Senior UX Researcher

Title: Senior UX Researcher

Location:

Kuala Lumpur, MY, MY

Global Business Unit: OTH

Job Function: Information Technology

Requisition Number: 217334

Description
Job summary

As a Senior UX Researcher, you will play a pivotal role in enhancing user experiences, enabling product discovery, and uncovering new opportunities to solve problems across our digital platforms. A key focus of this role is to drive innovation and optimization by introducing new ways of working, including AI, automation, and advanced discovery practices while actively immersing in product discovery work.

You will conduct in-depth research to understand user behavior, preferences, and pain points, translating insights into actionable strategies that inform product usability, satisfaction, and business direction. You will facilitate workshops, support cross-functional discovery initiatives, and work closely with technical counterparts to embed innovation and foster a culture of experimentation. This is a hands-on, senior specialist role designed to shape impactful digital product experiences while bridging functional and technical perspectives

General responsibilities

• Conduct user research through interviews, surveys, usability testing, analytics, and ethnographic methods to gain deep insights into user needs and behaviors.
• Analyze findings to identify trends, patterns, and opportunities for product and user experience improvement.
• Lead R&D and discovery initiatives exploring AI, automation, and new methods to optimize digital product design and strategy.
• Facilitate product and strategy discovery workshops (e.g., Design Thinking, Sprints, innovation labs) to generate solutions aligned with user needs and business goals.
• Develop user personas, journey maps, and other artefacts that inform design and drive empathy across teams.
• Translate research into UX strategies and roadmaps, prioritizing features and enhancements based on user and business impact.
• Advocate for user-centred decision-making throughout the product lifecycle, ensuring evidence-based design and innovation adoption.
• Continuously evaluate and iterate UX solutions using usability testing, A/B testing, and data-driven validation.
• Contribute to overall UI/UX governance and evangelize the UX and innovation mindset across Digital & IT and Business stakeholders.

Leadership responsibilities

• Work closely with digital technical counterparts to identify opportunities where AI and technology can transform ways of working and support an innovation culture.
• Influence cross-functional collaboration by facilitating discovery and innovation workshops across teams.
• Champion innovation and user-centric practices, acting as a senior advisor to stakeholders and product teams
• Able to influence opinions and decisions when working closely with internal and external stakeholders, and with Digital and IT teams

Functional skills and knowledge

• Strong proficiency in Agile tools, product analytics, and process
• Strong proficiency in qualitative and quantitative research methodologies.
• Solid understanding of product discovery tools and methods (Design Thinking, Human-Centred Design, Design Sprints).
• Experience with UX design tools (Figma, Adobe XD, Sketch).
• Familiarity with emerging technologies, particularly AI and data-driven design approaches.
• Ability to design and facilitate product and strategy discovery processes.
• Strong analytical and synthesis skills for complex data and insights.
• Skilled in developing personas, journey maps, and UX artefacts.
• Ability to bridge functional and technical perspectives, working effectively with technical counterparts.
• Strategic mindset with a hands-on approach to execution.
• Knowledge of accessibility best practices and inclusive design principles.
• Experience working in Agile environments.

Soft skills

• Curious, innovative, and eager to explore new technologies and methodologies.
• Strong facilitation skills for workshops and cross-functional collaboration.
• Excellent communication and storytelling skills for influencing stakeholders.
• High adaptability and flexibility in fast-moving environments.
• Strong time management and prioritization skills.
• High attention to detail and ability to work under pressure.
• Strong stakeholder management and collaboration mindset.
• Ability to work well in a fast-moving environment
• Performs well under pressure

Education

Bachelor's degree in business administration, computer science or IT

Work experience

A minimum of 7 years working UX related roles, research, or product discovery roles in digital or technology-driven organizations.

Requisition Number: 217334

Job Function: Information Technology