Senior UX/CX Research Consultant – Hybrid USA

The Company

Wolters Kluwer is a global leader in professional information services. Professionals in the areas of Legal, Tax, Health, Finance, and Compliance 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 enable customers to make informed decisions with confidence. Every day, our customers make critical decisions to help save lives, improve the way we do business, and 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 business 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 supports 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 UX/CX Research Consultant, reporting to the Associate 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.

Work Arrangement

Hybrid: Eight days a month we come together in the closest office within 50 miles to experience the value of connecting with colleagues. This role is a part of DXG | EXO | Wolters Kluwer DXG U.S., Inc. Please view the site office location directory for potential office preferences nationwide. https://bit.ly/FindAWK_Office

Responsibilities include, but are not limited to:

Required Job Qualifications

• At least 8 years of relevant research experience
• Significant experience working with senior clients, stakeholders, and developers
• Exceptional communication and presentation skills
• Experience working in a Lean/Agile development environment
• Excellent time and project management skills
• Some experience in Financial Services, Banking, Compliance, Legal, or Tax domains
• Some experience working with organizational change management.
• Understanding of lending processes and financial products such as mortgages, commercial loans, and consumer loans.
• Knowledge of compliance and regulatory considerations in the lending industry, which can influence user behavior and needs.
• Experience working with financial software platforms or tools that automate lending processes.
• Some experience in the financial services industry, especially with digital transformation and automation initiatives
• Ability to use Gen AI tools and tool features for rapid research output
• Experience using remote research tools such as the Great Question, MIRO, and Dovetail.
• Educational experience: Bachelor's degree/University degree, Master’s degree a plus

Essential Duties and Responsibilities

Lead User Research:

• Collaborate with Leaders in Product Management, UX Design, and Engineering to define the long-term vision and strategy for user experience research for the segment, aligning it with business objectives and goals.
• Partner with Product Managers to understand business goals and objectives, both at the portfolio and product level.
• Lead the planning and execution of user research initiatives, employing a variety of generative and evaluative research methods.
• 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, concept validation, surveys, and usability testing.
• Partner with embedded UX design leads/teams to evaluate prototypes and solutions with customers.
• Ensure that the product teams are using research findings, data, and insights to inform design decisions and validate design solutions.
• Drive the culture of feedback and metrics to drive continuous improvement in the user experience.