UX Researcher

Responsibilities

• Plan and conduct user research across customer, participant, caregiver, employee, support, and operational stakeholder groups.
• Develop research plans, interview guides, surveys, usability tests, journey maps, and synthesis approaches aligned to product questions.
• Evaluate current products, workflows, prototypes, and future solution concepts for usability, accessibility, friction, comprehension, and adoption barriers.
• Partner with Product Owners and the Director of Product to connect research findings to roadmap priorities, requirements, and backlog decisions.
• Define the design system and create or collaborate on design elements for design exploration, prototype validation, usability testing, and customer experience considerations.
• Create or direct designs and prototypes for testing and development.
• Coordinate research sessions, including participant recruitment support, scheduling, consent expectations, and privacy-sensitive handling of feedback.
• Build and maintain a lightweight research repository, including findings, themes, artifacts, and reusable insights.
• Define and track usability signals such as task success, friction points, adoption barriers, satisfaction feedback, and support themes.
• Communicate research findings through concise readouts, artifacts, and stakeholder discussions that drive product decisions.

Requirements

• 4+ years of experience in UX research, design, product research, customer research, service design research, or related roles.
• Experience user experience research methods, including interviews, surveys, usability testing, observation, and synthesis.
• Experience building prototypes and designs that meet accessibility, usability, and brand standards.
• Familiarity with key UX concepts such as design systems, design sprints, usability testing, etc.
• Ability to evaluate complex workflows, internal tools, customer-facing experiences, and service interactions.
• Strong skills in translating research findings into actionable product recommendations and decision support.
• Experience partnering with product managers, product owners, designers, engineers, operations, and customer-facing teams.
• Familiarity with accessibility, inclusive practices, usability heuristics, and research ethics.
• Comfort working with external design partners and cross-functional teams to validate design concepts.
• Strong written, visual, and verbal communication skills, including clear presentation of insights to stakeholders.
• Experience with research and design tools such as Figma, Adobe, UserTesting, Qualtrics, Miro, or similar platforms.
• Experience in regulated, healthcare, public sector, or complex service environments, preferred.