120–$251,600 (varies by location).

Company

Twilio is a global leader in cloud communications, empowering developers and businesses to build personalized customer experiences through innovative software solutions.

What you will do

• Lead end-to-end qualitative and quantitative research for early-stage, exploratory innovation projects.
• Provide strategic thought leadership to connect research findings to business and product roadmaps.
• Distill complex data into actionable narratives for senior executives and cross-functional teams.
• Collaborate with Product and Design to rapidly test hypotheses via prototypes and MVPs.
• Mentor and elevate research best practices across the UX community.
• Represent the voice of the customer to inspire user-centric product development.

Requirements

• 7+ years of experience in design research, user research, or related innovation fields.
• Proven track record of leading ambiguous, zero-to-one research programs in high-growth tech environments.
• Mastery of diverse research methods, including ethnography, contextual inquiry, and concept validation.
• Exceptional communication and storytelling skills with demonstrated executive presence.
• Bachelor’s or advanced degree in HCI, Design, Psychology, Anthropology, or a related discipline.
• Must be based in the US (with specific state/region exclusions).

Nice to have

• Experience working with AI/ML technology and customer engagement platforms.
• Background in trust, security, or fraud prevention.
• Experience guiding innovation in multi-sided platform environments.
• Portfolio illustrating impact on breakthrough product or business opportunities.

Culture & Benefits

• Competitive pay and equity participation.
• Comprehensive healthcare, 401(k) retirement savings, and wellness programs.
• Generous time off, parental leave, and sick leave policies.
• Remote-first culture with a focus on global inclusion and connection.
• Opportunities for occasional in-person team and customer collaboration.