UX Research Ops/ UX Research Operations

The Opportunity

As a UX Research Coordinator at FICO, you’ll work closely with UX researchers, product designers, and cross-functional partners to support and operationalize our user research initiatives. Your role is pivotal in scaling our research practice, enhancing participant recruitment processes, streamlining logistics, and ensuring our researchers are able to focus on what matters most, understanding our users. If you're organized, resourceful, and passionate about research in high-impact enterprise technology, we’d love to hear from you - Hiring Manager

What You'll Contribute

• Coordinate end-to-end logistics for user research studies, including usability testing, in-depth interviews (IDIs), surveys, and diary studies, across multiple product teams and geographies.
• Build and manage relationships with research participants, internal user communities, and external recruitment partners.
• Maintain and evolve our research operations toolkit (tools, templates, scheduling automations).
• Monitor and manage participant incentives and logistics, ensuring excellent participant experience and compliance with FICO and regional policies.
• Support the UX Researchers by scheduling sessions, preparing briefs, and assisting with note-taking and early synthesis where appropriate.
• Help compile participant screener documents, recruit lists, NDAs, and study protocols in coordination with Legal and Compliance teams.
• Track and organize research insights using tools like Dovetail or Airtable.
• Improve and maintain our internal documentation and knowledge bases on research best practices.
• Assist with the growth and organization of our participant panels globally, tailored to specific roles and domains (Risk Managers, Data Scientists, Analysts, and Decisioning Engineers).

What We're Seeking

• 3+ years of experience in UX Research, Research Operations, Project Coordination, or User Experience in an enterprise SaaS or data-driven environment.
• Previous experience working with or supporting user researchers, product designers, or experience design teams at scale.
• Highly organized, detail-oriented, and comfortable working in fast-paced and matrixed environments.
• Experience with research and productivity tools such as: UserTesting, UserZoom, Dovetail, Figma, or equivalent platforms.
• Excellent written and verbal communication skills in English.
• Ability to work with US-based, Europe-based, and India-based teams across time zones.
• Prior experience supporting research for highly technical audiences (e.g., data professionals, analysts, engineers).
• Familiarity with privacy and compliance regulations around user research (GDPR, CCPA).
• Previous exposure to the financial services, data analytics, or enterprise software industry is a big plus.
• Passion for elevating research operations as a strategic function within UX teams.
• Working knowledge of Confluence and Jira for knowledge management and tracking.
• Bachelor’s degree in Human-Computer Interaction, Psychology, Business Administration, Communications, or a related field.
• Advanced degrees or certifications in UX Research, Project/Research Management (such as ROPs) are a plus.

Our Offer to You

• An inclusive culture strongly reflecting our core values: Act Like an Owner, Delight Our Customers and Earn the Respect of Others.
• The opportunity to make an impact and develop professionally by leveraging your unique strengths and participating in valuable learning experiences.
• Highly competitive compensation, benefits and rewards programs that encourage you to bring your best every day and be recognized for doing so.
• An engaging, people-first work environment offering work/life balance, employee resource groups, and social events to promote interaction and camaraderie.