Sr. UX Researcher

About us

HighLevel is an AI-powered business operating system that gives agencies, entrepreneurs and SMBs the infrastructure to build, automate and scale. Today, HighLevel supports SMBs across 150+ countries, fueling community-driven growth rooted in real customer outcomes.To date, businesses operating on HighLevel have generated over $7 billion in ecosystem value, demonstrating the impact of shared infrastructure at scale. By centralizing conversations, automation and intelligence into one system, we help businesses move faster, reduce complexity and execute efficiently.Behind the platform, HighLevel powers more than 4 billion API hits and 2.5 billion message events daily. With 250 terabytes of distributed data, 250+ microservices and over 1 million domain names supported, our architecture is built for performance, resilience and long-term scalability.

Our people

With over 2,000 team members across 10+ countries, HighLevel operates as a global, remote-first organization built for speed and ownership. We value initiative, clarity and execution, creating space for ambitious people to build systems that support millions of businesses worldwide. Here, innovation thrives, ideas are celebrated and people come first, no matter where they call home.

Our impact

Every month, HighLevel enables more than 1.5 billion messages, 200 million leads and 20 million conversations for the more than 1 million businesses we support. Behind those numbers are real people building independence, expanding opportunity and creating measurable impact. We’re proud to be a part of that.Learn more about us on our YouTube Channel or Blog Posts

Role Overview

We’re looking for an Sr. UX Researcher to help elevate the quality, consistency, and impact of user experience across our product ecosystem. This role sits at the intersection of design execution, research, and product thinking—supporting the UX and product team in raising the bar while ensuring our experiences are intuitive, competitive, and customer-centric.

You will partner closely with Product, Engineering, and Design to identify opportunities, analyze competitive experiences, and drive continuous UX improvement. This is an ideal role for someone who is both detail-oriented and strategic—someone who can zoom in on interaction design while also zooming out to understand market trends and user needs.

What You’ll Do

• Raise the UX bar across the product by identifying gaps in usability, consistency, and polish, and proactively driving improvements across key surfaces.

• Conduct competitive research and audits to understand how leading products solve similar problems, and translate insights into actionable recommendations.

• Partner with product managers and designers to shape user flows, refine interactions, and ensure strong UX fundamentals are embedded early in the product development process.

• Synthesize user feedback and data from multiple sources (support tickets, usability tests, analytics) to identify recurring pain points and opportunities.

• Drive UX consistency and standards by contributing to design systems, pattern libraries, and best practices that scale across teams.

• Support usability testing and research efforts by helping define hypotheses, structuring studies, and translating findings into clear product direction.

• Create clear UX documentation and artifacts including wireframes, journey maps, and experience audits that inform decision-making.

• Advocate for the user across the organization by grounding conversations in user needs, behaviors, and outcomes.

What We’re Looking For

• 3–6 years of experience in UX, product design, or related fields, with a strong understanding of user-centered design principles.

• Strong customer and product intuition, with the ability to evaluate experiences and identify both obvious and non-obvious usability issues.

• Experience conducting competitive analysis and UX audits, with the ability to turn observations into structured insights.