Senior CX/UX Researcher - Hybrid PA/MN/IL/WI/FL

Senior CX/UX Researcher – Hybrid PA/MN/IL/WI/FL R0043585

Job Description

About the Team

Wolters Kluwer’s Digital Experience Group (DXG) creates products and solutions for its business divisions which serve professionals in healthcare; tax and accounting; financial and corporate compliance; legal and regulatory; corporate performance and ESG sectors around the world. Our UX team collaborates closely with cross-functional product teams to solve complex customer and business problems in ways that our customers love, while also working for our business.

About the Role

The Senior CX/UX Researcher is responsible for enhancing our customer-facing products and solutions within Wolters Kluwer’s Health Division, specifically our Medical Research segment by driving a deep understanding of customer jobs to be done, unmet needs, and pain points.

Together with a multidisciplinary team of product managers, user-experience designers, and engineers you will continuously help to improve the end-to-end experience. Your research and coaching will be key in creating useful, usable, and delightful new and existing solutions and patterns.

This role requires a creative, energetic and adaptable problem-solver who is able to navigate complexity, act as a liaison among cross-functional teams and ensure that the right data is gathered to support decision making. Past exploration and understanding of AI patterns and solutions are a plus.

This is a hybrid role that requires a minimum of 8 days per month on-site at the nearest Wolters Kluwer office within a commutable distance within the listed offices.   The location requirement provided is subject to revision and modification at any time due to business demands.

Job Qualifications

• At least 8 years of relevant research experience

• Bachelor's degree (BA) from a four-year college or university (or equivalent)

• Familiar with principles of Lean Product and Lean UX

• Comfortable leading visioning workshops with multidisciplinary teams of business, technology, content and user experience roles

• Have experience working in distributed, collaborative teams and working directly with development groups for the implementation of designs

• Knowledge of agile software development processes and experience with requirements management and complex projects

• Background and/or education in the healthcare industry with specific knowledge of hospital information technology preferred

• Knowledge and/or experience with emerging technologies (e.g. AI, MR/AR/VR, etc.)

Essential Duties and Responsibilities

User Research:

Collaborating with leaders in Product Management, UX Design, and Engineering, to understand business objectives and employ appropriate research methods to drive design and business decisions.

• Provide close partnership for senior business stakeholders and development heads to deliver world-class experiences through data driven decision making

• Lead the planning and execution of user research initiatives, employing a variety of generative and evaluative research methods including Contextual Interviewing, concept validation, and Usability Testing.

• Explore quantitative research tools and the data and insights we gather from instrumentation

• Partner with embedded UX design leads/teams to evaluate prototypes and solutions with customers

• Ensure Product teams gain a deep understanding of user needs, behaviors, and motivations through clear presentations of the data analysis

• Ensure that the product teams are using research findings, data and insights to inform design decisions and validate design solutions.

• Support exploration and experimentation with AI based on identified patterns and use cases from the user research.

• Have a genuine interest in Gen AI and latest trends including the ability to understand AI response feedback cycles and make adjustment recommendations

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 -

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

• CEO Nancy McKinstry ranked 16th by Harvard Business Review of the best performing CEOs in the World.

• WK #1 for gender equality in the workplace in the Netherlands & #47 worldwide for 2023 .

Diversity Matters : Wolters Kluwer strives for an inclusive company culture in which we attract, develop, and retain diverse talent to achieve our strategy. As a global company, having a diverse workforce is of the utmost importance. We've been recognized by employees as a European Diversity Leader in the Financial Times, as one of Forbes America’s Best Employers for Diversity in 2022, 2021 and 2020 and as one of Forbes America’s Best Employers for Women in 2021, 2020, 2019 and 2018. In 2020, we placed third in the Female Board Index, and were recognized by the European Women on Boards Gender Diversity Index. Wolters Kluwer and all of our subsidiaries, divisions and customer/departments is an Equal Opportunity / Affirmative Action employer.

The above statements are intended to describe the general nature and level of work being performed by most people assigned to this job.  They’re 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.

EQUAL EMPLOYMENT OPPORTUNITY Wolters Kluwer U. S. Corporation and all of its subsidiaries, divisions and customer/business units is an Equal Opportunity / Affirmative Action employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or protected veteran status.