Lead UX Research

Lead UX Research

Role Overview

The Principal UX Researcher, AI Experiences will guide research and experience strategy for reusable AI capabilities across Amadeus Business Lines.

Working collaboratively with Product, Design, Engineering, and Architecture teams, you’ll help shape how users understand, trust, and interact with AI-powered systems. Areas of focus include explainability, confidence, AI monitoring, Human-in-the-Loop controls, agent activity, and responsible AI.

This is a senior individual contributor position that blends practical design judgment, applied UX research expertise, and an understanding of AI technology.

In this role, you’ll:

AI Experience Research

• Drive research for complex AI-powered products and platforms.
• Explore user expectations around AI transparency, trust, control, and monitoring.
• Develop research strategies using interviews, contextual inquiry, usability testing, and concept validation.
• Translate insights into actionable design principles and product recommendations.
• Evaluate AI experiences across conversational, operational, API-enabled, and multi-channel workflows.

Experience Strategy & Design

• Shape the experience vision for capabilities like explainability, monitoring, Human-in-the-Loop, and agent orchestration.
• Define how AI decisions, confidence levels, progress, and exceptions are presented to different users.
• Collaborate with UX Designers to develop journeys, prototypes, and validated interaction patterns.
• Balance usability with technical, security, and privacy considerations.
• Help establish reusable AI experience patterns for adoption across teams.

Cross-Functional Collaboration

• Partner with Product Managers, AI Engineers, and Business Lines to identify shared experience needs.
• Facilitate workshops to align research, design, and priorities.
• Bring user evidence into product planning and capability discussions.
• Collaborate with stakeholders to clarify direction in evolving AI problem spaces.
• Contribute to mentoring and continuous learning across UX and AI communities.

Your Profile

• Typically brings over a decade of experience in UX research, experience design, or human-centered product development.
• Significant experience in enterprise or platform environments.
• Practical exposure to AI-powered experiences (Generative AI, Agentic AI, etc.).
• Experience leading or shaping research strategy across products.
• Understanding of trust, explainability, automation, and responsible AI principles.
• Ability to translate insights into user experience direction.
• Working knowledge of tools like Figma, Miro, or similar.
• Strong facilitation, storytelling, and communication abilities.
• Comfortable working in dynamic, ambiguous or emerging domains.

Nice to Have

• Hands-on UX or interaction design experience.
• Experience designing dashboards, monitoring tools, or decision-support systems.
• Familiarity with Large Language Models (LLMs), AI agents, and confidence indicators.
• Awareness of accessibility, data visualization, and multi-channel experience design.
• Experience with AI governance, privacy, or regulatory frameworks.
• Understanding of domains such as travel, payments, or enterprise solutions.

Success in this Role

You’ll help build a research-driven experience framework for reusable AI capabilities—enabling Amadeus Business Lines to deliver AI products that are clear, trustworthy, and easy to operate. Your work ensures that core AI experiences reflect real user needs and support adoption at scale.

Organization: AI Delivery Hub
Experience: Typically 14+ years or equivalent experience in human-centered product development
Role Type: Senior individual contributor and cross-team UX leader
Primary Focus: UX research, experience strategy, and reusable AI interaction patterns

What we can offer you

🌎 A truly global DNA - Everything at Amadeus is global, from our people to our business, which translates into our footprint, processes, and culture.
🎓 Great opportunities to learn - Learning happens all the time and in many ways at Amadeus, through on-the-job training, formal learning activities, and day-to-day interactions with colleagues.
🤗 A caring environment - Amadeus fosters a caring environment, nurturing both a fulfilling career and personal and family life. We care about our employees and strive to provide a supportive work environment.
🌟 A hybrid working model - We want our employees to do their best work, however the hybrid model works best for them.
🌈 A diverse and inclusive community - We are committed to leveraging our uniquely diverse population to drive innovation, creativity, and collaboration across our organization.
📈 A Reliable Company - Trust and reliability are fundamental values that drive our actions and shape long-lasting relationships with our customers, partners, and employees.
🎯 A critical mission and purpose - At Amadeus, you will be powering the future of travel and pursuing a critical mission and extraordinary purpose.

Diversity & Inclusion

Amadeus aspires to be a leader in Diversity and Inclusion in the tech industry, enabling every employee to reach their full potential by fostering a culture of belonging and fair treatment, attracting the best talent from all backgrounds, and as a role model for an inclusive employee experience. 

Amadeus is an equal opportunity employer and committed to an accessible recruitment process. All qualified applicants will receive consideration for employment without regard to gender, race, ethnicity, sexual orientation, age, beliefs, disability or any other characteristics protected by law.

Be aware of recruitment scams

Amadeus Group never charges fees, requests payment, or asks for financial information during recruitment. All legitimate opportunities are communicated solely through official Amadeus channels, including our careers website. Any payment request or outreach via unofficial platforms (e.g., WhatsApp, Telegram) should be treated as fraudulent.

About Us

We are Amadeus and we make travel work better for everyone, everywhere. As part of our global team of 20,000+ passionate team members across 100+ locations, you’ll join a community united by a love for travel and technology. We’re not just shaping the future of travel; we’re using it as a force for good, enriching lives and supporting our planet. Here, you’ll be free to innovate and grow with driven colleagues.

Join us on a journey where you will help us bring the world closer!