UX Researcher

Urgent Role 

Position: UX Researcher
Location: Fully remote; must be based in Houston, Atlanta, or New York
Duration: 6 months with potential for extension or full-time conversion
Status: Contractor

Position Overview:

We are seeking a UX Researcher to support the Digital Experience Design team across Client Connect, Ops Connect, Team Connect, and enterprise AI initiatives. This role will be responsible for planning, conducting, analysing, and communicating user research that informs product strategy, service design, and digital experiences.

The ideal candidate is passionate about understanding customer and employee needs, uncovering actionable insights, and influencing product decisions through evidence-based research. This individual will work closely with researchers, designers, product managers, engineers, data teams, and business stakeholders to ensure customer and employee perspectives are represented throughout the product lifecycle.

This role is hands-on and execution-focused, partnering closely with the Senior UX Researcher / Research Lead to deliver high-quality research programs across multiple strategic initiatives.

Responsibilities

Research Planning & Execution

• Partner with Product, UX, AI, and Innovation teams to identify research opportunities and define learning objectives.
• Develop research plans, discussion guides, surveys, and testing protocols.
• Conduct qualitative and quantitative research studies across customers, prospects, frontline team members, operators, and corporate employees.
• Recruit participants and coordinate research logistics.
• Moderate interviews, contextual inquiries, usability tests, focus groups, and workshops.
• Execute evaluative and generative research throughout the product lifecycle.

Analysis & Insight Generation

• Analyze qualitative and quantitative findings to identify patterns, opportunities, and areas of friction.
• Synthesize research findings into actionable insights, recommendations, journey maps, and opportunity frameworks.
• Create clear, concise reports and presentations tailored to product teams and leadership audiences.
• Translate findings into prioritized recommendations that influence product roadmaps and experience improvements.

Product & Experience Research

• Conduct discovery research to understand user needs, goals, motivations, and behaviors.
• Perform usability testing on web, mobile, AI-enabled, and conversational experiences.
• Evaluate concepts, prototypes, workflows, and new features prior to launch.
• Partner with designers and product managers to validate hypotheses and design decisions.
• Support journey mapping, persona development, and service blueprint initiatives.

AI & Emerging Experience Research

• Conduct research on AI-enabled experiences, virtual assistants, conversational interfaces, and predictive features.
• Evaluate user trust, transparency, control, and understanding within AI interactions.
• Identify opportunities to improve adoption and effectiveness of AI-assisted workflows.
• Support testing and validation of emerging AI concepts and solutions.

Research Operations & Collaboration

• Maintain research documentation and contribute findings to research repositories.
• Support the development of research standards, templates, and best practices.
• Collaborate closely with UX Designers, Product Managers, Service Designers, Data Analysts, and Engineers.
• Promote a customer-centered and evidence-based decision-making culture across the organization.

Required Experience

• 4+ years of experience in UX Research, Design Research, Customer Research, Service Design Research, or a related field.
• Demonstrated experience conducting end-to-end qualitative and quantitative research.
• Experience planning, moderating, and synthesizing:
• User interviews
• Usability studies
• Surveys
• Concept testing
• Journey mapping
• Field or contextual research
• Experience translating research findings into actionable recommendations.
• Strong stakeholder management and communication skills.
• Experience working within Agile product development environments.
• Experience conducting research for digital products, platforms, or enterprise applications.
• Bachelor's degree in Human-Computer Interaction (HCI), Psychology, Anthropology, Sociology, Behavioral Science, Human Factors, Design, or related discipline.

Preferred Experience

• Experience researching AI-enabled, conversational, virtual assistant, or automation-based experiences.
• Experience supporting enterprise, B2B, SaaS, operational, or workforce technology products.
• Experience working with product analytics and behavioral data.
• Experience leveraging insights from analytics platforms to inform research.
• Experience with service design, customer experience, or employee experience initiatives.
• Experience in facilities management, field services, workplace technology, or operational environments.

Research Tools

Experience with one or more of the following:

• UserTesting
• Maze
• Dovetail
• Qualtrics
• Optimal Workshop
• UserZoom
• SurveyMonkey
• Pendo
• Google Analytics
• Amplitude
• FullStory
• Hotjar
• Miro
• Figma

Required Skills

• Ability to choose appropriate research methodologies based on business and user needs.
• Strong qualitative interviewing and facilitation skills.
• Excellent analytical and synthesis capabilities.
• Ability to uncover insights from complex and ambiguous problem spaces.
• Strong storytelling and presentation skills.
• Ability to communicate findings effectively to leadership and cross-functional stakeholders.
• Strong collaboration and partnership skills.
• Self-starter with the ability to manage multiple work streams simultaneously.
• Passion for customer-centered design and evidence-based decision-making.