[L6] Staff CX Researcher (UX Research)

📍 Job Overview

Job Title: [L6] Staff CX Researcher (UX Research) Company: Coupang Internal Location: Seoul, South Korea Job Type: Full-time Category: User Experience (UX) / Customer Experience (CX) Research Date Posted: 2025-08-07 Experience Level: Senior (8+ years) / Staff Level Remote Status: On-site

🚀 Role Summary

• Lead end-to-end customer experience (CX) and user experience (UX) research initiatives, from strategic planning to insight delivery, driving product and service enhancements.
• Conduct in-depth qualitative and quantitative research to uncover customer needs, behaviors, and pain points, translating findings into actionable business strategies and product roadmaps.
• Collaborate closely with cross-functional teams, including business, product, design, and engineering, to embed customer-centricity and ensure research insights inform decision-making.
• Develop and refine research methodologies, ensuring high-quality, reliable, and impactful insights that directly contribute to improving the overall customer journey and business objectives.
• Champion a customer-centric culture across the organization by disseminating research findings and advocating for user needs in product development and strategic planning.

📝 Enhancement Note: This role is positioned at an L6 Staff level, indicating a senior individual contributor role with significant autonomy and responsibility. The focus on "Product UX" and leading "overall research projects" suggests a strategic and influential position within a large, established UX team at Coupang. The emphasis on both "As-is" product analysis and new business area research highlights the breadth of the role, requiring expertise in both diagnostic and generative research.

📈 Primary Responsibilities

• Lead the strategic planning and execution of comprehensive research projects for new business initiatives and existing products/services, defining research questions and objectives in alignment with business goals.
• Design and implement a variety of qualitative and quantitative research methodologies (e.g., user interviews, usability testing, surveys, ethnographic studies, data analysis) to deeply understand user behavior, needs, and pain points.
• Analyze complex datasets from various sources (user behavior data, survey responses, interview transcripts) to identify patterns, extract actionable insights, and formulate data-driven recommendations for product and service improvements.
• Proactively monitor and identify UX issues within current products and services, conducting root cause analysis and proposing concrete, impactful solutions to product teams.
• Communicate research findings and strategic recommendations effectively to stakeholders at all levels, including senior leadership, through compelling presentations, reports, and workshops.
• Mentor junior researchers or contribute to the development of research best practices and standards within the Product UX team.
• Advocate for and champion customer-centricity, ensuring user needs and insights are prioritized throughout the product development lifecycle and influence business strategy.
• Manage research budgets, timelines, and vendor relationships (if applicable) to ensure efficient and effective project delivery.

📝 Enhancement Note: The responsibilities emphasize leadership in research projects, strategic input into business/product direction, and deep analytical skills. The requirement to "propose concrete, impactful solutions" and "advocate for user needs" indicates a role that goes beyond reporting findings to actively influencing product strategy and execution. The mention of "efficiency in resource operation" and "research quality improvement" points to a senior researcher who also considers operational excellence.

🎓 Skills & Qualifications

Education:

• Bachelor's or Master's degree in Human-Computer Interaction (HCI), Cognitive Psychology, Anthropology, Sociology, Computer Science, or a related field with a strong foundation in research methodologies.
• Equivalent practical experience in UX/CX research or consumer behavior analysis will be considered.

Experience:

• Minimum of 8 years of progressive experience in User Experience (UX) Research, Customer Experience (CX) Research, Market Research, Consumer Analysis, or related analytical roles.
• Demonstrated experience in designing, executing, and analyzing both qualitative and quantitative research studies to inform product strategy and user experience improvements.
• Proven track record of leading research projects from inception to completion, translating complex user behaviors and needs into actionable insights and strategic recommendations.
• Experience working in fast-paced, agile environments, collaborating effectively with product managers, designers, engineers, and business stakeholders.

Required Skills:

• CX/UX Research Expertise: Deep understanding and practical application of various qualitative and quantitative research methods, including usability testing, in-depth interviews, surveys, contextual inquiry, and card sorting.
• Data Analysis & Insight Generation: Strong analytical skills to synthesize data from multiple sources, identify user patterns, and derive meaningful, actionable insights. Proficiency in statistical analysis and qualitative data analysis techniques.
• Strategic Thinking & Problem Solving: Ability to frame complex business problems as research questions, dive deep into issues, and develop logical, data-backed strategic recommendations.
• Communication & Collaboration: Excellent verbal and written communication skills in Korean. Proven ability to collaborate effectively with diverse cross-functional teams and present research findings persuasively to various audiences.
• Research Planning & Execution: Skill in efficient research planning under time and resource constraints, ensuring research design is robust and leads to reliable findings.

Preferred Skills:

• Advanced Degrees: Master's or Ph.D. in a relevant field (HCI, Psychology, etc.) or equivalent knowledge.
• Research Methodologies: Extensive experience with diverse research techniques such as diary studies, A/B testing, conjoint analysis, and experimental design.
• E-commerce/Mobile Domain: Direct experience in the e-commerce industry or with mobile-first product development, understanding the unique user behaviors and challenges in these domains.
• English Communication: Proficiency in English for potential collaboration with international teams or access to global research resources.
• Consulting Background: Experience in professional research firms, survey companies, or design consulting firms, bringing external best practices and methodologies.

📝 Enhancement Note: The "L6" designation and the 8+ years of experience requirement suggest a need for a seasoned researcher who can operate autonomously and strategically. The emphasis on both qualitative and quantitative skills, coupled with the preference for e-commerce and mobile experience, points to a role that requires a broad and deep understanding of user research in a digital product context. The "deep dive" and "logical insight derivation" requirements highlight the expectation for strong analytical rigor.

📊 Process & Systems Portfolio Requirements

Portfolio Essentials:

• Case Studies: A portfolio showcasing a range of UX/CX research projects, demonstrating your ability to define research problems, select appropriate methodologies, execute research, and deliver impactful insights that led to tangible product or business improvements.
• Methodological Diversity: Examples of research projects that highlight your proficiency in both qualitative (e.g., user interviews, usability testing) and quantitative (e.g., surveys, behavioral data analysis) methods.
• Impact & ROI: Clearly articulate the business impact or ROI of your research findings, showing how your work influenced product decisions, user satisfaction, or key business metrics. Quantifiable results are highly valued.
• Problem Definition & Solutioning: Demonstrate your process for identifying user pain points and translating them into strategic recommendations or solutions that address root causes.
• Collaboration & Communication: Showcase examples of how you collaborated with product teams, designers, and engineers, and how you communicated complex findings effectively.

Process Documentation:

• Evidence of research planning processes, including how you define research objectives, scope, participant recruitment strategies, and timelines.
• Examples of research reports or presentations that clearly outline methodologies, findings, and actionable recommendations.
• Demonstration of how you integrate research insights into the product development lifecycle, from ideation to iteration.

📝 Enhancement Note: For a Staff-level UX Researcher, a portfolio is crucial. It should not just list projects but tell a story of how the researcher tackles complex problems, drives impact, and collaborates effectively. The emphasis on "tangible product or business improvements" and "quantifiable results" means candidates should be prepared to detail the outcomes of their work.

💵 Compensation & Benefits

Salary Range:

• Given the Staff/L6 level, 8+ years of experience, and the location in Seoul, South Korea, a competitive salary range for this role is estimated to be between ₩90,000,000 to ₩150,000,000 KRW annually. This range can vary based on the candidate's specific experience, qualifications, and negotiation skills.
• Methodology: This estimate is based on industry benchmarks for senior UX/CX Researcher roles in major tech hubs in South Korea, considering the company's scale (Coupang is a major e-commerce player) and the senior nature of the position. It factors in cost of living in Seoul and typical compensation structures for experienced professionals in the tech sector.

Benefits:

• Comprehensive health insurance coverage (medical, dental, vision).
• Paid time off (vacation, sick leave, national holidays).
• Retirement savings plan or contributions.
• Opportunities for professional development, including training, conferences, and workshops.
• Employee discounts on Coupang products and services.
• Potential for performance-based bonuses or stock options.
• Support for work-life balance initiatives.

Working Hours:

• Standard full-time working hours are typically 40 hours per week (e.g., 9 AM to 6 PM, Monday to Friday), with flexibility often available. However, the nature of research may require occasional work outside of standard hours to meet project deadlines or conduct user sessions.
• The company culture emphasizes results and efficiency, suggesting a professional environment where output is valued.

📝 Enhancement Note: The salary range is a crucial aspect for senior roles. The estimation is based on general market data for Seoul, South Korea, for comparable roles and experience levels in the tech industry. Specific benefits can vary greatly, but the listed items are common for large tech companies.

🎯 Team & Company Context

🏢 Company Culture

Industry: E-commerce, Technology, Logistics, Retail Company Size: Large Enterprise (Coupang is a major player in the South Korean market, often described as "the Amazon of South Korea," with tens of thousands of employees globally). Founded: 2010 Company Description: Coupang is a leading e-commerce platform renowned for its fast delivery services (Rocket Delivery) and extensive product selection. It has rapidly grown to become a dominant force in the Korean retail market, continuously innovating and expanding its offerings to provide unparalleled customer convenience. Company Specialties: E-commerce, Logistics, Same-day Delivery, Subscription Services (Rocket WOW), Food Delivery (Coupang Eats), Fintech, Cloud Services.

Team Structure:

• Product UX Team: This role is part of Coupang's "Product UX" team, described as the company's largest UX team. This suggests a well-resourced department with various specializations within UX, including research, design, and potentially strategy.
• Reporting Structure: While not explicitly stated, a Staff Researcher typically reports to a UX Research Manager or Lead, who in turn may report to a Director or VP of Product/Design. Collaboration is expected with Product Managers, UX Designers, and Engineers.
• Cross-functional Collaboration: The role emphasizes close collaboration with "business and product teams," indicating a highly integrated approach where UX research directly influences product strategy and development.

Methodology:

• Data-Driven Decision Making: Coupang strongly emphasizes data-driven approaches in all its operations, and UX research is expected to contribute robust quantitative and qualitative data to inform strategic decisions.
• Customer-Centricity: The core mission of the Product UX team is to ensure customers have a seamless, easy, and fast experience. Research is a primary tool for understanding and improving this experience.
• Agile & Iterative Development: While not explicitly stated, large tech companies like Coupang typically operate with agile methodologies, meaning research insights are often integrated into iterative design and development cycles.

Company Website: https://www.coupang.com/

📝 Enhancement Note: Understanding Coupang's scale and market position is critical. It's a fast-paced, data-driven environment where UX plays a significant role in shaping customer experiences across a vast range of services. The "largest UX team" detail suggests ample opportunity for collaboration and specialization within UX.

📈 Career & Growth Analysis

Operations Career Level: Staff Researcher (L6) is a senior individual contributor role, signifying expertise and leadership in UX research. This level typically involves taking ownership of complex, ambiguous problems, mentoring others, and influencing strategic direction within the domain. Reporting Structure: The Staff CX Researcher will likely report to a UX Research Lead or Manager within the Product UX organization. They will collaborate closely with Product Managers, UX Designers, and Engineers on various product teams. Operations Impact: This role has a direct and significant impact on Coupang's core business by driving customer satisfaction, identifying areas for product improvement, and informing business strategy through user insights. Successful research directly contributes to user retention, acquisition, and overall customer experience, which are key drivers of e-commerce success.

Growth Opportunities:

• Leadership in Research: Potential to grow into a Senior Staff or Principal Researcher role, taking on even more complex, strategic, and ambiguous research challenges, or leading research initiatives across multiple product areas.
• Management Track: Opportunity to transition into a management role, leading and mentoring a team of UX researchers.
• Specialization: Deepen expertise in specific research methodologies, product domains (e.g., e-commerce, logistics, fintech), or user segments.
• Cross-functional Leadership: Develop strong influencing skills to drive customer-centricity across product development teams and contribute to broader product strategy discussions.
• Industry Influence: Contribute to the broader UX research community through speaking engagements or publications, representing Coupang's best practices.

📝 Enhancement Note: A Staff-level role implies significant autonomy and the potential for significant impact and career advancement. The growth opportunities focus on deepening expertise, expanding influence, and potentially moving into leadership or management positions, aligning with typical career paths for senior individual contributors in tech.

🌐 Work Environment

Office Type: Modern, collaborative office space designed for innovation and teamwork. Office Location(s): Seoul, South Korea. Coupang has multiple office locations in Seoul, likely including major business districts. Specific building details would be provided upon offer.

Workspace Context:

• Collaborative Environment: The Product UX team is described as Coupang's largest, fostering a collaborative and supportive atmosphere where knowledge sharing and peer feedback are encouraged.
• Tools & Technology: Access to state-of-the-art UX research tools, analytics platforms, and collaboration software will be provided to facilitate effective research and communication.
• Team Interaction: Regular team meetings, cross-functional syncs, and informal interactions to discuss ongoing projects and share learnings.

Work Schedule:

• Standard business hours (e.g., 9 AM - 6 PM KST, Monday to Friday) are expected, but flexibility may be available depending on project needs and team culture. The emphasis is on delivering high-quality research outcomes efficiently.

📝 Enhancement Note: The description of Coupang's culture and team structure suggests a dynamic and supportive work environment focused on innovation and collaboration. The on-site requirement means candidates should be comfortable working within a physical office setting in Seoul.

📄 Application & Portfolio Review Process

Interview Process:

• Initial Screening (Phone/Video): A recruiter or hiring manager will conduct an initial screening to assess basic qualifications, experience, and cultural fit. Be prepared to discuss your career trajectory and interest in Coupang.
• Hiring Manager Interview: Deeper dive into your research experience, methodologies, and problem-solving approaches. Expect questions about specific projects from your portfolio.
• Technical/Team Interview(s): This may involve presenting a portfolio case study to the UX team or discussing specific research challenges. You might also be asked to demonstrate your analytical thinking and collaboration skills in a simulated scenario.
• Cross-functional Interview: An interview with stakeholders from product management or engineering to assess your ability to collaborate and communicate effectively with these teams.
• Final Interview: Potentially with a senior leader (e.g., Head of Product, Director of UX) to discuss strategic fit, long-term vision, and overall impact.

Portfolio Review Tips:

• Focus on Impact: Select 2-3 strong case studies that clearly demonstrate how your research led to significant product improvements or business outcomes. Quantify impact wherever possible (e.g., "increased conversion by X%," "reduced user error rate by Y%").
• Show Your Process: Detail your research process from problem framing to insight delivery. Explain your rationale for choosing specific methodologies.
• Highlight Collaboration: Emphasize how you worked with product managers, designers, and engineers, and how you influenced their decisions.
• Structure Your Presentation: Organize your portfolio presentation logically. Start with the problem, describe your approach, present key findings, and conclude with the impact and learnings.
• Be Prepared for Questions: Anticipate questions about your methodology choices, challenges faced, how you handled conflicting data, and what you would do differently.

Challenge Preparation:

• Hypothetical Scenarios: Be ready to discuss how you would approach a given research problem or analyze a specific dataset.
• Methodology Justification: Be prepared to explain why you would choose certain research methods over others for a given scenario.
• Insight Articulation: Practice articulating insights clearly and concisely, focusing on their implications for product strategy.

📝 Enhancement Note: The interview process typically involves multiple stages designed to assess technical skills, strategic thinking, and collaboration. A strong portfolio presentation is often a key component, so candidates should prepare thoroughly. The mention of "internal competition application form" implies that candidates may already be employees of Coupang, which could influence the interview focus towards adapting existing knowledge to new challenges.

🛠 Tools & Technology Stack

Primary Tools:

• UX Research Platforms: Proficiency with tools for user interviews, usability testing, and remote research (e.g., UserTesting.com, Lookback, Maze, Lookback).
• Survey Tools: Experience with survey platforms for quantitative data collection (e.g., SurveyMonkey, Qualtrics, Google Forms).
• Analytics & Data Visualization: Familiarity with web/app analytics tools (e.g., Google Analytics, Amplitude, Mixpanel) and data visualization tools (e.g., Tableau, Looker, Power BI) to complement qualitative insights with quantitative data.
• Collaboration Tools: Proficiency with collaboration suites such as Google Workspace, Microsoft Office Suite, Jira, Confluence, and project management tools.

Analytics & Reporting:

• Experience using data analysis tools to process and interpret user behavior data, survey results, and other research outputs.
• Ability to create clear and compelling reports and dashboards that communicate research findings and recommendations effectively to stakeholders.

CRM & Automation:

• While not a core CRM role, understanding how user data integrates with CRM systems or customer data platforms might be beneficial for a holistic view of the customer.

📝 Enhancement Note: While specific tools aren't listed, general proficiency with standard UX research, survey, analytics, and collaboration tools is expected. The emphasis on data analysis suggests that candidates should be comfortable working with quantitative data alongside qualitative findings.

👥 Team Culture & Values

Operations Values:

• Customer Obsession: A deep commitment to understanding and serving the customer, making their experience the top priority.
• Data-Driven Innovation: Utilizing data and research to drive informed decisions and create innovative solutions.
• Collaboration & Teamwork: Working effectively with diverse teams to achieve shared goals, fostering a supportive and inclusive environment.
• Excellence & Efficiency: Striving for high-quality outcomes and seeking efficient ways to achieve objectives.
• Adaptability & Speed: Thriving in a fast-paced environment, quickly adapting to new challenges and opportunities.

Collaboration Style:

• Cross-functional Integration: Actively engaging with product managers, designers, engineers, and business stakeholders to ensure research insights are integrated seamlessly into the product development process.
• Open Communication: Encouraging open feedback and constructive dialogue within the team and with partner teams.
• Knowledge Sharing: Proactively sharing research findings, methodologies, and learnings to elevate the collective understanding of users across the organization.

📝 Enhancement Note: Coupang's culture is likely to reflect its rapid growth and focus on customer experience. The values emphasize user-centricity, data, collaboration, and a high-performance environment. Understanding these values is key for cultural fit.

⚡ Challenges & Growth Opportunities

Challenges:

• Navigating Ambiguity: Tackling complex, ill-defined research problems in a rapidly evolving e-commerce landscape.
• Data Synthesis: Integrating diverse data sources (qualitative, quantitative, behavioral, business metrics) into cohesive and actionable insights.
• Stakeholder Influence: Effectively communicating research findings and advocating for user needs to influence product roadmaps and business strategies, especially in a data-driven culture.
• Pace of Innovation: Keeping pace with Coupang's rapid product development and innovation cycles while ensuring rigorous research practices.
• Scalability: Designing research strategies that can scale across Coupang's broad range of products and services.

Learning & Development Opportunities:

• Advanced Research Techniques: Opportunities to explore and implement cutting-edge research methodologies.
• Industry Exposure: Working on high-impact projects for a leading e-commerce platform, gaining deep insights into consumer behavior in a competitive market.
• Mentorship: Learning from experienced researchers and product leaders within Coupang's large UX organization.
• Skill Development: Access to training programs, conferences, and internal workshops to enhance research, analytical, and communication skills.

📝 Enhancement Note: Senior roles often come with complex challenges that offer significant growth opportunities. Recognizing these challenges and how they align with personal development goals is important for candidates.

💡 Interview Preparation

Strategy Questions:

• "Describe a time you had to define research objectives for a completely new product or business area. What was your process?" (Focus on framing ambiguity, hypothesis generation, and research design.)
• "How do you prioritize research requests when multiple teams have urgent needs?" (Highlight prioritization frameworks, stakeholder management, and communication strategies.)
• "Walk us through a complex research project where you synthesized both qualitative and quantitative data. What were the key insights, and how did they influence product strategy?" (Emphasize analytical rigor, storytelling, and impact.)
• "How do you ensure your research findings are understood and acted upon by product teams and leadership?" (Focus on communication strategies, stakeholder engagement, and influencing skills.)

Company & Culture Questions:

• "What excites you about Coupang and this specific role?" (Research Coupang's mission, values, and recent news.)
• "How do you contribute to a customer-centric culture within a product team?" (Provide examples of advocating for users.)
• "Describe your ideal collaboration style with product managers and designers." (Focus on partnership, shared understanding, and iterative feedback.)

Portfolio Presentation Strategy:

• Choose High-Impact Projects: Select 2-3 projects that demonstrate your full research lifecycle, problem-solving skills, and the measurable impact of your work.
• Quantify Everything Possible: Use numbers to illustrate the problem, your findings, and the outcomes of your recommendations.
• Tell a Story: Structure your presentation with a clear narrative: the problem, your approach, key findings, actionable recommendations, and the resulting impact.
• Be Prepared for Deep Dives: Anticipate detailed questions about your methodology, data analysis, and decision-making process.
• Showcase Collaboration: Clearly articulate how you partnered with other teams and influenced their decisions.

📝 Enhancement Note: Preparation should focus on demonstrating strategic thinking, analytical depth, and the ability to drive impact through research, aligning with the Staff-level expectations. Understanding Coupang's business and culture is also crucial.

📌 Application Steps

To apply for this UX Research position:

• Submit your application through the provided link (likely via Coupang's Greenhouse portal).
• Prepare your portfolio: Curate 2-3 strong case studies that highlight your end-to-end research process, analytical skills, and the impact of your work, with a focus on e-commerce or similar digital products. Ensure quantifiable results are included.
• Tailor your resume: Highlight experience relevant to CX/UX research, data analysis, strategic problem-solving, and cross-functional collaboration, using keywords from the job description. Focus on achievements and impact.
• Review Coupang's offerings: Familiarize yourself with Coupang's products, services, and recent company news to articulate your interest and understanding during interviews.
• Practice your presentation: Rehearse your portfolio presentation to ensure it is clear, concise, impactful, and effectively communicates your value proposition. Be ready for questions about your process and findings.
• Internal Application: If you are an existing Coupang employee, ensure you follow the specific internal application process outlined, including completing the attached "Internal Transfer Request Form" and applying with your Coupang email.

⚠️ 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.