Tucows User Research Lead

Ting (Tucows) is looking for a curious and empathic User Research Lead to build a deep understanding of our customers and join a world class product team.
Where you fit in
We've built a great User Experience Design practice and we're building services and products that people love. We have many good customer insights and we've developed a strong habit of user testing and working with data to understand patterns and trends.

Now, we're looking to take this to the next level. This is where you fit in as the User Research Lead. Help us know our customers, understand how they behave and why they behave the way they do to ignite new ideas for innovative solutions they love.

It's an exciting chance to build something meaningful from the ground up - a user research practice that will play a key strategic role in our customers and business success.

The Role
  • Conduct user research studies using various research methods (contextual studies, field studies, in person and remote interviews, surveys, etc.)
  • Synthesize behavioral data with data science and analytics.
  • Document research findings and present them to make informed product decisions.
  • Translate insights into product recommendations to improve user experience and inspire ideas for new features.
  • Creating personas and user journey maps to promote a shared understanding of user needs and experience across the organization.
  • Conduct stakeholder and client interviews to define and understand research questions and objectives.
  • Collaborate with the product team to develop a research strategy with clear goals and outcomes.
  • Identify and recruit research participants for the product team to test with.
  • Implement user research across various parts of our product development process.
  • Support and educate cross functional teams and develop effective internal research capabilities.
  • Test prototypes and designs to validate or invalidate hypotheses.

About You
  • An empathic listener who's genuinely curious about people.
  • Passionate for user research and a champion for the voice of the user.
  • Experienced with qualitative and quantitative research methods.
  • Inclusion matters to you; you include people with various needs and abilities to represent the full diversity of our customers.
  • You've collaborated with product teams in an agile environment and successfully implemented user research throughout the product development process.
  • You played a key role in driving customer growth and satisfaction and have stories you tell during the interview process.
  • Advanced degree in Psychology, Cognitive Science, Human-Computer Interaction, Design, Human Factors, Anthropology, a related field or equivalent experience.
  • 5+ years conducting software, product-focused user research.

We believe diversity drives innovation. We are committed to inclusion across race, religion, colour, national origin, gender, sexual orientation, age, marital status, veteran status or disability status. We celebrate multiple approaches, and diverse points of view that drive us forward every day.
About Tucows

A Bit About US
Tucows has been on the Internet since the days when it was unironically referred to as the Information Superhighway. We have a deep and storied online history. Everything we do is on and for the Internet.

In 2012, Ting shook up the mobile industry by offering fair pricing, delightful user interfaces and shockingly non-phone-company-like customer support. Fast forward to today with Ting topping $43M in gross margin last year. We're building products that customers love and others copy. We're consistently rated tops by Consumer Reports readers in their annual survey of mobile providers. We're happy to be closing in on 300,000 active customers or about %0.01 of US mobile users. In other words, plenty of good work yet to do.

Continuing this upward trajectory, we have been investing millions in fiber networks and partnering with towns across the US to change what Americans expect from their Internet service and from their Internet service provider.