Job Description

The UX Researcher is responsible for understanding and evaluating customer behaviors, user needs, workflow pain points, design concepts, and the usability of existing and future GTI solutions. This role is focused on user experience research and design ownership. The UX Researcher partners with Product Owners, the Director of Product, IT Development, Operations, Support, Third-Party Design Contractor(s), and end users as GTI's design partner to ensure research findings inform product strategy, roadmap decisions, design validation, backlog prioritization, and launch readiness. This role guide accessibility standards and common design systems and will create or direct designs and prototypes for testing and development. Location Hybrid (business and team presence as needed; flexibility based on candidate) Responsibilities Plan and conduct user research across customer, participant, caregiver, employee, support, and operational stakeholder groups. Develop research plans, interview guides, surveys, usability tests, journey maps, and synthesis approaches aligned to product questions. Evaluate current products, workflows, prototypes, and future solution concepts for usability, accessibility, friction, comprehension, and adoption barriers. Partner with Product Owners and the Director of Product to connect research findings to roadmap priorities, requirements, and backlog decisions. Define the design system and create or collaborate on design elements for design exploration, prototype validation, usability testing, and customer experience considerations. Build and guide development of prototypes and designs for testing and development Coordinate research sessions, including participant recruitment support, scheduling, consent expectations, and privacy-sensitive handling of feedback. Build and maintain a lightweight research repository, including findings, themes, artifacts, and reusable insights. Define and track usability signals such as task success, friction points, adoption barriers, satisfaction feedback, and support themes. Communicate research findings through concise readouts, artifacts, and stakeholder discussions that drive product decisions. Requirements 4+ years of experience in UX research, design, product research, customer research, service design research, or related roles. Experience user experience research methods, including interviews, surveys, usability testing, observation, and synthesis. Experience building prototypes and designs that meet accessibility, usability, and brand standards Familiarity with key UX concepts such as design systems, design sprints, usability testing, etc. Ability to evaluate complex workflows, internal tools, customer-facing experiences, and service interactions. Strong skills in translating research findings into actionable product recommendations and decision support. Experience partnering with product managers, product owners, designers, engineers, operations, and customer-facing teams. Familiarity with accessibility, inclusive practices, usability heuristics, and research ethics. Comfort working with external design partners and cross-functional teams to validate design concepts. Strong written, visual, and verbal communication skills, including clear presentation of insights to stakeholders. Experience with research and design tools such as Figma, Adobe, UserTesting, Qualtrics, Miro, or similar platforms. Experience in regulated, healthcare, public sector, or complex service environments, preferred. Reporting Structure Reports to: Head of Digital & Strategy Direct oversight of: None Key external partnership: Design partner(s) #J-18808-Ljbffr

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