User Experience Researcher

Job Title: UX Researcher – Internal Tools & Incident Management

📍 Location: Remote (PST Time Zone Preferred)

📅 Type: Contract | Full-Time | Long-Term (18 Months Expected)

Job Description

We are seeking a User Experience Researcher who thrives in high-velocity environments and is passionate about improving internal tools through rapid, iterative testing. In this role, you'll help shape how large engineering organizations handle incidents and outages by conducting fast-turnaround research that directly influences internal systems and processes.

You will work closely with designers, engineers, and product managers to identify user needs and translate them into actionable insights that support tools used during major incident response and mitigation.

Responsibilities

• Design and execute rapid usability tests, concept evaluations, and workflow studies.
• Independently lead weekly research studies and synthesize findings under tight timelines.
• Collaborate with cross-functional teams to improve internal tools focused on incident management.
• Deliver clear, concise, and actionable insights tailored to both product teams and executive stakeholders.
• Advocate for internal users, including engineers, responders, and operators, by ensuring tools support operational excellence and incident response workflows.

Qualifications

• Minimum 5 years of post-graduation, industry UX research experience.
• Demonstrated ability to conduct end-to-end UX research in fast-paced environments.
• Strong written communication skills with experience producing executive-level research reports.
• Experience with incident management tools and workflows (e.g., Microsoft ICM, ServiceNow, PagerDuty, etc.).
• Ability to work autonomously, prioritize tasks, and deliver high-impact results.

Preferred Experience

• Familiarity with Microsoft’s internal incident management tools or similar enterprise systems.
• Background in researching tools used by engineers, developers, or DevOps/SRE teams.
• Previous work on internal tools or operational platforms is a strong plus.

This is a unique opportunity to drive improvements in high-impact internal systems used across large engineering organizations. If you are an experienced UX researcher looking to make a meaningful impact — we’d love to hear from you!