Senior UX Researcher

The Senior UX Researcher (Product Insights) uncovers the why behind user behaviour and turns it into insights that shape product and design decisions. The role sits within the Data & Insights team and works closely with Product, Design, Product Marketing, Product Analytics, Customer Success and Support.

This is a senior individual-contributor role with a high degree of ownership. It needs someone who can independently set research priorities, establish research processes and lead high-impact studies from start to finish.

KEY RESPONSIBILITIES

• Research strategy and operations: Define and maintain the research toolkit, a central research repository with a consistent tagging taxonomy, participant recruitment, GDPR-compliant consent processes and repeatable research workflows.
• Design partnership and usability testing: Act as a dedicated research partner to Design. Run usability, concept and prototype tests throughout the design process, and bring evidence on navigation, information architecture and cross-product consistency into design decisions.
• End-to-end research: Plan and run generative and evaluative studies on high-priority questions, from discovery research for major roadmap initiatives to usability testing of key flows before and after launch.
• Research enablement: Design unbiased research questions, interview guides and feedback frameworks. Coach Product Managers, Product Marketing Managers, Customer Success and Support teams to run effective customer conversations and lightweight usability sessions.
• Qualitative analysis: Analyse customer conversations, interview transcripts, surveys and feedback to find recurring themes, pain points and unmet needs.
• Voice of the customer: Bring together signals from support tickets, review sites, NPS/CSAT verbatims and churn feedback into one view of user needs.
• Mixed-methods synthesis: Work with Product Analytics to combine behavioural data (usage, adoption, engagement, retention) with attitudinal data (interviews, surveys) into a full…