Senior CX/UX Research Consultant

Senior CX/UX Research Consultant (Sr. User Researcher | Tax Accounting) - R0049870 USA

The Company
Wolters Kluwer is a global leader in professional information services. Professionals in the areas of Tax Accounting sectors rely on Wolters Kluwer's market leading information-enabled tools and expert software solutions to manage their business efficiently, deliver results to their clients, and succeed in an ever more dynamic world. Wolters Kluwer combines deep domain knowledge with specialized technology. Our portfolio offers software tools coupled with content and services that customers need to make decisions with confidence. Every day, our customers make critical decisions to help save lives, improve the way we do business, build better judicial and regulatory systems. We help our clients get it right.

The Business Unit

The Digital eXperience Group (DXG) co-creates products and solutions and consults to Wolters Kluwer businesses units around the globe. Our business unit partners serve professionals in demanding knowledge-based industries where you have to be right.  DXG’s wide and growing array of solutions and services support business units in building and expanding their online product portfolios.  DXG provides global leverage of industry and customer insight, driving technology capabilities for local product innovation.

The Position

The Senior CX/UX Research Consultant (Sr. User Researcher), reporting to the Director of UX/CX Research, will be responsible for all aspects of UX Research for the Lien Solutions business of our Financial and Corporate Compliance Division. You will provide close partnership for senior business stakeholders and development heads to deliver world-class experiences through data driven decision making.

Hybrid: Eight days a month we come together in the closest office within 50 miles to experience the value of connecting with colleagues. You will report to the Director of UX/CX Research.  This role is a part of the Wolters Kluwer Tax Accounting  - DXG U.S., Inc. - DXG Customer and User Experience. Please view the site office location directory for potential office preferences nationwide.   https://bit.ly/Find_A_WK_Office

#LI-Hybrid  

Required Job Qualifications (Min 8yr experience):

Experience, Knowledge and Tools  

• You have eight or more years of experience working in the field of user research – ideally within an agile environment
• You have a solid grasp of generative and evaluative research methods for collecting data and insights that reveal user’s behaviors, needs, and opinions and can use the insights to inform design decisions
• You have experience working closely with designers, product managers, engineers, and other professionals to prioritize research opportunities in a fast-paced, rapidly changing environment
• You are familiar with principles of Lean Product and Lean UX and have a solid grasp of user-centered design (UCD)
• You are at ease with exploring and evaluating complex business processes and have experience of research for B2B products
• You are open to feedback and have no issues receiving (constructive) criticism
• Excellent English verbal and written communication skills are essential
• Proficient with Miro or similar design collaboration tools

Preferred Job Qualifications (Min 8yr experience):

• Education:  Bachelor's degree/University degree, Master’s degree a plus
• Demonstrated skill in collecting and analyzing human behavioral data to inform UX and product strategy in a technology industry setting
• Experience collecting and reporting user data from Pendo or other analytics tools
• Experience impacting product direction on products leveraging AI and large language models (LLMs)
• Experience working in a B2B environment on enterprise solutions
• Experience in a formal Agile development environment.
• Experience with Tax & Accounting solutions
• Experience collaborating with designers in Figma
• Experience working with a User Research platform

Essential Duties and Responsibilities 

• Collaborate with product leadership to understand the user(s), the needs of the business, as well as interaction with processes and systems to identify research needs and execute on them.
• Interprets business challenges and recommends best practices to improve technology products, or to improve processes or services through applicable technology.
• Guide the product team in strategic decision making from identifying the key user needs to the end of the envisioning process, followed by continuous usability testing of existing and new patterns
• Create understanding and empathy around user needs, stated and unstated, for the entire product team including UX designers, product managers, and engineers
• Explore the behaviors and motivations of our users through methods like contextual inquiry, surveys and usability testing
• Be an ambassador of design thinking and a user-centered process
• Ask smart questions, take risks and champion new ideas and be absolutely relentless in your pursuit of excellence

Additional Information:  

Wolters Kluwer offers great benefits and programs to help meet your needs and balance your work and personal life, including: Medical, Dental, & Vision Plans, 401(k), FSA/HSA, Commuter Benefits, Tuition Assistance Plan, Vacation and Sick Time, and Paid Parental Leave. Full details of our benefits are available - https://www.mywolterskluwerbenefits.com/index.html  

Company Overview

Wolters Kluwer (EURONEXT: WKL) is a global leader in professional information, software solutions, and services for the healthcare, tax and accounting, financial and corporate compliance, legal and regulatory, and corporate performance and ESG sectors. We help our customers make important decisions every day by providing expert solutions that combine deep domain knowledge with specialized technology and services.
Wolters Kluwer reported 2022 annual revenues of €5.5 billion. The group serves customers in over 180 countries, maintains operations in over 40 countries, and employs approximately 20,000 people worldwide. We are headquartered in Alphen aan den Rijn, the Netherlands.

• Ranked by Forbes Magazine as among America’s Best Large Employers for 2022 - #84
• Wolters Kluwer secures 2nd place in Newsweek's Most Trustworthy Companies List 2023
• WK #1 for gender equality in the workplace in the Netherlands & #47 worldwide for 2023

Disclaimer: The above statements are intended to describe the general nature and level of work being performed. They are not intended to be an exhaustive list of all responsibilities and requirements. The job description provided is subject to revision and modification at any time.

Texas-Coppell-Rombauer Rd

Texas-Houston-Allen Pkwy

Texas-Dallas-Bryan St

Pennsylvania-Philadelphia-Market St

Florida-Tampa-West Boy Scout Blvd

Ohio-Columbus-Easton Commons Way

Indiana-Indianapolis-Woodfield Crossing Blvd

Wisconsin-Madison-Junction Rd

Georgia-Kennesaw-Chastain Meadows Ct NW

Kansas-Wichita-East Douglas

Ohio-Hudson-Terex Road

Delaware-Wilmington-Orange St

Missouri-Clayton-South Central Ave

Applicants may be required to appear onsite at a Wolters Kluwer office as part of the recruitment process.