About this role
We are seeking a senior-level UX Researcher to support an enterprise employee-experience and internal-tooling research portfolio. This is a hands-on individual-contributor role for a researcher who can independently take ambiguous questions from initial scoping through study execution, synthesis, and decision-ready recommendations.
The work will span enterprise product, service, and operational workflows, with particular emphasis on understanding users' jobs, evaluating AI-enabled self-service experiences, and identifying opportunities to improve productivity and support experiences.
Enterprise experience strongly preferred.
## Key Responsibilities
- Independently plan and conduct mixed-method qualitative and quantitative research across priority enterprise initiatives.
- Translate ambiguous business and product questions into clear research plans, appropriate methodologies, and actionable study designs.
- Plan and moderate research evaluating AI-enabled self-service experiences and opportunities to improve employee support.
- Test AI-enabled concepts to understand jobs to be done, adoption barriers, trust, validation behavior, and readiness for broader rollout.
- Develop participant and recruitment strategies, research plans, discussion guides, study materials, and other research artifacts.
- Synthesize qualitative and quantitative findings into concise, decision-ready recommendations for product, service, and operational stakeholders.
- Maintain and extend a jobs-to-be-done framework across multiple initiatives and connect new research findings to broader strategic opportunities.
- Translate jobs-to-be-done insights into product and operational decisions.
- Partner cross-functionally with Product, Design, Engineering, Operations, and Service stakeholders.
- Produce clear research readouts, executive-ready storytelling, and documentation of findings, implications, decisions, and recommended next steps.
- Maintain traceable research artifacts and findings using collaboration, documentation, and research-repository systems.
- Partner with stakeholders to validate tooling and experience decisions before broader rollout.
- Connect individual studies to an ongoing strategic research framework and help identify opportunities to improve self-service, reduce confusion, and streamline workflows.
## Must-Have Skills
- 5+ years of hands-on UX research experience at a senior individual-contributor level.
- Demonstrated ability to independently scope, execute, analyze, and synthesize research studies.
- Strong qualitative research-method selection, execution, and analysis skills.
- Strong quantitative research-method selection, execution, and analysis skills.
- Experience researching enterprise internal tools, employee experience, or complex cross-functional workflows.
- Experience working within enterprise product, service, and operational 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 framework or comparable strategic research framework across multiple initiatives.
- Demonstrated ability to translate strategic research frameworks into product and operational decisions.
- Strong stakeholder-management experience across Product, Design, Engineering, Operations, and Service teams.
- Strong written and verbal communication skills, including concise research readouts and executive-ready storytelling.
- Proficiency with research platforms supporting participant recruitment, moderated and unmoderated studies, surveys, and synthesis.
- Working knowledge of research repositories and documentation tools.
- Comfort using collaboration and documentation systems to maintain traceable research artifacts, findings, and decisions.
## Nice-to-Have Skills
- Experience researching AI-enabled products, assistants, automation, or emerging-technology adoption.
- Experience researching trust, validation behavior, user reliance, adoption barriers, or rollout readiness for AI-enabled experiences.
- 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 research influencing enterprise-tooling, AI-adoption, or service-experience decisions.
- Ability to connect individual studies to an ongoing strategic research framework.
- History of translating complex findings into actions that improve self-service, reduce confusion, or streamline workflows.
- Experience partnering with teams through launch and measurement rather than ending involvement at research delivery.
## Required Tools & Platforms
- Common research platforms for participant recruitment and study management.
- Platforms supporting moderated and unmoderated research.
- Survey and quantitative research tools.
- Research synthesis tools.
- Research repositories and documentation systems.
- Collaboration and documentation platforms used to maintain traceable research artifacts, findings, and decisions.
## Location, Time & Engagement
- Remote contract engagement.
- Candidates must be based in an approved LATAM location, excluding Mexico.
- Preference for availability aligned with Central Time working hours.
- Full-time allocation of approximately 40 hours per week.
- Current engagement end date: March 31, 2027.