About Us

Foundever™ is a global leader in the customer experience (CX) industry. With 170,000 associates across the globe, we are the team behind the best experiences for over 750 of the world’s leading and digital-first brands. Our innovative CX solutions, technology, and expertise are designed to support operational needs for our clients and deliver a seamless experience to customers in the moments that matter.

Job Summary

We are looking for an experienced UX Researcher in the EMEA region, located in Lisbon, (UTC+1 time zone) to join our globally distributed AI department. You will play a crucial role in shaping the future of CX and driving the success of our GenAI-powered products by understanding the needs, behaviors, and pain points of our users.

We are seeking an experienced and user-centric UX Researcher with a passion for exploring user insights and deep familiarity with AIpowered solutions. As a UX Researcher at Foundever, you will have a direct impact on designing user-centric products by conducting and leading research initiatives for our all of our products, with a deeper focus on our GenAI-powered offerings, ensuring our solutions resonate with users and add significant value. You will collaborate closely with Design, Product, and Engineering teams to develop research strategies that inform and inspire user experience decisions and product direction. You will also occasionally travel to our multiple sites locations to run on-field research, as agreed to with your manager. Your insights will guide the development of AI solutions that enhance customer interactions and provide seamless user experiences for our 170,000 associates.

Primary Job Responsibilities

• Plan, design, and conduct qualitative and quantitative user research to understand user needs, behaviors, and motivations.
• Synthesize research findings into clear insights that help shape product and design decisions.
• Collaborate closely with product managers, designers, engineers, and other stakeholders to ensure research findings are translated into impactful solutions.
• Develop and maintain a deep understanding of our users by leveraging various research methods, such as interviews, usability testing, surveys, and ethnographic studies.
• Generate insights that both fuel ideation and evaluate designs.
• Advocate for user-centered design principles throughout the product development process.
• Lead workshops and ideation sessions with cross-functional teams to bring user perspectives to the forefront.
• Establish, implement and maintain best practices for UX research to ensure consistent, high-quality outcomes.
• Build and maintain a repository of user insights to help guide and educate other teams.
• Stay informed of emerging research trends, tools, and methods, particularly in the areas of AI and CX.

Requirements

Experience

• 4+ years experience, using both qualitative and quantitative research methodologies.
• Proven track record of successfully delivering impactful insights for digital products, preferably in a technology-driven environment.
• Exceptional written and verbal communication skills, with the ability to present research findings effectively to different audiences.
• Experience managing multiple priorities simultaneously without sacrificing quality or deadlines.
• Experience conducting research in complex problem spaces such as customer service or enterprise solutions.

This would be considered as a plus:

• Strong understanding of user-centered design principles and methodologies.
• Expertise in tools or methods for conducting accessibility research.
• Experience with creative workshop design.
• Coding/scripting skills.

Education

Degree in Human-Computer Interaction, Sociology, Psychology, Anthropology, Cognitive Sciences, or equivalent experience.

Languages

Excellent conversational and written knowledge in English (C1 level minimum). French or Spanish language skills are a bonus.

Our offer

Impactful work. The opportunity to contribute to the development of cutting-edge AI technologies that will shape the future of CX.

Professional growth. Continuous learning and development opportunities in a dynamic, remote work environment.

Competitive compensation. Attractive salary and benefits package.

Collaborative environment. A supportive team culture with opportunities for occasional travel for training and industry events

Note

Thank you for your interest in joining Foundever. Due to the high number of applications we receive, only shortlisted candidates will be contacted. We appreciate your understanding.