As part of the Solutions team, the UX Researcher supports the redesign of customer service programs across client prospects and key client verticals. This role is central to driving customer-centric transformation by uncovering actionable insights about both customer and agent experiences within high-volume, omnichannel contact center environments. Requires an empathetic, data-driven storyteller who can translate user behaviors and pain points into compelling narratives and service improvement opportunities. This is a hands-on role embedded in a cross-functional transformation team, working alongside service designers, operations SMEs, process consultants, and technology leads.
Job Requirements:
• Plan, design, and execute qualitative and quantitative research focused on customer and agent experiences across service channels (voice, chat, email, app, web).
• Conduct interviews, surveys, contextual inquiries, and observational research to capture needs, behaviors, and pain points.
• Develop personas, journey maps, and experience frameworks that highlight key "moments that matter" across the customer lifecycle.
• Analyze Voice of the Customer (VoC) data, operational metrics, and digital interaction patterns to triangulate insights.
• Collaborate closely with Solution Architects, Business Development / Account Management, Clients and Operations teams to inform the redesign of workflows, tools, and service touchpoints.
• Facilitate concept testing and usability validation of new service experiences, tools, and process changes.
• Present findings through clear, visual storytelling that drives alignment and action across stakeholders.
• Facilitate Design Thinking Workshops, that guides participants through the Design Thinking process to generate user-centered solutions to a problem.
• Maintain a dual-user perspective — focusing equally on end customers and frontline agents who deliver the experience.
• Understand and adhere to policies, guidelines and procedures pertaining to ethics and compliance, and to the protection of Information Assets, integrity of customer transactions, proper and ethical utilization of access privileges and resources provided to perform the role. Fully comply with all provisions of the Company Code of Conduct, Acceptable Use Policy and Confidentiality Agreement.
• Protect company assets, systems, proprietary and confidential information in accordance with Foundever Associate Agreement.
• Proactively report actual or suspected ethics and compliance violations, vulnerabilities, security incidents and breaches in the confidentiality, integrity or availability of Information assets as per the Company’s policy.
Qualifications
• 3–5+ years of experience in UX Research, CX Research, or Human-Centered Design, with a focus on service environments.
• Experience creating journey maps, personas, service blueprints, and experience reports.
• Experience in leading Design Thinking Workshops
• Experience in contact center, customer service, or CX transformation initiatives is strongly preferred.
• Bachelor’s Degree in related Field
• Demonstrated expertise in research methods: interviews, surveys, usability testing, contextual inquiries, etc.
• Proven ability to analyze, synthesize, and communicate insights to non-research audiences.
• Strong collaboration skills and comfort working in cross-functional teams that include Ops, Tech, and Design.
• Familiarity with omnichannel environments (IVR, chatbots, email, mobile, live agents) and supporting platforms (e.g., NICE, Genesys, Salesforce Service Cloud).
• Preferred Tools and Platforms
o Research Tools: Dovetail, Optimal Workshop, Qualtrics, SurveyMonkey
o Journey Mapping: Miro, Mural, Smaply, Lucidchart
o Analytics: Excel/Google Sheets, basic survey analytics, VoC dashboards
o Collaboration: Figma (light wireframing), PowerPoint, Google Workspace
• Strong communicator and storyteller
• Empathetic listener with a user-first mindset
• Curious, analytical, and action-oriented
• Adaptable and comfortable in fast-paced, evolving environments
Pre-employment Requirements
Offers of employment are conditional and require that you complete and pass a criminal background check that reviews all criminal activity in every area of residence for the last seven years.
EEO Statement
Foundever is committed to selecting, developing, and rewarding the best person for the job based on the requirements of the work to be performed and without regard to race, age, color, religion, sex, creed, national origin, ancestry, citizenship, disability/handicap, marital status, protected veteran status, uniform status, sexual orientation, pregnancy, genetic information, gender identity and expression, or any other basis protected by federal, state or local law. The Company forbids discrimination of all kinds, whether directed at Associates, applicants, vendors, customers, or visitors. This policy applies to all terms and conditions of employment, including recruitment, hiring, promotion, compensation, benefits, training, discipline, and termination
