Description

Key Responsibilities

Lead and execute qualitative and quantitative user and customer research initiatives.

Plan and facilitate stakeholder interviews, user interviews, focus groups, frontline employee interviews, and usability testing sessions.

Design research plans, discussion guides, surveys, test scripts, and related research artifacts.

Analyze research findings and synthesize insights into actionable recommendations for business, product, design, and engineering teams.

Develop and maintain personas, customer journey maps, future-state journeys, workflow analyses, and service blueprints.

Support UX discovery efforts, concept development, solution reviews, prototype evaluations, and experience validation activities.

Identify customer and frontline insights across end-to-end omnichannel experiences.

Collaborate closely with Product Managers, UX Designers, Architects, and Engineering teams throughout the product lifecycle.

Advocate for user-centered design principles and drive stakeholder alignment around customer needs.

Contribute to strategic experience planning, innovation initiatives, and future experience concepts, including emerging AI-driven experiences where applicable.

Prepare executive-ready presentations, research reports, and stakeholder communications.

Required Qualifications

Bachelor's degree in Human-Computer Interaction, UX Design, Psychology, Research, Design, Business, or a related field, or equivalent practical experience.

7+ years of experience in UX Research, CX Research, UX Strategy, Service Design, Human-Centered Design, or related disciplines.

3+ years of experience working within complex enterprise and cross-functional environments.

Proven experience supporting Agile product, design, and engineering teams.

Expertise in discovery, generative, validation, and usability research methodologies.

Strong experience conducting and facilitating user interviews, stakeholder interviews, workshops, and research sessions.

Demonstrated ability to translate ambiguous business challenges into clear, actionable experience recommendations.

Experience creating journey maps, personas, service blueprints, and workflow analyses.

Strong stakeholder management, communication, presentation, and facilitation skills.

Ability to independently lead research initiatives from planning through execution and insight delivery.

Experience working collaboratively across product, design, business, and technology teams.

Preferred Qualifications

Master's degree in a related field.

Experience supporting telecom, digital commerce, sales platforms, customer service applications, or omnichannel customer experience initiatives.

Familiarity with enterprise governance processes, product lifecycle management, and large-scale transformation programs.

Knowledge of accessibility standards and inclusive design principles.

Understanding of Generative AI and Agentic AI concepts, tools, and emerging industry applications.

Experience working with distributed teams across multiple locations.

Preferred Tools & Technologies

Figma

Miro

UserTesting or similar research platforms

Qualtrics or comparable survey tools

Jira and/or Azure DevOps

Confluence

Microsoft Excel

PowerPoint

Collaboration and prototyping platforms

Key Skills

Education

Bachelor's degree