Lead end-to-end user research across digital products and services, translating user needs, behaviours, and pain points into actionable insights that guide product strategy and experience design. The role requires an AI-driven mindset and the ability to use AI tools to accelerate research, synthesis, prototyping, and communication without compromising research quality, ethics, privacy, or human judgment.

Key Responsibilities :

- Plan and lead qualitative and quantitative research throughout the product lifecycle.

- Conduct stakeholder interviews, user interviews, contextual inquiries, usability testing, surveys, diary studies, and accessibility research.

- Define research objectives, methodologies, participant profiles, discussion guides, and testing plans.

- Use AI tools to accelerate research planning, interview transcription, insight synthesis, pattern identification, and reporting.

- Use tools such as Claude, ChatGPT, Base44, Lovable, Dovetail, Maze, UserTesting, and similar platforms to create testable prototypes and validate concepts rapidly.

- Transform findings into personas, journey maps, service blueprints, opportunity areas, and clear product recommendations.

- Collaborate with UX and UI designers, product owners, developers, data teams, and business stakeholders.

- Establish research repositories, templates, standards, and governance practices.

- Conduct inclusive research involving People of Determination, senior citizens, and users with diverse accessibility needs.

- Measure experience outcomes and support the definition of usability, adoption, satisfaction, and accessibility metrics.

- Present findings clearly to senior leadership and influence product priorities through evidence.

- Ensure all research complies with data privacy, consent, security, and confidentiality requirements.

- Coach designers and product teams on research methods and evidence-based decision-making.

AI and Emerging Technology Expectations :

- Demonstrate fluency in AI-assisted research workflows using Claude, ChatGPT, Base44, Lovable, and equivalent platforms.

- Use AI to accelerate preparation and analysis while maintaining human oversight over research interpretation and recommendations.

- Validate AI-generated outputs and identify bias, unsupported assumptions, privacy risks, and inaccurate findings.

- Experiment with new AI-enabled research methods and recommend responsible applications for the Digital Experience team.

Qualifications and Experience :

- Bachelor's or master's degree in Human-Computer Interaction, Psychology, Behavioural Science, Design Research, or a related field.

- Minimum 7 years of experience in UX research, service design, or customer experience research.

- Strong portfolio demonstrating how research influenced digital products and measurable outcomes.

- Advanced knowledge of qualitative and quantitative research methodologies.

- Proven experience researching complex digital platforms, enterprise systems, or government services.

- Strong understanding of accessibility standards, including WCAG 2.1 AA.

- Excellent facilitation, storytelling, analytical, and stakeholder-management skills.

- Fluent English is required; Arabic is highly preferred.

Core Competencies :

- Research strategy and planning

- Qualitative and quantitative analysis

- Insight synthesis and storytelling

- Inclusive and accessible research

- AI literacy and responsible use

- Stakeholder influence

- Coaching and research governance