UX Researcher focusing on usability and design strategy at TIAA. Collaborating with cross - functional teams to improve web applications and user experience for customers.
About the role
- GenAI User Research & Support Werksstudent at HÖRMANN Digital focuses on AI tools and user satisfaction. Collaborate on user research, analytics, and customer support tasks to enhance product impact.
Responsibilities
- User research & analysis: design and conduct user interviews, create and analyze surveys, and synthesize qualitative feedback into actionable insights
- Dashboard development: build comprehensive usage dashboards for our AI applications, tracking key metrics such as user engagement, feature adoption, and satisfaction scores
- Advanced analytics: perform sentiment analysis on user feedback and carry out machine-learning-based analyses to identify usage patterns and opportunities for improvement
- Customer support excellence: provide first-level support via our ticketing system, ensuring responsive and helpful customer service (1 hour daily, Mon–Thu)
- Data-driven insights: transform raw usage data into strategic recommendations for product development and user experience optimization
- Cross-functional collaboration: work closely with developers, product managers, and stakeholders to implement research findings
- Documentation & reporting: produce clear, actionable reports that communicate findings to both technical and non-technical audiences
Requirements
- Currently enrolled in a relevant degree program (Computer Science, Data Science, Psychology, Business Analytics, or related field)
- Strong Python skills: solid Python programming ability with experience in data manipulation and visualization libraries (pandas, matplotlib, seaborn); willingness to quickly learn additional tools such as Power BI or Grafana
- Analytical interest: curiosity about quantitative data analysis as well as qualitative research through interviews and surveys
- Strong German communication: native-level German or C1+ German for effective customer interactions; good English for collaboration with an international team
- Eagerness to learn: genuine interest in AI technologies and in how people actually use them in their daily work
- Service orientation: positive attitude toward customer support activities and a view of customer interaction as a valuable learning opportunity
- Problem-solving mindset: enjoys troubleshooting and asking the right questions when stuck
- Reliability: able to commit to consistent daily customer service hours (1 hour Mon–Thu) alongside flexible project work
- Team player: comfortable collaborating with developers and product managers, open to feedback and mentoring
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