Wolters Kluwer develops professional information, software, and services for people working in healthcare, law, accounting, tax, finance, audit, risk, compliance, and regulatory fields. Its products help clinicians, nurses, and business and legal professionals organize complex work, make informed decisions, and address demanding challenges. Operating across more than 180 countries with a workforce of over 21,000 employees, Wolters Kluwer brings together expertise in healthcare, legal services, and consulting-related domains. Its careers organization supports opportunities for professionals interested in building tools and information resources used across these sectors.
Senior CX/UX Researcher, AI Innovation for Tax & Accounting
Lead mixed-methods research for Wolters Kluwer’s AI-focused tax and accounting products. Turn customer insights into product strategy, roadmaps, and better workflows.
Description
- Lead and deliver complex user research that uncovers opportunities for business value and stronger user experiences
- Combine qualitative and quantitative evidence using mixed research methods
- Share research insights with senior stakeholders and executives to shape product and business decisions
- Distill findings into executive summaries, workshops, and practical recommendations
- Work with designers, product managers, and engineers to embed insights into design and product roadmaps
- Maintain research insights and supporting artifacts in a centralized repository
- Guide the development and ongoing refinement of user personas, archetypes, and journey maps
- Partner with Research Operations to establish consistent research materials, frameworks, and processes
- Promote relevant industry developments, tools, and methods, with particular emphasis on AI and agentic technologies
- Report to the Manager, CX/UX Research
Requirements
- Bachelor’s degree in design, HCI, behavioral sciences, or a related discipline, or equivalent relevant experience paired with advanced UX certification or training
- At least five years of experience in user research for digital solutions
- Proven ability to lead research planning and execution
- Experience designing and directing complex, multi-phase studies connected to business and product strategy
- Advanced capability in qualitative and quantitative user-data analysis
- Ability to create clear, sophisticated, and persuasive research reports for audiences including executives
- Expertise presenting research findings to varied audiences
- Strong collaboration and influencing skills across design, product management, engineering, and related disciplines
- Working knowledge of AI, agentic workflows, and their use in research and product development
- Experience assessing emerging interaction patterns and shaping strategy for AI and agentic solutions
- Advanced UX certification or training is required when equivalent experience is used instead of a bachelor’s degree
- Master’s degree preferred
- B2B experience with enterprise solutions preferred
- Familiarity with tax and accounting products and customer workflows preferred
- Experience with Great Question or UserZoom preferred
- Experience gathering and reporting user data through Pendo or other analytics platforms preferred
- Be prepared to present a prior project showing how you scoped research and communicated findings to create business impact during the interview
Benefits
- Medical, dental, and vision coverage
- 401(k) plan
- Flexible spending and health savings accounts
- Commuter benefits
- Tuition assistance
- Vacation and sick leave
- Paid parental leave
- Bonus eligibility
- Hybrid schedule requiring eight days per month at the nearest office within 50 miles