Senior UX Researcher - Enterprise AI Adoption & Workforce Transformation

About InfinitiveInfinitive is a data and AI consultancy that enables its clients to modernize, monetize and operationalize their data to create lasting and substantial value. We possess deep industry and technology expertise to drive and sustain adoption of new capabilities. We match our people and personalities to our clients' culture while bringing the right mix of talent and skills to enable high return on investment.Infinitive has been named “Best Small Firms to Work For” by Consulting Magazine 9 times, most recently in 2026. Infinitive has also been named a Washington Post “Top Workplace”, Washington Business Journal “Best Places to Work”, and Virginia Business “Best Places to Work.”About The RoleInfinitive is seeking an experienced Senior UX Researcher – Enterprise AI Adoption & Workforce Transformationto support a large U.S. financial institution in accelerating the adoption and effective use of artificial intelligence across its workforce.This role is focused on understanding how associates actually work, where they encounter friction, and how AI tools can help them become more effective, productive, and confident in their day-to-day responsibilities.The ideal candidate is a highly curious, hands-on researcher who enjoys observing people in their working environments, asking thoughtful questions, facilitating discussions, and uncovering opportunities that may not be immediately obvious to users or leadership.Working across multiple Lines of Business (LOBs), functions, and associate skill levels, you will conduct observational studies, interviews, focus groups, and usability assessments to understand how associates interact with existing processes, enterprise applications, and emerging AI capabilities.You will go beyond collecting feedback. You will translate research findings into clear, prioritized, actionable recommendations that help technology, product, training, and change management teams improve the associate experience and accelerate the adoption of AI.This is an opportunity to help shape how AI becomes a practical, trusted, and valuable part of everyday work at one of the country's largest financial institutions.Key ResponsibilitiesUnderstand How Associates WorkConduct hands-on observational research, including contextual inquiries, workflow shadowing, and task-based studies, to understand how associates perform their daily responsibilitiesIdentify repetitive activities, manual processes, information discovery challenges, knowledge gaps, and workflow inefficiencies that may present opportunities for AI-enabled improvementsEvaluate how associates currently use AI assistants, copilots, enterprise search, knowledge tools, and other available technologiesUnderstand variations in workflows, technology proficiency, and AI adoption across different LOBs, teams, and job functionsDistinguish between challenges that can be addressed through improved training, better tool capabilities, workflow redesign, or broader organizational changesLead Focus Groups and User ResearchDesign, organize, and facilitate focus groups, user interviews, workshops, and structured user studies across diverse associate populationsEngage associates ranging from AI beginners to experienced users to understand differences in needs, confidence, behaviors, and expectationsCreate a comfortable, productive research environment that encourages candid feedback and surfaces unmet needs, frustrations, and practical opportunitiesConduct usability testing and task-based evaluations of AI tools, prototypes, and existing enterprise workflowsDevelop surveys and qualitative research instruments to measure adoption barriers, associate sentiment, usability, confidence, and perceived valuePartner with LOB leaders and program stakeholders to identify research participants and ensure appropriate representation across teams and rolesIdentify AI Adoption Opportunities and BarriersAnalyze associate workflows to identify where AI can help reduce effort, improve quality, accelerate information discovery, and support better decision-makingIdentify obstacles to adoption, including limited AI knowledge, unclear use cases, lack of trust, ineffective prompting practices, difficult user experiences, or workflow integration challengesObserve how associates formulate questions and prompts, evaluate AI-generated responses, and incorporate AI outputs into their workIdentify opportunities to improve AI proficiency through targeted coaching, practical examples, reusable prompts, and role-specific trainingRecommend ways to make AI capabilities more accessible, intuitive, relevant, and useful within existing business processesRecognize where human judgment, oversight, data protection, and established banking controls remain essentialTurn Research Into Actionable InsightsSynthesize observational findings, interviews, focus groups, surveys, and available usage analytics into clear, evidence-based insightsTranslate research into practical recommendations for product enhancements, AI use cases, associate enablement, workflow improvements, and adoption strategiesPrioritize findings based on associate impact, business value, adoption potential, feasibility, and implementation effortCreate workflow maps, user journeys, associate personas, opportunity assessments, and concise research summariesIdentify quick wins that can improve the associate experience immediately, alongside longer-term opportunities for AI-enabled transformationPartner with technology, product, training, and change management teams to turn recommendations into measurable actionsFollow up on implemented improvements to assess whether they address the original associate challengesMeasure Adoption and Productivity ImpactEstablish research approaches and baseline measures to understand current workflows, AI proficiency, and adoption maturityCombine qualitative findings with available quantitative measures, including tool usage, task completion time, user satisfaction, friction points, and self-reported productivityIdentify opportunities to evaluate time savings, reduced manual effort, improved task quality, and increased associate confidenceConduct follow-up studies to evaluate changes in behavior and effectiveness following training, product improvements, or process changesHelp identify differences between tool availability, actual adoption, effective usage, and measurable business valueDevelop practical insights that enable program leadership to understand where AI adoption is working, where additional support is needed, and what to prioritize nextCollaborate Across the EnterpriseWork closely with AI adoption leaders, LOB stakeholders, product managers, UX designers, technology teams, learning and development, and change management partnersPresent research findings and recommendations to business sponsors and senior leaders in concise, actionable formatsFacilitate working sessions to align stakeholders around research findings, priorities, and next stepsEstablish repeatable methods for gathering feedback and identifying emerging associate needs as AI capabilities evolveMaintain appropriate research documentation, participant consent, confidentiality, and compliance with enterprise policies for employee information and sensitive banking dataRequired Qualifications6+ years of experience in UX research, user research, human factors, design research, organizational research, or a closely related disciplineDemonstrated experience planning and conducting observational research, contextual inquiries, workflow studies, interviews, and usability assessments in enterprise environmentsStrong experience designing and facilitating focus groups, workshops, and qualitative user studies involving diverse participant groupsProven ability to uncover underlying problems, distinguish symptoms from root causes, and translate findings into actionable recommendationsExperience studying how employees interact with enterprise applications, technology-enabled workflows, or digital workplace toolsStrong qualitative research skills, complemented by practical experience with surveys, basic quantitative analysis, and behavioral dataAbility to work across multiple business functions, stakeholder groups, and organizational levelsExcellent facilitation, active listening, critical thinking, synthesis, and executive communication skillsExperience developing clear research deliverables such as journey maps, workflow assessments, usability findings, opportunity maps, and prioritized recommendationsAbility to operate independently, manage multiple research initiatives, and adapt to changing program prioritiesUnderstanding of research ethics, confidentiality, informed consent, and responsible handling of employee informationBachelor's degree in Human-Computer Interaction, Psychology, Anthropology, Sociology, Design, or a related discipline, or equivalent practical experiencePreferred QualificationsExperience researching enterprise AI adoption, generative AI assistants, copilots, or AI-enabled productivity toolsExperience supporting technology adoption or workforce transformation initiatives within a large financial institution or other highly regulated enterpriseFamiliarity with how generative AI can support knowledge work, document analysis, information retrieval, writing, summarization, research, and process improvementUnderstanding of AI-related user behaviors, including trust, confidence, prompt effectiveness, output validation, and appropriate human oversightExperience with organizational change management, associate enablement, learning programs, or digital transformationExperience conducting research across multiple Lines of Business or large, geographically distributed employee populationsFamiliarity with research and collaboration platforms such as Dovetail, UserTesting, Qualtrics, Microsoft Forms, Miro, Figma, or similar toolsAbility to analyze available enterprise AI usage telemetry and combine behavioral data with direct research observationsConsulting experience, particularly in client-facing roles requiring strong stakeholder engagement and executive communicationInfinitive is required by law in some jurisdictions to include a reasonable estimate of the compensation range for this role. The determination of this range includes various factors not limited to skill set, level, experience, relevant training, and licensure and certifications. Compensation decisions are dependent on the facts and circumstances of each case. A reasonable estimate of the current range for this role in the U.S. is $124,000 - $169,00.00.Infinitive is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, protected veteran status, or any other characteristic protected by applicable federal, state, or local law.