Senior CX/UX Researcher (AI-First Innovation for Tax & Accounting) – Hybrid R0057506

Senior CX/UX Researcher (AI-First Innovation for Tax & Accounting) – Hybrid R0057506 | DXG | DXG | UX/CX COE - WK DXG U.S., Inc.

Summary - We are seeking an experienced and strategic Senior CX/UX Research Consultant to join our CX/UX team in Wolters Kluwer Tax & Accounting North America. In this role, you will report to the Manager, CX/UX Research • DXG | UX/CX COE and serve as a thought leader, driving advanced research initiatives and playing a key role in defining the future of tax and accounting workflows by transforming user insights into impactful, actionable recommendations.

This is an outstanding opportunity to collaborate with a talented team of CX/UX practitioners, solve complex challenges by integrating cutting-edge technologies, and make a significant impact on products used by thousands of accounting professionals every day.

Division/BU About Us : https://www.wolterskluwer.com/en/about-us | https://www.wolterskluwer.com/en/solutions/tax-accounting-us

Hybrid: Eight days a month we come together in the closest office within 50 miles to experience the value of connecting with colleagues. Please view the site office location directory for potential office preferences nationwide. http://bit.ly/Find_A_WK_Office   | #LI-Hybrid

NOTE: A portfolio is not required, but sharing a PAST PROJECT to articulate your ability to scope research and communicate findings to drive business impact is expected during the interview process.

Qualifications :

• Required: Bachelor's Degree in a relevant discipline (Design, HCI, Behavioral Sciences, or related field) or equivalent relevant experience with advanced UX certification or training. Master’s degree preferred.
• 5+ years in a User Research role for digital solutions, with demonstrated leadership in research planning and execution.
• Advanced Research Planning: Proven ability to design and lead complex, multi-phase user research studies aligned with business and product strategy.
• Data Analysis: Advanced skills in analyzing qualitative and quantitative user data.
• Report Writing: Ability to prepare sophisticated, clear, and persuasive research reports tailored to various stakeholders, including executives.
• Presentation Skills: Expertise in presenting research findings to diverse audiences from cross-functional teams.
• Cross-Functional Leadership: Demonstrated ability to influence and collaborate effectively with designers, product managers, engineers, and other disciplines across our business to implement research insights.
• Strong working knowledge of AI, agentic workflows, and their application in user research and product development.
• Experience evaluating emerging user interaction patterns and impacting product strategy for AI and Agentic solutions.
• Preferred: Experience in a B2B environment working on enterprise solutions
• Knowledge of Tax & Accounting solutions and customer workflows
• Familiarity with User Research platforms such as Great Question or UserZoom
• Experience collecting and reporting user data from Pendo or other analytics tools.
• Essential Duties and responsibilities
• Lead, design, and execute complex user research studies, identifying opportunities to drive business value and improve the user experience.
• Merge qualitative and quantitative data via mixed methodologies.
• Drive cross-functional alignment by presenting research insights to senior stakeholders and executive leadership, influencing product and business decisions.
• Synthesize and communicate research findings for diverse audiences, including executive summaries, workshops, and actionable recommendations for cross-functional teams.
• Partner with designers, product managers, and engineers to translate research insights into strategic design and product roadmaps.
• Document insights and artifacts in a central repository.
• Lead the creation and evolution of user personas/archetypes and journey maps based on robust research and data.
• Collaborate with Research Operations to utilize standardized research materials, frameworks, and processes ensuring alignment and consistency across all research initiatives
• Champion the adoption of emerging industry trends, tools, and methodologies—especially in AI and Agentic technologies—across the organization.
• Additional Information
• Wolters Kluwer offers a wide variety of competitive benefits and programs to help meet your needs and balance your work and personal life, including but not limited to: 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 upon request.
• 🔗  https://www.wolterskluwerbenefitsguide.com/welcome/
• Company Overview
• 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
• WK #1 for gender equality in the workplace in the Netherlands & #47 worldwide for 2023
• Disclaimer: The above statements are intended to describe the general nature and level of work being performed. They are 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.
• Our Interview Practices
• To maintain a fair and genuine hiring process, we kindly ask that all candidates participate in interviews without the assistance of AI tools or external prompts. Our interview process is designed to assess your individual skills, experiences, and communication style. We value authenticity and want to ensure we’re getting to know you—not a digital assistant. To help maintain this integrity, we ask to remove virtual backgrounds and include in-person interviews in our hiring process. Please note that use of AI-generated responses or third-party support during interviews will be grounds for disqualification from the recruitment process.
• Applicants may be required to appear onsite at a Wolters Kluwer office as part of the recruitment process.

Additional Information :

Wolters Kluwer offers a wide variety of competitive benefits and programs to help meet your needs and balance your work and personal life, including but not limited to: 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 upon request.