About the job
About Us
At AfterShip, a Great Place to Work Certified company, we are revolutionizing the global eCommerce landscape. Our mission is to empower retailers to deliver exceptional online shopping experiences, from post-purchase processes and beyond.
We have facilitated over 8 billion shipments for more than 20,000 leading brands, including Samsung, Gymshark, Mejuri, and TOMS. Our AI-driven post-purchase solutions encompass shipment tracking, returns management, personalized product discovery, and precise delivery predictions.
With backing from a $66M Series B funding and over a decade of innovation, we are accelerating our growth trajectory and setting new benchmarks in the post-purchase experience. Our diverse team of over 450 members worldwide thrives in a collaborative culture that values agility, ownership, and impactful contributions.
Your Mission:
We are searching for a Head of User Research to establish our research function, integrate market and design research, and translate insights into strategic decisions that influence our product experience, pricing strategies, and go-to-market approaches.
Reporting directly to the Chief Product Officer, you will collaborate closely with teams across North America and Asia, working alongside Product Marketing, Product Management, and Design. Your responsibilities will include market research, strategic inquiries, large-scale redesigns, and empowering PMs and Designers to conduct their own concept and design validations.
What You’ll Do:
- Develop and lead the research function - Establish a lean yet high-impact team; recruit and mentor senior researchers; implement tools, processes, and infrastructure to scale research globally.
- Formulate a unified customer understanding framework - Align Product, Design, and Product Marketing around customer needs and segments to steer decisions across SMB to Enterprise.
- Generate strategic insights for major initiatives - Collaborate with Product and PMM on discovery and validation processes; convert findings into long-term strategies and roadmap decisions.
- Transform the product experience - Enhance onboarding, activation, and post-purchase experiences through structured research methodologies that yield actionable recommendations.
- Boost activation and onboarding - Leverage research and analytics to pinpoint funnel drop-offs, create hypotheses, and conduct rapid evaluative studies.
- Institutionalize ongoing feedback - Develop VoC and NPS programs, build an insights library, and maintain regular customer interactions with clear incentives.
- Facilitate self-service research - Provide templates, guides, and playbooks to empower PMs and Designers in conducting lightweight validations across different time zones and languages.

