• Conduct discovery activities, including stakeholder interviews, customer touchpoint analysis, task analysis, and conceptual modeling. • Conduct generative research activities, including observational studies, customer interviews, usability testing, and other needs analysis. • Create generative research artifacts such as empathy maps, personas, storyboards, journey maps, experience maps, and service blueprints. • Effectively communicate research findings, insights, implications, and conceptual ideas both verbally and visually. • Plan and facilitate collaborative analysis and synthesis working sessions. • Work closely with a cross functional team to ensure customer goals are met. • Research user needs as well as system enhancements. • Plan, recruit, and facilitate research and testing. • Analyze and synthesize results from research and testing to provide recommendations. • identify patterns and gaps and work with team to implement changes. • Create evaluative research documents and artifacts, including research plans, usability test plans, scripts, and findings. • Other responsibilities as assigned.