Director, Product Research

Summary:

We are currently seeking a Director of Product Research to join our Product Design team. This role is available to candidates across Canada (excluding Quebec) and the US. If you are local to one of our hubs (Burnaby, Calgary, or Toronto) you will be expected to be in office minimum once per week on one of our Anchor Days.

We believe product research is pivotal to crafting a shared understanding of our customers' attitudes, behaviours, and needs. We value making data-backed, customer-centred decisions and we look to product research to inform and inspire our ability to design and build world-class products that delight and support our customers and fuel Clio’s mission of transforming the legal experience for all. 

We’re looking for an experienced research leader with a proven track record of building a research practice from the ground up. The ideal candidate is well-versed in a variety of qualitative and quantitative research methodologies and is equally comfortable building for quality and scale as well as taking a scrappy approach to support tight timelines. They should be passionate about uncovering customer insights and believe that research is a team effort, with empathy, passion, and storytelling being foundational to creating great experiences.

What you’ll work on: 

• Build and scale a successful product design research practice from the ground up.

• Build a comprehensive customer empathy and advocacy program. 

• Lead product design research across a broad range of initiatives, including conducting research directly; hiring and leading a talented group of researchers; and coaching product and design leaders on research best practices. 

• Ensure we have a foundation of actionable qualitative research, including an easy way to catalog and query existing insights. 

• Ensure we have a foundation of actionable quantitative research, including scaling robust product analytics in partnership with other cross-organizational research teams. 

• Triangulate qualitative and quantitative data to develop a holistic view of our customers.

• Build and maintain critical customer empathy artifacts such as personas and customer journeys maps. 

• Enable A/B testing capabilities, including understanding needs; establishing best practices; selecting technology; and overseeing quality of ongoing work in partnership with data science. 

• Work across the organization to establish a set of customer-backed OKRs, including VOC, NPS, CSAT best practices. 

• Partner with Business Intelligence and Data Science leaders to connect insights across market research and product research to maximize data-driven business impact. 

• Evangelize product research and customer insights across the organization, helping each employee across Clio connect to our customers’ needs in real and meaningful ways. 

• Hire and coach a high-performing team of researchers to make it all possible. 

What you bring:

• Excellent communication and storytelling skills.

• Strong leadership, partnering, and influencing skills.

• Proven track record of leading a broad range of research initiatives that resulted in meaningful impact for the business and customers. 

• Experience building research capabilities from the ground up. 

• Experience working in a complex industry, supporting a broad range of products, across a broad range of customer types. 

• Unique ability to tame the complexity of multiple qualitative and quantitative data sources to uncover meaningful insights.

• Innovative approach to uncovering actionable insights in a fast paced environment. 

• High level of comfort working within a self-directed culture and navigating ambiguity.

• Deep desire to help everyone (customers, stakeholders, and employees) do their best possible work.

What you will find here:

Compensation is one of the main components of Clio’s Total Rewards Program. We have developed a series of programs and processes to ensure we are creating fair and competitive pay practices that form the foundation of our human and high-performing culture.
 

Some highlights of our Total Rewards program include:

• Competitive, equitable salary with top-tier health benefits, dental, and vision insurance 

• Hybrid work environment, with expectation for local Clions (Vancouver, Calgary, Toronto, and Dublin) to be in office min. once per week on our Anchor Day. 

• Flexible time off policy, with an encouraged 20 days off per year.

• $2000 annual counseling benefit

• RRSP matching and RESP contribution 

• Clioversary recognition program with special acknowledgement at 3, 5, 7, and 10 years​

In addition, this role is eligible for variable pay that is based on company performance, with actual payout amounts calculated and paid on a quarterly basis.

*We aim to hire all candidates between the minimum and the midpoint of the full salary range. We reserve the midpoint to the maximum of the salary band for internal employees who demonstrate sustained high performance and impact at Clio. The final offer amount for this role will be dependent on individual experience and skillset of the candidate. Please note there are a separate set of salary bands for other regions based on local currency.

Diversity, Inclusion, Belonging and Equity (DIBE) & Accessibility 

Our team shows up as their authentic selves, and are united by our mission. We are dedicated to diversity, equity and inclusion. We pride ourselves in building and fostering an environment where our teams feel included, valued, and enabled to do the best work of their careers, wherever they choose to log in from. We believe that different perspectives, skills, backgrounds, and experiences result in higher-performing teams and better innovation. We are committed to equal employment and we encourage candidates from all backgrounds to apply.

Clio provides accessibility accommodations during the recruitment process. Should you require any accommodation, please let us know and we will work with you to meet your needs.

Learn more about our culture at clio.com/careers