Senior UX Researcher

📍 Job Overview

Job Title: Senior UX Researcher Company: RBS Location: London, United Kingdom Job Type: Full-Time Category: User Experience (UX) Research / Product Operations Date Posted: 2025-10-06 Experience Level: 5-10 Years Remote Status: Remote Solely

🚀 Role Summary

• Lead high-level strategic discovery initiatives to define future product direction and user experience.
• Own and execute the research roadmap for a specific product area, balancing long-term discovery with short-term optimization.
• Navigate the complexities of B2B2C research, understanding and addressing the needs of both business partners and their end customers.
• Champion a user-centric culture, ensuring all strategic and design decisions are grounded in verified customer needs.
• Contribute to the advancement of the research function through ResearchOps, improving research effectiveness and scalability.

📝 Enhancement Note: This role is situated within NatWest Boxed, a division of RBS. The emphasis on "high-level strategic discovery," "owning the research roadmap," and "navigating B2B2C complexities" indicates a senior-level position requiring significant autonomy and strategic input, rather than purely tactical execution. The mention of ResearchOps suggests a focus on building scalable and efficient research processes, which is a key area within GTM and Product Operations.

📈 Primary Responsibilities

• Develop and execute comprehensive research strategies that inform product vision and strategic decision-making.
• Conduct mixed-methods research, including in-depth qualitative studies (interviews, usability testing, ethnography) and quantitative analysis (surveys, data analysis, A/B testing).
• Translate complex research findings into clear, actionable insights and compelling narratives for executive-level stakeholders.
• Collaborate closely with Product Managers, UX Designers, Engineers, and other cross-functional teams to integrate user insights into the product development lifecycle.
• Actively mentor and coach junior researchers and empower product/design colleagues to develop their own research capabilities.
• Proactively identify opportunities for research and advocate for user needs throughout the organization.
• Contribute to the development and refinement of Research Operations (ResearchOps) processes, tools, and best practices to enhance research efficiency and impact.

📝 Enhancement Note: The responsibilities highlight a blend of strategic leadership, hands-on research execution, and team development. The emphasis on "owning the entire research lifecycle from ambiguous questions to final recommendations" and "influencing and guiding executive-level stakeholders" underscores the senior nature of this role and its direct impact on business strategy.

🎓 Skills & Qualifications

Education: While no specific degree is mandated, a Bachelor's or Master's degree in Human-Computer Interaction (HCI), Psychology, Sociology, Anthropology, Design, or a related field is typically expected for senior-level UX research roles. Experience: 5-10 years of progressive experience in User Experience (UX) research, with a proven track record of leading research initiatives and influencing product strategy.

Required Skills:

• Mastery of mixed-methods research, encompassing both advanced qualitative and quantitative analysis techniques.
• Proven ability to conduct complex qualitative research (e.g., in-depth interviews, usability testing, contextual inquiry, ethnography).
• Strong quantitative analysis skills, including survey design, statistical analysis, and data interpretation.
• Demonstrated experience in managing the entire research lifecycle, from defining research questions to delivering actionable recommendations.
• Exceptional ability to influence and guide executive-level stakeholders, translating research findings into strategic decisions.
• Proficiency in synthesizing data from multiple streams to articulate a cohesive and compelling user story.
• Experience in a fast-paced, agile environment with the ability to deliver relevant and effective insights under varying project constraints.
• Excellent communication, presentation, and interpersonal skills, with the ability to champion design thinking and foster cross-functional collaboration.
• Experience in coaching junior team members and upskilling product and design colleagues in research methodologies.

Preferred Skills:

• Experience working within a B2B2C product environment.
• Familiarity with Research Operations (ResearchOps) principles and practices.
• Experience with user segmentation, persona development, and journey mapping.
• Knowledge of A/B testing methodologies and experimentation frameworks.
• Familiarity with design thinking frameworks and their application in product development.

📝 Enhancement Note: The required skills emphasize a high level of technical proficiency in research methodologies, strategic thinking, and stakeholder management. The preference for B2B2C experience and ResearchOps aligns with the specific context of the role and its operational components.

📊 Process & Systems Portfolio Requirements

Portfolio Essentials:

• A curated portfolio demonstrating a strong command of mixed-methods research, showcasing at least 3-5 significant projects.
• Each project should clearly articulate the initial problem statement, the research methodologies employed, the user insights generated, and the tangible impact of those insights on product strategy or design decisions.
• Evidence of navigating complex research challenges, such as those found in B2B2C environments or with ambiguous initial questions.
• Documentation of how research findings were translated into actionable recommendations and how consensus was built with stakeholders.
• Examples of how research was integrated into the product development lifecycle, from discovery to optimization.

Process Documentation:

• Showcase understanding of research process optimization, including how you've improved efficiency, scalability, or impact.
• Demonstrate experience in documenting research plans, methodologies, findings, and recommendations in a clear and organized manner.
• Examples of creating reusable research assets or frameworks that benefit the broader team or organization.

📝 Enhancement Note: Given the senior nature of the role and the emphasis on strategic discovery and ResearchOps, the portfolio should not only display research execution but also strategic thinking, process improvement, and stakeholder influence. The ability to demonstrate impact and scalability through documented processes is crucial.

💵 Compensation & Benefits

Salary Range: Based on industry benchmarks for Senior UX Researchers in London with 5-10 years of experience, a competitive salary range is estimated to be between £65,000 - £90,000 per annum. This range considers the role's seniority, strategic responsibilities, and the London market.

Benefits:

• Competitive pension scheme.
• Comprehensive health and wellness programs.
• Generous annual leave allowance.
• Opportunities for professional development, training, and conference attendance.
• Access to employee assistance programs.
• Potential for performance-based bonuses.
• Flexible working arrangements and remote-first culture.

Working Hours: The standard working week is 35 hours. While the role is remote-first, flexibility in scheduling may be available to accommodate research activities and team collaboration, provided core responsibilities are met and stakeholder availability is considered.

📝 Enhancement Note: The salary range is an estimate based on typical Senior UX Researcher compensation in London. Benefits are inferred based on standard offerings from large financial institutions like RBS, particularly for experienced professionals in a remote-first setup.

🎯 Team & Company Context

🏢 Company Culture

Industry: Financial Services (Banking and Technology). RBS (Royal Bank of Scotland), operating as NatWest Boxed, is a major player in the UK financial sector, increasingly focusing on digital transformation and customer experience innovation. Company Size: Large Enterprise (part of the NatWest Group, which employs tens of thousands globally). This implies structured processes, a wide range of resources, and opportunities for substantial impact. Founded: The NatWest Group has a long history, with its origins tracing back to the 19th century. NatWest Boxed represents a modern, agile approach within this established framework, likely focusing on digital product innovation.

Team Structure:

• The Senior UX Researcher will report directly to the Research Leader, indicating a clear research leadership structure.
• Collaboration will be extensive with Product Managers, UX Designers, Engineers, and potentially data analysts and marketing teams.
• The role operates within a "small, fast-paced team" within NatWest Boxed, suggesting an agile, startup-like environment within a larger corporate structure.

Methodology:

• Emphasis on user-centric design and data-driven decision-making, integrating qualitative and quantitative research to inform strategy.
• Agile product development methodologies are likely employed, requiring researchers to be adaptable and responsive.
• Focus on ResearchOps to build scalable and efficient research processes.

Company Website: https://www.rbs.com/ (Note: NatWest Boxed may have a specific digital presence, but the primary corporate site is RBS.com)

📝 Enhancement Note: Understanding that NatWest Boxed is part of RBS/NatWest Group is crucial. It suggests a balance between corporate stability and the agility of a dedicated innovation unit. The "Remote First" and "small, fast-paced team" aspects point towards a modern, progressive work environment within a large, established organization.

📈 Career & Growth Analysis

Operations Career Level: This is a Senior-level UX Researcher position. It signifies a transition from executing research to strategically guiding it, mentoring others, and influencing organizational direction. The role requires a high degree of autonomy and leadership in research practice. Reporting Structure: The role reports to the Research Leader, placing it within a dedicated research function. This provides a clear path for mentorship and career development within UX research leadership. Collaboration will extend across product and design teams. Operations Impact: The Senior UX Researcher will have a significant impact on product strategy, user experience, and ultimately, customer satisfaction and business outcomes for B2B2C offerings. By championing user needs and driving informed decisions, they directly influence product success and market competitiveness.

Growth Opportunities:

• Specialization: Deepen expertise in specific research methodologies, B2B2C research challenges, or ResearchOps.
• Leadership: Progress to a Research Lead or Managerial role, overseeing larger teams and research programs.
• Cross-Functional Influence: Expand influence across different product areas or business units within NatWest Group.
• ResearchOps Development: Take a leading role in shaping and scaling the research operations function.
• Industry Engagement: Represent RBS/NatWest at industry conferences and contribute to the broader UX research community.

📝 Enhancement Note: The growth trajectory for a Senior UX Researcher at a large organization like RBS typically involves deepening expertise, taking on more strategic leadership, and potentially moving into management or specialized roles within ResearchOps or product strategy.

🌐 Work Environment

Office Type: Remote First. This indicates a primary working model where employees are expected to work from home, with potential for optional office use for collaboration or specific needs. Office Location(s): London, United Kingdom. While the role is remote, the primary talent pool and potential for in-person collaboration (if desired or required) is centered around London.

Workspace Context:

• A fully remote setup necessitates strong self-discipline, effective time management, and proactive communication.
• The "small, fast-paced team" within NatWest Boxed implies a dynamic and collaborative virtual environment.
• Access to robust digital collaboration tools and platforms will be essential for seamless teamwork.
• Opportunities for virtual team-building and informal interaction will be key to fostering a cohesive remote culture.

Work Schedule: 35 hours per week. While remote, maintaining consistent availability during core UK business hours (especially for collaboration with UK-based teams and stakeholders) will be important. Flexibility is implied within the remote-first model, but clear communication regarding availability and responsiveness is paramount.

📝 Enhancement Note: The "Remote First" policy is a significant factor, suggesting a mature remote work infrastructure and culture. Candidates should be comfortable with asynchronous communication and managing their own work environment effectively.

📄 Application & Portfolio Review Process

Interview Process:

• Initial Screening: HR or recruiter call focusing on basic qualifications, salary expectations, and remote work eligibility.
• Hiring Manager Interview: Discussion with the Research Leader about your experience, strategic approach, and fit with the team's vision.
• Portfolio Presentation: A key stage where you will present 2-3 key projects from your portfolio, detailing your process, insights, and impact. Be prepared for in-depth questions on your methodology and decision-making.
• Skills Assessment/Case Study: You may be given a small research challenge or asked to critique a hypothetical research scenario to assess your problem-solving and analytical skills.
• Team/Stakeholder Interviews: Interviews with Product Managers, UX Designers, or other key stakeholders to assess collaboration style and ability to influence.
• Final Interview: Potentially with a senior leader to discuss strategic alignment and leadership potential.

Portfolio Review Tips:

• Narrative is Key: Structure your portfolio presentations around a compelling story for each project. Clearly articulate the "why," "what," and "so what."
• Show, Don't Just Tell: Use visuals (screenshots, diagrams, key quotes) to illustrate your process and findings.
• Highlight Impact: Quantify the impact of your research whenever possible (e.g., "led to a 15% increase in conversion," "reduced user errors by 20%").
• Address B2B2C Nuances: If you have B2B2C experience, specifically highlight how you managed the dual audiences.
• Demonstrate Strategic Thinking: Show how your research informed high-level strategy, not just tactical design tweaks.
• Explain ResearchOps Contributions: If applicable, showcase how you've contributed to making research more efficient and scalable.

Challenge Preparation:

• Think Aloud: For any case study or problem-solving exercise, articulate your thought process clearly.
• Prioritize: If given a complex problem, focus on how you would prioritize research efforts and stakeholders.
• Ask Clarifying Questions: Don't hesitate to ask questions to ensure you fully understand the scenario.
• Focus on User Impact: Always tie your proposed solutions back to user needs and business objectives.

📝 Enhancement Note: The interview process for a senior role will heavily scrutinize strategic thinking, leadership potential, and the ability to drive impact. The portfolio presentation is a critical component, requiring candidates to effectively communicate complex research processes and outcomes.

🛠 Tools & Technology Stack

Primary Tools:

• Qualitative Research Tools: UserTesting.com, Lookback, Dovetail, Maze, Hotjar (for session recordings/heatmaps).
• Quantitative Research Tools: SurveyMonkey, Qualtrics, Google Forms, Typeform; statistical software like SPSS, R, or Python for advanced analysis.
• Collaboration & Communication: Microsoft Teams, Slack, Zoom, Miro, Confluence.
• Project Management: Jira, Asana, Trello.

Analytics & Reporting:

• Data Analysis: Excel, Google Sheets, Tableau, Power BI (for visualizing quantitative data).
• Web Analytics: Google Analytics (if applicable to user-facing digital products).

CRM & Automation:

• While not a direct CRM role, understanding how UX research integrates with CRM data (e.g., customer feedback loops, segmentation) is beneficial.

📝 Enhancement Note: Proficiency in a wide array of qualitative and quantitative research tools is essential. The ability to synthesize data from various sources and communicate findings effectively through dashboards or reports is also key. Familiarity with ResearchOps tools and platforms for managing research processes will be a significant advantage.

👥 Team Culture & Values

Operations Values:

• User Centricity: A deep commitment to understanding and advocating for the user in all decision-making processes.
• Data-Driven Decisions: Relying on evidence from research and analytics to inform strategy and product development.
• Collaboration & Transparency: Open communication and teamwork across disciplines to achieve shared goals.
• Continuous Improvement: A proactive approach to refining processes, tools, and methodologies (especially in ResearchOps).
• Impact & Accountability: Focusing on delivering measurable results and taking ownership of outcomes.

Collaboration Style:

• Highly collaborative, working closely with product, design, engineering, and business stakeholders.
• Emphasis on building consensus and ensuring that research insights are understood and acted upon.
• A culture of constructive feedback and continuous learning, encouraging the sharing of knowledge and best practices.

📝 Enhancement Note: The values emphasize a blend of user advocacy, analytical rigor, and collaborative execution, which are hallmarks of effective product and GTM operations. The "Remote First" aspect will shape how these values are lived out daily through digital interactions.

⚡ Challenges & Growth Opportunities

Challenges:

• B2B2C Complexity: Balancing the distinct needs and contexts of business partners and their end-users.
• Strategic Influence: Navigating a large corporate structure to ensure research insights translate into impactful strategic decisions.
• Resourcefulness: Delivering high-quality research under tight deadlines and potential resource constraints in a fast-paced environment.
• Remote Collaboration: Maintaining strong team cohesion and effective communication in a fully remote setting.
• Scaling Research: Contributing to and benefiting from the development of ResearchOps to ensure research can scale effectively.

Learning & Development Opportunities:

• Advanced Methodologies: Opportunities to explore and implement cutting-edge research techniques.
• Leadership Development: Formal and informal training in mentoring, coaching, and team leadership.
• Industry Exposure: Attending relevant conferences and workshops to stay abreast of UX research and ResearchOps trends.
• Cross-Functional Projects: Gaining exposure to various product areas and business challenges within NatWest Group.
• ResearchOps Expertise: Developing specialized skills in building and managing research operations infrastructure.

📝 Enhancement Note: The challenges are typical for senior roles in dynamic environments, requiring adaptability and strong problem-solving skills. The growth opportunities are substantial, leveraging the resources of a large financial institution to foster deep expertise and leadership.

💡 Interview Preparation

Strategy Questions:

• "Describe a time you had to influence an executive stakeholder with complex research findings. What was your approach, and what was the outcome?" (Focus on communication, data synthesis, and strategic persuasion.)
• "How would you approach building a research roadmap for a new product area with ambiguous goals?" (Highlight your strategic planning, prioritization, and discovery skills.)
• "Walk us through a significant research project where you had to balance the needs of two distinct user groups (e.g., B2B and B2C). What were your key challenges and learnings?" (Demonstrate your B2B2C research expertise.)

Company & Culture Questions:

• "What interests you specifically about working for NatWest Boxed and RBS in the financial services sector?" (Show you've researched the company and understand its strategic direction.)
• "How do you contribute to fostering a user-centric culture within cross-functional teams?" (Emphasize your advocacy and collaboration skills.)
• "How do you see ResearchOps evolving, and what role do you envision playing in its development here?" (Show your understanding of operational efficiency in research.)

Portfolio Presentation Strategy:

• Choose Impactful Projects: Select projects that showcase your strategic thinking, mixed-methods expertise, and ability to drive business outcomes.
• Structure Your Narrative: For each project, clearly outline:
  • The Problem: What was the core business or user challenge?
  • Your Role: What was your specific contribution and the scope of your responsibility?
  • The Approach: What methodologies did you use (qualitative, quantitative, mixed-methods) and why?
  • The Insights: What key findings emerged?
  • The Impact: How did your research influence decisions, product development, or business results? Use metrics where possible.
  • Learnings: What did you learn from the process?
• Be Prepared for Deep Dives: Interviewers will ask detailed questions about your methodology, decision-making, and how you handled challenges.
• Practice Your Delivery: Ensure you can present clearly, concisely, and enthusiastically within the allotted time.

📝 Enhancement Note: Preparation should focus on demonstrating strategic leadership, deep methodological expertise, and the ability to translate research into tangible business impact, particularly within a B2B2C context.

📌 Application Steps

To apply for this Senior UX Researcher position:

• Submit your application through the provided Workday portal link.
• Portfolio Customization: Ensure your resume and portfolio are tailored to highlight experience in mixed-methods research, strategic discovery, B2B2C environments, and influencing senior stakeholders.
• Resume Optimization: Clearly articulate your accomplishments using action verbs and quantify your impact whenever possible, focusing on responsibilities relevant to a senior operations-adjacent role.
• Interview Preparation: Practice articulating your research process, insights, and impact with clear narratives. Prepare to discuss your contributions to ResearchOps and how you foster user-centricity.
• Company Research: Familiarize yourself with NatWest Boxed's mission, current digital initiatives within RBS/NatWest Group, and the broader financial services landscape. Understand their commitment to user experience and digital innovation.

⚠️ 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.

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