Senior UX Researcher

About the role

We are looking for a Senior UX Researcher to provide hands-on research continuity for an IT and Operations employee experience portfolio, independently scoping and executing mixed-method studies that evaluate AI-enabled self-service experiences, test AI skill concepts, and surface actionable insights for enterprise tooling decisions. You will maintain and extend a jobs-to-be-done framework across multiple initiatives, synthesize findings into decision-ready recommendations and stakeholder readouts, and partner with product, service, and operational teams to validate tooling before broader rollout.

What you will do

• Plan and conduct mixed-method (qualitative and quantitative) research across priority IT & Ops initiatives, independently moving studies from ambiguous questions to decision-ready recommendations.
• Plan and moderate research that evaluates AI-enabled self-service experiences and improves IT support experiences.
• Test AI Skills concepts to identify jobs to be done, adoption barriers, and trust or validation needs ahead of broader rollout.
• Synthesize findings into clear recommendations, research artifacts, and stakeholder readouts that document implications and recommended next steps.
• Maintain and extend the jobs-to-be-done (JTBD) framework so it represents jobs across the company, and update JTBD artifacts to connect new tool evaluations to the endorsed tool suite.
• Produce research plans, participant and recruitment strategies, and study materials for priority initiatives.
• Deliver decision-ready findings and recommendations spanning AI-enabled self-service, skills, collaboration, and business-process opportunities.
• Partner with product, service, and operational teams to validate tooling decisions before they scale.

Must haves

• 5+ years of hands-on UX research experience at a senior individual-contributor level, with demonstrated ability to independently scope, execute, and synthesize studies.
• Strong qualitative and quantitative research-method selection, execution, and analysis skills.
• Experience researching enterprise internal tools, employee experience, or complex cross-functional workflows.
• Ability to translate research into clear, decision-ready recommendations for product and operational stakeholders.
• Demonstrated experience developing and applying a jobs-to-be-done (JTBD) or comparable strategic research framework across multiple initiatives, and translating it into product and operational decisions.
• Collaborative stakeholder management across product, design, engineering, operations, and service teams. Strong written and verbal communication, including concise research readouts and executive-ready storytelling.
• Proficiency with common research platforms for recruitment, moderated and unmoderated studies, surveys, and synthesis.
• Experience working within enterprise product, service, and operational workflows. Working knowledge of research repositories and documentation tools (exact platforms to be confirmed with the hiring manager).
• Comfort using collaboration and documentation systems to maintain traceable research artifacts, findings, and decisions.

Nice to haves

• Experience researching AI-enabled products, assistants, automation, or emerging-technology adoption, especially trust, validation behavior, user reliance, and rollout readiness.
• Experience with employee experience, IT service management, self-service support, or digital workplace tools.
• Experience applying or evolving a jobs-to-be-done framework across multiple product or service areas.
• Track record of shipping research that influenced enterprise-tooling, AI-adoption, or service-experience decisions.
• Ability to connect individual studies to an ongoing strategic framework.
• History of turning complex findings into actions that improve self-service, reduce confusion, or streamline workflows.
• Experience partnering through launch and measurement, not only delivering studies.

Perks

• Growth without limits: build your skills through mentorship, internal TechTalks, challenging projects, and a dedicated annual learning budget
• Competitive compensation: get recognition that reflects your skills and impact, with regular performance and compensation reviews
• Flexibility: work 100% remotely with flexible hours that support focus, autonomy, and a healthy work rhythm
• Meaningful, modern projects: build impactful products using modern technologies alongside global teams and leading brands
• Collaborative culture: join a supportive environment with zero micromanagement where ideas are welcomed and contributions are recognized
• Well-being & support: access local well-being programs and people-focused support tailored to your location

Have any questions?