Digital Experience Design Researcher

📍 Job Overview

Job Title: Digital Experience Design Researcher

Company: ECCO

Location: Copenhagen, Denmark

Job Type: Full-time

Category: Digital Experience & Revenue Optimization Operations

Date Posted: May 13, 2026

Experience Level: 5-10 years

Remote Status: On-site

🚀 Role Summary

• Lead and execute comprehensive user research and usability validation across ECCO's digital ecosystem to drive actionable improvements.

• Translate customer insights and behavioral patterns into strategic recommendations for digital experience and revenue optimization initiatives.

• Collaborate cross-functionally with experience design, commercial, CRO, data, and customer insight teams to identify and address usability challenges and optimization opportunities.

• Establish and evolve best practices for research, validation, and insight-driven decision-making within a newly formed, collaborative team.

• Drive journey mapping, experience analysis, and accessibility reviews to enhance digital customer journeys and omnichannel experiences.

📝 Enhancement Note: The role is positioned within "Experience Design & Revenue Optimisation," indicating a strong focus on the commercial impact of digital experiences. This suggests that candidates should highlight their ability to link research findings to tangible revenue improvements and conversion rate optimization (CRO) strategies. The emphasis on "insight-driven ways of working" points towards a need for strong analytical and communication skills to influence decision-making across various departments.

📈 Primary Responsibilities

• Plan, execute, and analyze qualitative and quantitative research studies across digital journeys and omnichannel customer touchpoints.

• Conduct usability testing, in-depth interviews, surveys, and validation activities to uncover customer needs, behavioral patterns, and friction points.

• Drive research and validation throughout the entire design and optimization lifecycle, from early concept development to live digital experiences.

• Translate research findings, customer feedback, and behavioral insights into clear, actionable recommendations for design, content, commercial, and prioritization decisions.

• Perform journey mapping, usability evaluations, and accessibility reviews to enhance and optimize digital customer journeys.

• Collaborate closely with experience designers, commercial teams, CRO specialists, data analysts, CRM managers, content strategists, customer insight teams, and regional stakeholders to improve digital journeys, campaigns, and engagement experiences.

• Develop and maintain comprehensive research documentation, validation frameworks, and operational processes to ensure consistent and effective research practices.

• Communicate research findings and actionable recommendations clearly and persuasively to diverse stakeholders across functions, regions, and markets.

• Champion customer-centric methodologies and evidence-based prioritization within the Experience Design & Revenue Optimisation team.

📝 Enhancement Note: The responsibilities clearly indicate a need for a hands-on researcher who can also contribute to process and practice development. The emphasis on "establishing and evolve research practices" suggests that candidates should be prepared to discuss how they have built or improved research functions in previous roles, not just executed research tasks. The mention of "revenue optimisation" implies a need to demonstrate how research directly impacts business outcomes.

🎓 Skills & Qualifications

Education: While not explicitly stated, a Bachelor's or Master's degree in Human-Computer Interaction (HCI), Psychology, Sociology, Anthropology, Design Research, or a related field is typically expected for this type of role.

Experience: Minimum of 5 years of progressive experience in user research, usability testing, applied UX research, or customer insight collaboration within digital environments.

Required Skills:

• Demonstrated expertise in planning and executing qualitative research methods (e.g., user interviews, focus groups, contextual inquiry).

• Proven experience with quantitative research methods (e.g., surveys, A/B testing analysis, analytics interpretation).

• Strong ability to translate complex research findings into actionable, data-driven recommendations for product, design, and business teams.

• Proficient in conducting usability testing and identifying usability challenges and optimization opportunities.

• Experience with journey mapping, usability evaluation, and accessibility reviews.

• Excellent analytical and problem-solving skills with a keen eye for detail.

• Strong verbal and written communication skills, with the ability to effectively present findings and influence stakeholders at various levels.

• Proven ability to collaborate effectively with cross-functional teams, including design, product, marketing, and commercial departments.

• Structured, curious, and comfortable working hands-on with research planning, testing, analysis, and operational coordination.

Preferred Skills:

• Experience within e-commerce, retail, footwear, or premium lifestyle brands.

• Familiarity with Conversion Rate Optimization (CRO) principles and practices.

• Knowledge of CRM systems and their role in customer experience.

• Experience with data analysis tools and techniques to support qualitative findings.

• Understanding of omnichannel customer journeys and digital ecosystems.

• Experience in establishing or evolving research practices and frameworks within an organization.

📝 Enhancement Note: The "5+ years" requirement, combined with the responsibilities of leading and evolving research practices, suggests a mid-to-senior level role. Candidates should be prepared to showcase leadership in research methodology and process improvement, not just individual contribution. The mention of "revenue optimisation" and collaboration with CRO teams implies that experience in directly impacting conversion rates and revenue through research is highly valued.

📊 Process & Systems Portfolio Requirements

Portfolio Essentials:

• Demonstrate a strong portfolio showcasing end-to-end user research projects, from planning and execution to analysis and actionable recommendations.

• Include case studies that highlight your ability to identify customer needs, usability issues, and optimization opportunities within digital environments.

• Showcase examples of how your research directly influenced design decisions, product improvements, or business outcomes (e.g., conversion rate improvements, user satisfaction increases).

• Present projects that illustrate your experience with both qualitative and quantitative research methodologies.

Process Documentation:

• Evidence of establishing and maintaining research documentation, including study plans, participant recruitment materials, and research reports.

• Examples of developing and implementing validation frameworks and operational processes to ensure consistent research practices.

• Documentation demonstrating how research findings were translated into actionable insights and integrated into optimization workflows.

• Case studies that illustrate your role in driving customer-centered and evidence-based decision-making.

📝 Enhancement Note: Given the role's emphasis on establishing and evolving research practices, candidates should prepare to discuss the processes behind their research, not just the outcomes. This includes their approach to research planning, participant recruitment, data synthesis, and the operationalization of insights. Portfolio examples should clearly articulate the methodologies used and the impact on the business.

💵 Compensation & Benefits

Salary Range: Based on industry benchmarks for a Digital Experience Design Researcher with 5-10 years of experience in Copenhagen, Denmark, the estimated annual salary range is DKK 450,000 - DKK 700,000. This range can vary based on specific experience, qualifications, and negotiation.

Benefits:

• Competitive salary and potential for performance-based bonuses.

• Comprehensive health and wellness benefits package.

• Opportunities for professional development, training, and attending industry conferences.

• Pension scheme contributions.

• Generous holiday allowance.

• Employee discounts on ECCO products.

• Potential for hybrid work arrangements or flexible working hours, subject to team and business needs.

Working Hours: Standard full-time working hours are approximately 40 hours per week. The role is on-site, but flexibility in scheduling may be available to accommodate research needs and team collaboration.

📝 Enhancement Note: The salary estimate is based on research of similar roles in Copenhagen, considering the specified experience level and the "Digital Experience Design Researcher" title. Benefits are inferred based on typical offerings for full-time positions in major European markets and the context of a global brand like ECCO.

🎯 Team & Company Context

🏢 Company Culture

Industry: ECCO operates within the global footwear and retail industry, known for its focus on quality craftsmanship, innovation, and a premium brand experience. The company has a significant international presence, with a strong emphasis on direct-to-consumer sales channels, including a robust digital ecosystem.

Company Size: ECCO is a large, multinational corporation, with a significant global employee base. This scale implies established processes and a structured approach to operations, while the "newly established team" aspect suggests an environment that is also agile and evolving.

Founded: ECCO was founded in Denmark in 1963. This long history provides a foundation of brand heritage and expertise, which the digital experience team will build upon to enhance modern customer interactions.

Team Structure:

• The role sits within the "Experience Design & Revenue Optimisation" team, which is described as a "collaborative, multicultural and newly established team."

• This suggests a dynamic environment focused on building new capabilities and embedding insight-driven practices.

• The team likely comprises individuals with expertise in UX/UI design, CRO, data analysis, customer insight, and potentially CRM management.

Methodology:

• The team's methodology is centered around customer-centricity and evidence-based decision-making.

• Key approaches include:

  • Applied user research and customer insight collaboration to inform digital experience improvements.

  • Qualitative and quantitative research to identify customer needs, usability challenges, and optimization opportunities.

  • Driving research and validation throughout the design and optimization process.

  • Translating findings into actionable recommendations for design, content, and commercial teams.

  • Journey mapping, usability evaluation, and accessibility reviews. Company Website: https://www.ecco.com/ and for careers: https://enter.ecco.com/

📝 Enhancement Note: The description of the team as "newly established" is a critical piece of context. It implies that candidates will have the opportunity to shape processes and methodologies, rather than fitting into an existing, rigid structure. This is a key differentiator and should be highlighted for potential applicants who thrive in building and defining functions.

📈 Career & Growth Analysis

Operations Career Level: This role is positioned as a senior-level individual contributor, focusing on specialized research and validation within the digital experience domain. It requires significant autonomy and the ability to lead research initiatives, while also contributing to the strategic development of research practices for the wider team and organization. The focus on "establishing and evolve research practices" indicates potential for leadership in methodology and process.

Reporting Structure: The role reports into the "Experience Design & Revenue Optimisation" team. The hiring manager is Karolina Boremalm, Group Director Digital Experience & Revenue Optimisation. This suggests a reporting line that offers strategic direction and oversight from a senior leadership perspective.

Operations Impact: The primary impact of this role is to significantly enhance the customer experience across ECCO's digital channels, directly contributing to revenue optimization. By translating user insights into actionable recommendations, this role influences conversion rates, customer satisfaction, loyalty, and ultimately, the profitability of ECCO's digital operations. The role is instrumental in fostering a data-driven and customer-centric approach to digital product development and optimization.

Growth Opportunities:

• Skill Specialization: Deepen expertise in advanced user research methodologies, specific digital platforms, or specialized areas like accessibility or behavioral economics within UX.

• Methodology Leadership: Take on a leading role in defining and implementing research best practices, tool selection, and training for the broader team as it grows.

• Cross-Functional Influence: Expand influence across various departments by championing user-centered design and data-driven decision-making, potentially leading to strategic advisory roles.

• Project Leadership: Lead complex, high-impact research projects that have significant influence on ECCO's digital strategy and revenue streams.

• Management Track: As the team and function mature, there could be opportunities to move into a team lead or management position, overseeing a team of researchers.

📝 Enhancement Note: The description of the team as "newly established" and the mention of "helping build our research and validation capabilities" strongly suggest significant growth potential. Candidates should be prepared to discuss how they can contribute to building this function and how they see their own career evolving within this developing structure.

🌐 Work Environment

Office Type: The role is based in Copenhagen, Denmark, and is specified as "On-site." This suggests a traditional office-based work environment, fostering in-person collaboration and team integration.

Office Location(s): The primary location is Copenhagen, Denmark. ECCO's global presence means that while this specific role is on-site, there are opportunities for international collaboration.

Workspace Context:

• The team environment is described as "collaborative, multicultural and newly established." This implies an energetic, dynamic, and potentially innovative workspace where ideas are shared freely.

• The emphasis on "insight-driven ways of working" and "customer-centred ways of working" suggests a culture that values data and user feedback.

• As an on-site role, there will be direct access to colleagues for spontaneous discussions, brainstorming sessions, and team-building activities.

• The role will involve working with various digital tools and technologies relevant to user research, analytics, and collaboration.

Work Schedule: The standard working hours are approximately 40 hours per week, typical for a full-time position. While the role is on-site, the nature of research may sometimes require flexibility to accommodate user availability or project deadlines, though this would likely be managed within the team's overall structure.

📝 Enhancement Note: While "on-site" is specified, it's worth noting that many global companies are adopting hybrid models. Candidates might inquire about the specific expectations for on-site presence and potential for occasional remote work or flexibility, especially given the collaborative nature of the role.

📄 Application & Portfolio Review Process

Interview Process:

• Initial Screening: A review of your CV and portfolio to assess relevant experience and skills.

• Hiring Manager Interview: A discussion with Karolina Boremalm (Group Director Digital Experience & Revenue Optimisation) to delve into your experience, research methodologies, and strategic thinking. Expect questions about your approach to user research, how you translate insights into business impact, and your experience in building research practices.

• Skills/Case Study Interview: This stage will likely involve a practical exercise or case study. You might be asked to analyze a specific digital experience, propose research methods, or present a past project in detail. Be prepared to showcase your analytical skills, research planning abilities, and communication style.

• Team/Cross-Functional Interview: An opportunity to meet with other members of the Experience Design & Revenue Optimisation team and potentially key stakeholders from commercial, data, or regional teams. This assesses cultural fit, collaboration style, and how you communicate complex information to diverse audiences.

• Final Interview: Potentially with a senior leader to discuss your overall fit and strategic contribution to ECCO's digital future.

Portfolio Review Tips:

• Curate Strategically: Select 3-4 of your most impactful projects that best demonstrate your skills in user research, usability testing, and driving revenue optimization.

• Focus on Impact: For each project, clearly articulate the problem, your research approach (methodologies used), your role, the key findings, and most importantly, the outcomes and impact (e.g., KPIs improved, revenue increased, user satisfaction scores boosted). Quantify results whenever possible.

• Showcase Process: Detail your research process for each project. How did you plan? How did you recruit participants? How did you synthesize data? How did you present findings?

• Highlight Collaboration: Include examples where you collaborated effectively with cross-functional teams (design, product, marketing, commercial) to implement research-backed recommendations.

• Address ECCO's Context: If possible, tailor your presentation to ECCO's industry (footwear, retail, e-commerce) and their stated goals (customer experience, revenue optimization).

Challenge Preparation:

• Anticipate Research Scenarios: Be ready to discuss how you would approach research for a specific ECCO digital touchpoint (e.g., the e-commerce checkout process, a new feature on the website, or an omnichannel customer journey).

• Methodology Justification: Be prepared to explain why you would choose specific research methods for a given problem, considering budget, timeline, and the type of insights needed.

• Insight Translation: Practice articulating how you would translate raw research data into clear, concise, and actionable recommendations for non-research audiences.

• Data & CRO Connection: Understand how your research findings can feed into CRO strategies and contribute to measurable business growth.

📝 Enhancement Note: The emphasis on "Revenue Optimisation" and the "newly established team" means interviewers will be looking for candidates who can not only conduct research but also demonstrate its direct business value and help build the function's strategic impact. Portfolio presentations should clearly link research activities to commercial outcomes.

🛠 Tools & Technology Stack

Primary Tools:

• User Research Platforms: Familiarity with tools for usability testing, session recording, heatmaps, and surveys (e.g., UserTesting.com, Hotjar, SurveyMonkey, Qualtrics, Maze, Optimal Workshop).

• Analytics & Reporting: Proficiency in web analytics tools to interpret user behavior and track performance metrics (e.g., Google Analytics, Adobe Analytics).

• Collaboration Tools: Experience with project management and collaboration software (e.g., Jira, Confluence, Asana, Trello, Miro, Figma).

• CRM Systems: Understanding of how CRM data (e.g., Salesforce, Microsoft Dynamics) can inform customer insights and research.

• Design Tools: Familiarity with design software (e.g., Figma, Sketch, Adobe XD) to understand design context and collaborate with designers.

Analytics & Reporting:

• Google Analytics or similar web analytics platforms for understanding user behavior, conversion funnels, and site performance.

CRM & Automation:

• Experience with CRM platforms is beneficial for understanding customer segmentation and journey data.

• While not explicitly stated as a requirement for this role, understanding how marketing automation tools (e.g., HubSpot, Marketo) integrate with customer journeys could be advantageous.

📝 Enhancement Note: The role requires a broad understanding of the digital ecosystem. While specific tool mandates are not listed, candidates should highlight proficiency in common UX research and analytics platforms. The mention of "CRO" and "CRM" teams suggests that familiarity with tools and data sources used by these departments is highly desirable.

👥 Team Culture & Values

Operations Values:

• Customer Centricity: A deep commitment to understanding and advocating for the customer's needs and experience in all digital interactions.

• Data-Driven Decision Making: Valuing evidence and insights from research and analytics to inform strategic choices and prioritize initiatives.

• Collaboration: A proactive and open approach to working with diverse teams across the organization to achieve shared goals.

• Continuous Improvement: A mindset focused on ongoing learning, experimentation, and refining processes and experiences.

• Impact Orientation: A focus on delivering tangible business outcomes and demonstrating the value of research through measurable results.

• Curiosity & Learning: An inherent desire to explore, question, and continuously expand knowledge and skills.

Collaboration Style:

• Cross-Functional Integration: The team operates in a cross-functional setup, requiring a collaborative style that bridges gaps between design, commercial, data, and regional teams.

• Insight Sharing: A culture that encourages open sharing of research findings and insights to empower informed decision-making across departments.

• Process Evolution: A willingness to work together to build and refine research and validation capabilities, influencing tools and processes as the team matures.

• Constructive Feedback: An environment where feedback is welcomed and used constructively to improve both individual contributions and team output.

📝 Enhancement Note: The description of the team as "collaborative" and "newly established" suggests a culture that is still forming. Candidates who can demonstrate initiative, a proactive approach to collaboration, and a willingness to help shape team norms will be highly valued.

⚡ Challenges & Growth Opportunities

Challenges:

• Establishing Research Practices: As a newly established team, a primary challenge will be defining, implementing, and scaling robust research and validation processes across the organization.

• Influencing Stakeholders: Effectively communicating research insights and driving adoption of recommendations among diverse stakeholders with varying priorities and levels of UX/research understanding.

• Balancing Research Breadth and Depth: Managing research requests across a broad digital ecosystem while ensuring sufficient depth and rigor in each study.

• Integrating Insights: Ensuring that research findings are effectively integrated into the workflows of design, development, commercial, and CRO teams.

• Measuring Impact: Quantifying the direct business impact and ROI of research initiatives to demonstrate value and secure ongoing support.

Learning & Development Opportunities:

• Advanced Research Techniques: Opportunity to explore and implement cutting-edge user research methodologies and validation approaches.

• Cross-Functional Expertise: Gain deep understanding of e-commerce operations, CRO strategies, CRM data utilization, and digital marketing principles through close collaboration.

• Process Development Leadership: Play a key role in shaping the future of research at ECCO, influencing tool selection, methodology standards, and team growth.

• Industry Exposure: Potential to attend relevant industry conferences and workshops to stay abreast of the latest trends in UX research and digital experience.

• Mentorship: Opportunity to learn from senior leaders within the Experience Design & Revenue Optimisation team and potentially mentor junior colleagues as the team grows.

📝 Enhancement Note: The challenges are directly tied to the "newly established team" aspect. Candidates should view these challenges as opportunities to make a significant impact and shape the future of operations within ECCO.

💡 Interview Preparation

Strategy Questions:

• "Describe a time you had to establish a new research practice or process within an organization. What were the key steps, challenges, and outcomes?" (Focus on process building, stakeholder buy-in, and methodology implementation).

• "How do you translate complex user research findings into actionable recommendations that resonate with commercial, design, and technical teams?" (Highlight your communication skills, ability to tailor insights, and focus on business impact).

Company & Culture Questions:

• "What excites you about ECCO's brand and digital presence, and how do you see user research contributing to its future success?" (Demonstrate your understanding of ECCO's market position and your vision for the role).

• "How would you foster a customer-centric culture within a newly established team that collaborates across multiple departments?" (Discuss your approach to advocacy, education, and building shared understanding).

Portfolio Presentation Strategy:

• Structure for Impact: Begin with the business objective/problem, clearly state your role, detail your research methodology with justification, present key findings concisely, and dedicate significant time to the actionable recommendations and their measured impact on key metrics.

• Quantify Everything: Use numbers (e.g., "identified a 20% drop-off in the checkout funnel," "recommendations led to a 5% increase in conversion rate") to demonstrate the tangible value of your work.

• Visual Storytelling: Use visuals (screenshots, journey maps, charts, prototypes) to illustrate your points and make your presentation engaging.

• Focus on Collaboration: Be prepared to discuss how you partnered with other teams to implement recommendations and overcome obstacles.

• Prepare for Q&A: Anticipate questions about your methodology choices, alternative approaches, and how you handle conflicting stakeholder opinions.

📝 Enhancement Note: The interview process will likely balance hands-on research skills with strategic thinking and the ability to influence. Candidates should prepare to discuss not only what they did but why they did it and the impact it had, especially in relation to revenue and business objectives.

📌 Application Steps

To apply for this Digital Experience Design Researcher position:

• Submit your application: Navigate to the ECCO careers portal (https://vacancies.ecco.com/job/Copenhagen-Digital-Experience-Design-Researcher/1360843157/) and complete the online application form.

• Curate your portfolio: Select 3-4 of your most relevant user research projects. For each, clearly articulate the challenge, your research methodology, your specific contributions, the key insights, and most importantly, the quantifiable impact on user experience and business objectives (e.g., conversion rates, revenue, customer satisfaction).

• Tailor your resume: Highlight your 5+ years of experience in user research, usability testing, and digital experience optimization. Emphasize skills such as qualitative/quantitative research, journey mapping, stakeholder collaboration, and experience in e-commerce or retail environments. Use keywords from the job description.

• Prepare for interview questions: Practice articulating your experience with user research strategy, process building, insight translation, and demonstrating business impact. Be ready to discuss your approach to customer-centricity and revenue optimization.

• Research ECCO: Familiarize yourself with ECCO's brand, their digital presence (website, mobile app, customer journeys), and their values to demonstrate genuine interest and cultural fit.

⚠️ Important Notice: This enhanced job description includes AI-generated insights and operations industry-standard assumptions. All details should be verified directly with the hiring organization before making application decisions.