Principal, Design Researcher

Who We Are

At Twilio, we’re shaping the future of communications, all from the comfort of our homes. We deliver innovative solutions to hundreds of thousands of businesses and empower millions of developers worldwide to craft personalized customer experiences. Our dedication to remote-first work , and strong culture of connection and global inclusion means that no matter your location, you’re part of a vibrant team with diverse experiences making a global impact each day.

As we continue to revolutionize how the world interacts, we’re acquiring new skills and experiences that make work feel truly rewarding. Your career at Twilio is in your hands. We use Artificial Intelligence (AI) to help make our hiring process efficient.

That said, every hiring decision is made by real Twilions! See yourself at Twilio Join us as a Principal Design Researcher on our Emerging Technology and Innovation (ETI) team. About the job We are seeking a visionary and entrepreneurial Design Researcher passionate about building the future, not just improving the present.

In this role, you will lead Horizon 3 innovation—imagining, shaping, and validating breakthrough product concepts that could fundamentally transform the enterprise landscape over the next 3-5+ years. As part of our team, your mandate is to look beyond current product lines and incremental enhancements. Your goal is to help imagine the future that will exist based on technological advances across AI/ ML, AGI, quantum computing, blockchain and more.

Working side-by-side with world-class researchers, engineers, and product managers, you will take bold, unproven ideas from whiteboard to working prototype—navigating ambiguity, systematically de-risking concepts, and driving structured experimentation. You will help us reimagine future experiences for our customers. Your success will be measured by your ability to identify and validate opportunities that can shape the next era of growth for Twilio—and the broader technology ecosystem.

Responsibilities

In this role, you’ll: Define & Lead Research: Lead end-to-end qualitative and quantitative design research across early-stage, exploratory projects; rigorously uncover customer needs, pain points, and emerging trends Strategy & Opportunity Framing: Provide thought leadership and frameworks that connect research findings to business and product strategy; help teams prioritize opportunities and guide decision-making Synthesize Insights and communicate effectively: Distill complex data into clear, actionable narratives and frameworks for senior executives, product managers, and engineers Drive Experimentation: Collaborate with Product and Design to rapidly test new hypotheses via concepts, prototypes, and MVPs Mentorship: Mentor and elevate best practices for design research across the Horizon 3 team and broader Twilio UX community Customer Advocacy: Represent the voice of the customer in every conversation.

Qualifications

Not all applicants will have skills that match a job description exactly.

make for a strong candidate, we encourage applicants with alternative experiences to also apply. If your career is just starting or hasn't followed a traditional path, don't let that stop you from considering Twilio. We are always looking for people who will bring something new to the table!

*Required: 7+ years of experience in design research, user research, or a related field—preferably with time spent in innovation or new product development environments. Proven track record of leading ambiguous, zero-to-one research programs in fast-paced, high-growth tech companies. Mastery of a wide array of research methods, from ethnography and contextual inquiry to co-creation workshops and rapid concept validation.

Required Qualifications

to apply.