UX Researcher

About This Role

Working with AI engineers to identify opportunities for AI-assisted user experiences is a key part of this UX Researcher role. The position involves designing conversational, search-based, and AI-assisted workflows, and contributing to the development of intelligent search, knowledge discovery, and productivity tools. This role suits a candidate with strong experience in service design, user experience design, and human-centered design.

Responsibilities

• Plan and facilitate stakeholder engagement sessions, workshops, and co-design activities
• Conduct interviews, observations, and contextual research to understand operational processes and user needs
• Analyze existing workflows, pain points, workarounds, and service gaps
• Translate research findings into actionable insights and recommendations
• Develop personas, journey maps, and service blueprints to support decision-making
• Design end-to-end user journeys across multiple applications and business processes
• Develop future-state workflows, operating models, and service concepts
• Create wireframes, prototypes, and experience concepts to validate ideas with users
• Ensure consistency across digital touchpoints within the FM ecosystem
• Design experiences that simplify operational tasks and improve productivity
• Work closely with product managers to define user needs and prioritize opportunities
• Translate business and operational requirements into user stories and functional requirements
• Support backlog development and feature prioritization activities
• Help define MVPs, release scopes, and user validation plans
• Ensure proposed solutions align with business goals and operational realities
• Map and analyze current ("as-is") and future ("to-be") processes
• Identify opportunities to streamline workflows, reduce manual effort, and improve service delivery
• Support redesign of operational processes during application revamps and migrations
• Collaborate with stakeholders to validate proposed process improvements before implementation
• Work with AI engineers to identify opportunities for AI-assisted user experiences
• Design conversational, search-based, and AI-assisted workflows
• Contribute to the development of intelligent search, knowledge discovery, and productivity tools
• Ensure AI-enabled experiences remain intuitive, transparent, and user-centric
• Plan and facilitate concept testing, usability testing, and user acceptance activities
• Gather and synthesize user feedback throughout the delivery lifecycle
• Work closely with software engineers to ensure designs are implemented effectively