Senior User Experience Research Specialist - AI

Job Description

We help the world run better
At SAP, we keep it simple: you bring your best to us, and we'll bring out the best in you. We're builders touching over 20 industries and 80% of global commerce, and we need your unique talents to help shape what's next. The work is challenging – but it matters. You'll find a place where you can be yourself, prioritize your wellbeing, and truly belong. What's in it for you? Constant learning, skill growth, great benefits, and a team that wants you to grow and succeed.

What you'll build

Are you passionate about creating software products that delight customers? User Experience and AI are a clear focus for SAP. As a User Experience Research Specialist you will conduct user research to understand how users interact with artificial intelligence systems and AI-powered features. This role is responsible for investigating user needs, behaviors, and mental models related to AI experiences, translating insights into actionable recommendations that inform product strategy and design decisions. The specialist works collaboratively with cross-functional teams including AI/ML engineers, product designers, product managers, and data scientists to ensure AI products are useful, usable, and trustworthy.

This position requires deep expertise in user research methodologies, understanding of AI/ML technologies and their implications for user experience, and the ability to navigate ambiguity in emerging technology spaces. The role contributes to establishing best practices for responsible AI design and human-AI interaction patterns.

In this role you will

• Design and execute comprehensive research studies to understand user interactions with AI systems, including generative AI, recommendation engines, predictive features, and conversational interfaces
• Select and apply appropriate research methodologies (qualitative and quantitative) based on research questions, timeline, and available resources
• Conduct user interviews, usability studies, surveys, diary studies, ethnographic research, and A/B testing to gather insights about AI user experiences
• Develop research protocols, screening criteria, discussion guides, and data collection instruments for AI-focused studies
• Recruit and manage research participants representing diverse user populations
• Analyze research data using appropriate qualitative and quantitative methods to identify patterns, themes, and actionable insights
• Synthesize findings into frameworks, principles, and guidelines for AI product design and development
• Translate complex user behavior data into clear, compelling narratives that inform product strategy
• Develop user personas, journey maps, and mental models specific to AI interactions
• Identify opportunities and risks related to AI adoption, trust, and user acceptance
• Partner with AI engineers and product managers to understand technical capabilities and constraints of AI systems
• Present research findings to cross-functional teams and executive stakeholders through reports, presentations, and workshops
• Advocate for user needs and responsible AI practices in product development discussions
• Mentor junior researchers and contribute to team capability development
• Stay current with academic and industry research on human-AI interaction, AI ethics, and UX research methods

What you bring

• Bachelor's or Master's degree in Human-Computer Interaction, Psychology, Anthropology, or a related field
• 2+ years of professional experience conducting user research in enterprise or complex software environments
• Proven experience in planning and conducting various user research methods, such as interviews, surveys, and usability tests
• Experience researching complex, technical products with demonstrated ability to understand and communicate about technical concepts
• Track record of working effectively in cross-functional teams with designers, engineers, and product managers
• Strong analytical skills with the ability to synthesize complex data into clear, actionable insights
• Proficiency in developing detailed research documentation, including research plans, interview scripts, and test scripts
• Exceptional communication skills, with the ability to present research findings and recommendations effectively
• Ability to work collaboratively in a team environment and influence product teams with research-driven insights
• A deep passion for user-centered design and a commitment to improving the user experience
• Fluent English and German language skills, both spoken and written
• Expert-level proficiency in qualitative and quantitative UX research methodologies
• Experience with user research platforms (UserTesting, Qualtrics, Dovetail, etc.)

Where you belong

Envisioning to “Delight customers. Always.”, the Customer eXperience & Solutions (CXS) teams within the Customer Support organization engineer software products in the area of Application Lifecycle Management (ALM) that helps to create the perfect experience throughout the customer journey, from discovery & implementation to go-live, for all SAP products.

SAP Cloud ALM is one the fastest growing SaaS product within SAP, that has reached 5500+ customers. We have engineered SAP Cloud ALM in a cloud-native architecture, with single trunk development that enables daily delivery to production. Our team works at the intersection of user experience design and AI to build the future and help us create best in-class apps.

Bring out your best
SAP innovations help more than four hundred thousand customers worldwide work together more efficiently and use business insight more effectively. Originally known for leadership in enterprise resource planning (ERP) software, SAP has evolved to become a market leader in end-to-end business application software and related services for database, analytics, intelligent technologies, and experience management. As a cloud company with two hundred million users and more than one hundred thousand employees worldwide, we are purpose-driven and future-focused, with a highly collaborative team ethic and commitment to personal development. Whether connecting global industries, people, or platforms, we help ensure every challenge gets the solution it deserves. At SAP, you can bring out your best.

We win with inclusion
SAP’s culture of inclusion, focus on health and well-being, and flexible working models help ensure that everyone – regardless of background – feels included and can run at their best. At SAP, we believe we are made stronger by the unique capabilities and qualities that each person brings to our company, and we invest in our employees to inspire confidence and help everyone realize their full potential. We ultimately believe in unleashing all talent and creating a better world.

SAP is committed to the values of Equal Employment Opportunity and provides accessibility accommodations to applicants with physical and/or mental disabilities. If you are interested in applying for employment with SAP and are in need of accommodation or special assistance to navigate our website or to complete your application, please send an e-mail with your request to Recruiting Operations Team: Careers@sap.com.

For SAP employees: Only permanent roles are eligible for the SAP Employee Referral Program, according to the eligibility rules set in the SAP Referral Policy. Specific conditions may apply for roles in Vocational Training.

Qualified applicants will receive consideration for employment without regard to their age, race, religion, national origin, ethnicity, gender (including pregnancy, childbirth, et al), sexual orientation, gender identity or expression, protected veteran status, or disability, in compliance with applicable federal, state, and local legal requirements.

Successful candidates might be required to undergo a background verification with an external vendor.

AI Usage in the Recruitment Process

For information on the responsible use of AI in our recruitment process, please refer to our Guidelines for Ethical Usage of AI in the Recruiting Process.

Please note that any violation of these guidelines may result in disqualification from the hiring process.

Requisition ID: 449842 | Work Area: Software-User Experience | Expected Travel: 0 - 10% | Career Status: Professional | Employment Type: Regular Full Time | Additional Locations: #LI-Hybrid