User Experience (UX) Researcher - SAP BRIM

About this role

Benefits:

• Health insurance

BVA Bears IT Solutions is seeking an SAP BRIM -User Experience (UX) Researcher to work in the Middletown, PA area. This is a full time position with at least 2 days on-site and possibly 3 days remote.

The SAP BRIM -User Experience (UX) Researcher plans and executes qualitative and quantitative research to inform the design of SAP Billing and Revenue Innovation Management (BRIM) solutions and related SAP S/4HANA components. Partnering with BRIM SMEs, functional consultants, trainers, and product teams, the researcher uncovers user needs across high-volume, consumption-based billing processes, subscription management, invoicing, disputes, and payments. The role designs research studies, synthesizes insights, and ensures findings drive SAP Fiori configurations and change management while meeting accessibility (WCAG) and compliance (PCI DSS, SOC1/SOC2) requirements.

Key Responsibilities:

• Plan and conduct end-to-end UX research (interviews, contextual inquiry, surveys, diary studies, usability tests) for SAP BRIM processes (SOM, CI, CC) and Fiori applications.
• Map personas, tasks, and journey stages for finance, billing, customer service, and IT roles; identify pain points and opportunities in high-volume billing and dispute workflows.
• Design and moderate usability tests using interactive prototypes and configured Fiori apps; collect metrics (task success, time-on-task, SUS/NPS) and qualitative feedback.
• Analyze data and synthesize findings into actionable insights, themes, and recommendations; prioritize issues with impact/effort and risk (SLA, compliance).
• Collaborate with UX Lead and BRIM SMEs to ensure research findings drive standard SAP configurations, minimizing customization and aligning with best practices.
• Partner with integration teams to research cross-channel experiences (CRM, payment gateways with tokenization and real-time payments, mediation/usage capture).
• Document accessibility findings and recomme...