Senior UX Researcher ID84743

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 and benefits

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

Job Type: Full-time

Work Location: Remote