What You'll Do
As a UX Researcher, you'll play a critical role in shaping products that improve the day-to-day experience of operational teams. You'll partner closely with designers, product managers, and stakeholders across the US and Manila to uncover insights, advocate for users, and drive meaningful product decisions.
Key Responsibilities
- Partner with US-based Product Designers and Product Managers to identify research opportunities that inform product strategy and design decisions.
- Conduct contextual inquiries, observations, interviews, and usability testing to deeply understand employee workflows, challenges, and unmet needs.
- Transform research findings into clear, prioritized, and actionable recommendations that influence product direction.
- Create compelling journey maps, process flows, personas, and research reports that bring user insights to life.
- Present findings and recommendations to cross-functional teams and senior stakeholders.
- Facilitate workshops and collaborative sessions to validate assumptions, align priorities, and drive consensus.
- Coordinate and manage research activities, including participant recruitment, scheduling, and session logistics.
- Act as a trusted liaison between Manila-based teams and the US Product Design organization, building strong relationships with site leaders and operational stakeholders.
- Champion a user-centered culture by ensuring employee voices are reflected in product decisions.
About You
We're looking for someone who is naturally curious, empathetic, and passionate about understanding people and solving real-world problems through research.
Qualifications
- 4+ years of hands-on UX Research experience, with strong expertise in contextual inquiry and qualitative research methods.
- Bachelor's degree in Human-Computer Interaction (HCI), Psychology, Anthropology, Design, or a related field—or equivalent practical experience.
- Demonstrated ability to synthesize complex qualitative data into meaningful insights and actionable recommendations.
- Excellent communication, storytelling, and presentation skills.
- Experience facilitating workshops, interviews, and research sessions with diverse stakeholder groups.
- Collaborative mindset with the ability to build strong partnerships across teams and functions.
- Comfortable working in a fast-paced, highly collaborative environment.
Nice to Have
- Experience conducting research within operationally complex environments such as customer support, operations, logistics, or back-office teams.
- Familiarity with Dovetail or other research repository and insight management tools.
- Experience working with BPO, shared services, or production staff populations.
- Exposure to global, distributed teams and cross-cultural collaboration.
