Staff UX Research Operations (12 Month Fixed-Term Contract) New Toronto, Ontario, Canada

Lightspeed; Toronto; On-site; CAD 80,000 - 110,000; Full time

Job summary

Join a forward-thinking company as a Staff UX Research Operations. This role is pivotal in shaping and executing a modern UX research program, enhancing collaboration across teams, and driving operational excellence. You will empower researchers, optimize tools, and establish scalable programs that deliver impactful insights. With a commitment to fostering a positive culture, you will help shape the future of research operations. This is an exciting opportunity to make a real difference in a dynamic environment that values innovation and inclusivity.

Benefits

Unlimited paid time off

Flexible working policy

Health insurance

Health and wellness benefits

Transit fee coverage

Paid leave for new parents

Access to LinkedIn Learning

Volunteer days

Lightspeed RSU program

Qualifications

• 5+ years in UX Research or related fields.
• Experience in agile environments and cross-platform research programs.

Responsibilities

• Lead strategy and execution for global UX research operations.
• Empower researchers with tools and infrastructure for success.

Skills

UX Research

Analytical Skills

Communication Skills

Organizational Skills

Strategic Mindset

Education

Bachelor's Degree in a related field

Tools

Dovetail

UserTesting

Optimal Workshop

Jira

Miro

Monday.com

Job description

Hi there! Thanks for stopping by

Are you actively looking for a new opportunity? Or just checking the market? Well… you might just be in the right place!

We’re looking for a Staff UX Research Operations to join our UX Research team in North America for a 12 month fixed-term contract. Growing UXR, at scale, depends on fostering trust, partnership, and collaboration. This role is central to leading the strategy, execution, and scaling of our research processes to build a modern, industry-leading UXR program.

You will be reporting to the Director of UXR Research and will work closely with Design and Product Leadership to develop strategies, optimize systems, and create scalable, innovative research operations that empower the team to deliver impactful insights.

What you’ll be doing:

• Leading strategy and execution: Shape and execute the vision for what research looks like globally, ensuring that operations such as workflows, tools, and processes align with our goal of creating a best-in-class UXR program. You’ll play a key role in defining, identifying, and scaling research processes to meet the demands of a fast-evolving business.
• Empowering the team: Ensure researchers are set up for success with the tools, training, and infrastructure they need. Lead initiatives like user panel deployment (K series), research ethics and consent tracking, and rolling out UXR incentives to streamline participant recruitment and research workflows.
• Building scalable programs: Establish and scale programs that enhance research operations, such as operationalizing testing labs, democratizing research, improving insights repositories, and managing the UXR budget to maximize impact.
• Driving operational excellence: Identify challenges within research workflows, propose improvements, and implement solutions that increase efficiency, minimize bottlenecks, and deliver quality results. For example, refining recruitment mechanisms, or creating a centralized UXR communication strategy, or supplementing UXR activities with LLM integrations.
• Optimizing tools: Evaluate and implement modern research tools and platforms to enhance productivity and collaboration, ensuring the team is at the forefront within the industry.
• Documenting best practices: Create scalable playbooks, templates, and process documentation that align teams, encourage consistent practices, and drive efficiency.
• Defining success and impact: Develop impact measurements for research with high-level of fidelity and feasibility, while identifying levers to socialize across the organization to drive engagement towards insights and a culture of customer centricity.
• Shaping team culture and growth: Foster a positive and inclusive culture, addressing unspoken feedback, and ensuring morale stays high as we strive to lead the industry in research operations.

What you need to bring:

• Experience: At least 5 years of industry experience in UX Research or related fields, with a proven ability to influence culture in large matrix organizations
• Operational knowledge: Deep understanding of how research, product, and design teams collaborate within agile environments.
• Strategic mindset: Hands-on experience implementing cross-platform research programs (e.g., opportunity discovery, insights democratization, and operationalizing testing labs) and scaling research operations effectively.
• Analytical acumen: Ability to interpret data and use insights to inform decisions, such as optimizing budgets and improving recruitment processes.
• Organized and proactive: Self-motivated with excellent organizational skills, a commitment to quality, and strong attention to detail.
• Communication skills: Exceptional interpersonal and communication abilities to build and maintain relationships across teams while driving UXR comms strategies.
• Tech proficiency: Expertise in research tools and platforms like Dovetail, UserTesting, Optimal Workshop, and collaboration software (Jira, Miro, Monday).

What’s in it for you:

Come live the Lightspeed experience...

• Ability to do your job in a truly flexible environment;
• Genuine career opportunities in a company that’s creating new jobs everyday;
• Work in a team big enough for growth but lean enough to make a real impact.
• Opportunity to make a difference; help merchants grow their businesses and become more successful by creating or improving products and addressing customer feedback
• Development of very high traffic products, used at the global scale
• Opportunities to learn and expand your skill set
• Become a valued part of the diverse and inclusive Lightspeed family

… and enjoy a range of benefits that’ll keep you happy & healthy:

• Lightspeed RSU program (we are all owners)
• Unlimited paid time off policy
• Flexible working policy
• Health insurance
• Health and wellness benefits
• Possibility for transit fees to be covered
• Paid leave assistance for new parents
• Access to LinkedIn learning
• Volunteer days

#LI-DS1

To all recruitment agencies: Lightspeed does not accept unsolicited agency resumes. If we have not directly engaged your company in writing to supply candidates for a specific vacancy, Lightspeed will not be responsible for any fees related to unsolicited resumes.

Lightspeed is a proud equal opportunity employer and we are committed tocreating an inclusive and barrier-free workplace. Lightspeed welcomes andencourages applications from people with disabilities. Accommodations areavailable on request for candidates taking part in all aspects of theselection process.

Where to from here?
Obviously, this has to be mutually beneficial: we want you to step into a role you love, and we want to offer you a place you’re proud to come to every day. For a glimpse into our world check out our career page here.

Lightspeed is building communities through commerce, and we need people from all backgrounds and lived experiences to do that. We were founded in 2005, in Montreal’s gay village and our original members were all part of the LGBTQ+ community. The ethos of our business has been about inclusion from the very beginning, and we strive to provide a workplace where everyone belongs.

Who we are:
Powering the businesses that are the backbone of the global economy, Lightspeed's one-stopcommerceplatform helps merchants innovate to simplify, scale, and provide exceptional customer experiences. Our cloudcommercesolution transforms and unifies online and physical operations, multichannel sales, expansion to new locations, global payments, financial solutions, and connection to supplier networks.

Founded in Montréal, Canada in 2005, Lightspeed is dual-listed on the New York Stock Exchange (NYSE: LSPD) and Toronto Stock Exchange (TSX: LSPD). With teams across North America, Europe, and Asia Pacific, the company serves retail, hospitality, and golf businesses in over 100 countries.

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