Staff CX Researcher (UX Research)

📍 Job Overview

Job Title: Staff CX Researcher (UX Research)
Company: Coupang
Location: Seoul, South Korea
Job Type: Full-Time
Category: User Experience (UX) / Customer Experience (CX) Operations
Date Posted: August 07, 2025
Experience Level: 10+ Years
Remote Status: On-site

🚀 Role Summary

• Lead end-to-end customer experience (CX) and user experience (UX) research initiatives to drive product and service improvements for Coupang's diverse customer base.
• Conduct in-depth qualitative and quantitative user research to uncover customer needs, behaviors, and pain points, informing strategic business decisions and product roadmaps.
• Collaborate closely with product management, design, and engineering teams to translate research insights into actionable recommendations and user-centric solutions.
• Champion a customer-centric culture across the organization by disseminating research findings and advocating for user needs in product development processes.
• Design and execute research plans that align with business objectives, leveraging a variety of research methodologies to address complex user and market questions.

📝 Enhancement Note: The role specifies "Staff CX Researcher," indicating a senior-level position requiring significant experience and leadership in UX/CX research. The focus is on driving strategic insights and influencing product direction within a large e-commerce environment, demanding strong analytical, communication, and project management skills.

📈 Primary Responsibilities

• Lead and manage comprehensive research projects from inception to completion, serving as the primary liaison between research insights and business/product stakeholders.
• Analyze customer behavior, identifying key needs, patterns, and unmet expectations to inform the development of effective business strategies and product roadmaps.
• Proactively identify and diagnose usability issues and pain points within existing products and services, proposing data-driven solutions and improvement strategies.
• Translate complex customer feedback and research findings into clear, prioritized recommendations for product teams, influencing UX priorities and feature development.
• Design efficient and effective research plans that optimize resource allocation, ensuring high-quality, reliable data collection and analysis.
• Propose and implement innovative research methodologies to enhance the quality and reliability of insights generated.
• Facilitate the dissemination of customer-centric insights across various departments to foster a deeper understanding of user needs and promote a customer-first mindset.

📝 Enhancement Note: Responsibilities emphasize leadership in research projects, strategic influence on business and product direction, and a proactive approach to identifying and solving user pain points. The role requires not just execution but also strategic planning and communication to drive organizational change towards customer centricity.

🎓 Skills & Qualifications

Education:

• Bachelor's degree in HCI, Psychology, Sociology, Anthropology, Cognitive Science, Human Factors, or a related field. A Master's or Ph.D. in a relevant field is highly preferred, demonstrating advanced research capabilities.

Experience:

• Minimum of 8 years of progressive experience in customer experience (CX) research, user experience (UX) research, market research, consumer analysis, usability testing, or strategic analysis.
• Proven track record of conducting both qualitative and quantitative research, analyzing user behavior to derive actionable insights and strategic recommendations.
• Hands-on experience in UX planning, UX strategy development, UX analysis, and UX design principles.

Required Skills:

• CX/UX Research Expertise: Deep understanding and practical application of various research methodologies (e.g., user interviews, surveys, usability testing, ethnographic studies, card sorting, tree testing).
• Data Analysis & Insight Generation: Ability to analyze complex datasets (qualitative and quantitative) to identify trends, patterns, and derive robust, actionable insights.
• Strategic Thinking: Capacity to link research findings to business objectives and translate insights into strategic recommendations for product and business development.
• Communication & Collaboration: Exceptional verbal and written communication skills, with a proven ability to effectively communicate complex findings to diverse stakeholders, including executive leadership.
• Research Planning & Execution: Proficiency in designing, planning, and executing research projects with efficiency, managing timelines and resources effectively.
• Problem-Solving: Strong analytical and critical thinking skills to deeply investigate issues, identify root causes, and propose logical solutions.
• Cross-functional Collaboration: Demonstrated ability to work effectively with cross-functional teams, including product managers, designers, engineers, and marketing.
• Korean Communication: Fluency in Korean for effective communication within the local team and with user groups.

Preferred Skills:

• Advanced UX Knowledge: Background in Cognitive Psychology, HCI, or related fields, providing a strong theoretical foundation for UX research.
• Hands-on Research Execution: Extensive experience designing and conducting diverse user research (Usability Testing, Surveys, Interviews).
• E-commerce Experience: Prior work experience in e-commerce services, understanding the unique challenges and opportunities in this sector.
• Mobile Service Expertise: Strong knowledge or project experience related to mobile services and applications.
• Consulting Background: Experience working in professional research, survey, or design consulting firms.
• English Communication: Proficiency in English for potential international collaboration or communication with global teams.

📝 Enhancement Note: The "Staff" title and 8+ years of experience requirement strongly suggest a senior individual contributor or lead role. The emphasis on influencing strategy and diagnosing complex issues points to a need for deep methodological expertise and strong business acumen. Preferred skills like e-commerce and mobile experience are highly relevant given Coupang's business.

📊 Process & Systems Portfolio Requirements

Portfolio Essentials:

• Research Project Case Studies: Detailed examples of end-to-end research projects, showcasing your role, methodology, key findings, and the impact on product or business outcomes.
• Problem/Solution Framing: Demonstrations of how you have identified user pain points or business challenges through research and proposed concrete, data-backed solutions.
• Methodological Diversity: Evidence of your ability to select and apply appropriate research methods (qualitative and quantitative) for different research questions and business contexts.
• Impact & ROI Demonstration: Examples of how your research insights have directly influenced product decisions, improved user experience metrics (e.g., conversion rates, satisfaction scores), or contributed to business goals.

Process Documentation:

• Research Plan Design: Showcase examples of well-structured research plans, including clear objectives, hypotheses, participant criteria, methodologies, and analysis approaches.
• Insight Synthesis & Reporting: Examples of how you synthesize complex research data into clear, concise, and actionable reports and presentations tailored for different audiences.
• Cross-functional Collaboration Workflows: Briefly describe how you typically engage with product, design, and engineering teams throughout the research process to ensure alignment and effective implementation of findings.

📝 Enhancement Note: A strong portfolio is critical for a senior UX Researcher role. It should not only demonstrate research execution but also strategic thinking, problem-solving, and the ability to drive measurable impact. The focus should be on the "why" and "how" behind your research decisions and their subsequent outcomes.

💵 Compensation & Benefits

Salary Range: Given the "Staff" title, 10+ years of experience, and the senior nature of the role in a major tech company like Coupang in Seoul, South Korea, the estimated annual salary range would be between ₩100,000,000 and ₩150,000,000+. This estimate is based on industry benchmarks for senior UX/CX Researchers in major South Korean tech companies, considering the cost of living in Seoul and the competitive landscape for specialized talent.

Benefits: Coupang typically offers a comprehensive benefits package designed to support employee well-being and professional growth. While specific details may vary, common benefits for such roles often include:

• Competitive base salary and performance-based bonuses.
• Comprehensive health insurance (medical, dental, vision) for employees and potentially dependents.
• Paid time off (vacation days, sick leave, holidays).
• Professional development opportunities, including training, conferences, and tuition reimbursement.
• Employee discounts on Coupang products and services.
• Retirement savings plans or pension contributions.
• Potential for stock options or equity grants, especially for senior roles.
• Support for work-life balance initiatives.

Working Hours: The standard working hours are typically 40 hours per week, reflecting a full-time employment commitment. Coupang is known for its fast-paced, results-oriented culture, which may involve occasional periods of extended work to meet project deadlines, but also emphasizes efficiency and effective time management.

📝 Enhancement Note: The salary estimate is a benchmark for senior-level UX Researchers in Seoul, South Korea. Actual compensation will depend on the candidate's specific experience, qualifications, and negotiation. Benefits are inferred from typical offerings at large, established tech companies.

🎯 Team & Company Context

🏢 Company Culture

Industry: E-commerce, Technology, Logistics, Retail. Coupang operates as a leading e-commerce platform, leveraging technology to innovate across retail, delivery, and digital services. Company Size: Coupang is a large, publicly traded company with a significant global presence and a substantial employee base, indicating a structured yet dynamic work environment. Founded: Coupang was founded in 2010, demonstrating its growth from a startup to a major industry player, which aligns with its self-description as a "startup culture-based global large-listed company."

Team Structure:

• Product UX Team: This role is part of the Product UX team, described as Coupang's largest UX team, responsible for core customer experiences across various platforms like the Coupang app, Rocket WOW membership, Rocket Fresh, and Coupang Eats.
• Reporting Structure: While not explicitly stated, a Staff CX Researcher likely reports to a Lead UX Researcher, UX Manager, or Head of Product UX, with direct collaboration across product management, design, and engineering functions.
• Cross-functional Collaboration: The role emphasizes close collaboration with business and product teams, suggesting an integrated approach where research directly informs strategy and product development.

Methodology:

• Data-Driven Decision Making: Coupang's culture emphasizes using data and customer insights to make informed decisions and drive innovation.
• Customer-Centricity: A core tenet is realizing customer satisfaction, meaning user needs and feedback are central to product development.
• Agile & Innovative Environment: The company fosters a startup-like agility, encouraging continuous launching of new services, expansion, and proactive problem-solving.

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

📝 Enhancement Note: Coupang's culture blends the speed and innovation of a startup with the scale and resources of a large corporation. The Product UX team is central to delivering on the company's customer-centric mission, making this a high-impact role.

📈 Career & Growth Analysis

Operations Career Level: Staff CX Researcher signifies a senior individual contributor role. This level typically involves leading complex research initiatives, mentoring junior researchers, and having significant influence on product strategy and user experience direction. It's a position that requires deep expertise and a proactive, strategic approach.

Reporting Structure: The Staff CX Researcher will likely report to a UX Research Manager or Director, working closely with Product Managers, UX Designers, Engineers, and potentially Data Scientists. This structure allows for broad exposure to different business functions.

Operations Impact: This role has a direct and significant impact on Coupang's revenue and customer satisfaction by ensuring that products and services are intuitive, efficient, and meet customer needs. By identifying and resolving user pain points, the researcher contributes to increased customer loyalty, higher conversion rates, and improved overall business performance.

Growth Opportunities:

• Leadership Development: Potential to grow into a Lead UX Researcher, UX Research Manager, or Head of UX Research, managing a team and setting research strategy.
• Specialization: Opportunity to deepen expertise in specific areas of UX research, such as generative research, evaluative research, or specific methodologies like quantitative surveying or behavioral analytics.
• Cross-functional Mobility: Exposure to various product lines and business units within Coupang can open doors to roles in Product Management, UX Strategy, or even broader business strategy positions.
• Industry Recognition: Contributing to successful, large-scale e-commerce products can build a strong professional reputation and portfolio.

📝 Enhancement Note: This "Staff" level role is a critical career step for experienced UX researchers, offering opportunities for leadership and significant strategic impact within a major tech company.

🌐 Work Environment

Office Type: Coupang's primary offices, including those in Seoul, are modern, professional corporate environments designed to foster collaboration and innovation. Office Location(s): Seoul, South Korea. The specific office location will be within Seoul, a major metropolitan hub.

Workspace Context:

• Collaborative Spaces: Expect an environment with open-plan areas, meeting rooms, and potentially dedicated research labs or usability testing facilities.
• Tools & Technology: Access to industry-standard UX research tools, analytics platforms, and collaboration software will be provided.
• Team Interaction: Frequent opportunities for interaction with UX designers, product managers, engineers, and other researchers, fostering a dynamic and knowledge-sharing environment.

Work Schedule: The role is on-site, requiring regular presence in the Seoul office. Working hours are generally aligned with business needs, typically 40 hours per week, with flexibility to manage project demands.

📝 Enhancement Note: The on-site requirement in Seoul suggests a hands-on, collaborative environment where direct interaction with colleagues and the company's product ecosystem is valued.

📄 Application & Portfolio Review Process

Interview Process:

• Resume Screening: Initial review of your application for qualifications and experience.
• Phone/Video Interview: A preliminary discussion with a recruiter or hiring manager to assess cultural fit, basic qualifications, and interest.
• Portfolio Review & Presentation: A key stage where you will present your work, likely focusing on 2-3 impactful case studies that demonstrate your research process, insights, and impact. Be prepared to discuss your contributions in detail.
• On-site/Virtual Interviews: Multiple rounds with various stakeholders, including potential team members, cross-functional partners (Product Management, Design), and senior leadership. These interviews will delve into your research methodologies, problem-solving skills, strategic thinking, and ability to collaborate.
• Potential Research Challenge: You might be given a short, focused research problem to solve or analyze as part of the process.

Portfolio Review Tips:

• Curate Selectively: Choose 3-4 of your most impactful projects that best represent your skills and experience relevant to Coupang's e-commerce context.
• Structure Your Narratives: For each project, clearly outline: the business/user problem, your research objectives, the methodology used, your role and process, key insights derived, the recommendations made, and the measurable impact or outcome.
• Highlight Strategic Thinking: Emphasize how your research influenced product strategy or business decisions, not just finding usability issues.
• Showcase Collaboration: Be prepared to discuss how you worked with other teams and communicated your findings effectively.
• Quantify Impact: Wherever possible, use data and metrics to demonstrate the success of your research and recommendations.

Challenge Preparation:

• Understand Coupang's Business: Familiarize yourself with Coupang's products, services, target audience, and general market position in the e-commerce space.
• Practice Research Scenarios: Think about common UX challenges in e-commerce (e.g., checkout optimization, search functionality, personalization, delivery experience) and how you would approach researching them.
• Prepare to Articulate Your Process: Be ready to explain your thought process for planning and executing research, even for hypothetical scenarios.

📝 Enhancement Note: The portfolio presentation is a critical component. Candidates should prepare thoroughly to articulate their process, insights, and impact with clear, data-backed evidence. Understanding Coupang's business model will be crucial for tailoring responses.

🛠 Tools & Technology Stack

Primary Tools:

• User Research Platforms: Proficiency with tools for user interviews, usability testing (e.g., UserTesting.com, Lookback, Maze), and survey creation (e.g., SurveyMonkey, Qualtrics, Google Forms).
• Analytics & Reporting Tools: Experience with data analysis tools (e.g., Excel, R, Python for data analysis) and reporting software.
• Collaboration & Documentation: Familiarity with tools like Confluence, Jira, Miro, Figma for documentation, collaboration, and design handoffs.

Analytics & Reporting:

• Web & Mobile Analytics: Experience with tools like Google Analytics, Amplitude, Mixpanel for understanding user behavior on digital platforms.
• Data Visualization: Ability to use tools like Tableau, Looker Studio (formerly Google Data Studio) to create dashboards and communicate data effectively.

CRM & Automation:

• While not a primary focus for this role, awareness of CRM systems (e.g., Salesforce) and marketing automation platforms can be beneficial for understanding the broader customer journey and data flow.

📝 Enhancement Note: While no specific tools are listed, general proficiency with common UX research, analytics, and collaboration platforms is expected. The ability to leverage data for insights is paramount.

👥 Team Culture & Values

Operations Values:

• Customer Obsession: A deep commitment to understanding and serving customer needs, making them the central focus of all work.
• Data-Driven Innovation: Utilizing data and research insights to drive continuous improvement and develop innovative solutions.
• Ownership & Accountability: Taking initiative, driving projects forward, and being accountable for outcomes.
• Collaboration & Transparency: Working effectively across teams, sharing knowledge, and maintaining open communication.
• Speed & Agility: Operating with a sense of urgency and adaptability, akin to a startup environment, to deliver results quickly.

Collaboration Style:

• Cross-functional Partnership: Expect to work closely and collaboratively with Product Managers, UX Designers, Engineers, and other stakeholders, acting as a key partner in the product development lifecycle.
• Feedback-Oriented: A culture that encourages constructive feedback to foster continuous improvement in research methods and product design.
• Knowledge Sharing: Active participation in sharing research findings, best practices, and insights within the UX team and across the broader organization.

📝 Enhancement Note: Coupang's values emphasize a strong customer focus, data-driven decision-making, and a fast-paced, collaborative work environment, requiring researchers to be proactive and results-oriented.

⚡ Challenges & Growth Opportunities

Challenges:

• Scaling Research Operations: As Coupang grows, ensuring research processes can scale efficiently to meet the demands of a rapidly expanding user base and product portfolio.
• Balancing Qualitative Depth with Quantitative Breadth: Effectively integrating deep qualitative insights with broader quantitative data to provide a holistic understanding of user behavior.
• Driving Action from Insights: Ensuring that research findings are not just reported but actively translated into actionable product improvements and strategic decisions across various teams.
• Navigating a Fast-Paced Environment: Adapting to the rapid iteration cycles and evolving priorities common in a high-growth tech company.

Learning & Development Opportunities:

• Advanced Methodologies: Opportunity to explore and implement cutting-edge research techniques and tools.
• E-commerce Domain Expertise: Deepening understanding of the e-commerce landscape, consumer psychology in online retail, and competitive strategies.
• Leadership and Mentorship: Potential to mentor junior researchers and contribute to the growth of the UX research practice within Coupang.
• Cross-functional Exposure: Gaining broad experience across different product areas and business functions within a large, complex organization.

📝 Enhancement Note: This role offers significant opportunities for growth by tackling complex challenges in a dynamic e-commerce environment, allowing for professional development in both UX research expertise and broader strategic influence.

💡 Interview Preparation

Strategy Questions:

• "Describe a time you had to influence a product roadmap or key business strategy using research insights. What was your process, and what was the outcome?"
• "How do you prioritize research efforts when faced with competing business needs and limited resources?"
• "Walk me through a complex research project where you had to dive deep to uncover the root cause of a user problem. What methodologies did you use, and how did you validate your findings?"

Company & Culture Questions:

• "What excites you about Coupang's mission and its position in the e-commerce market?"
• "How do you contribute to fostering a customer-centric culture within product teams?"
• "Describe your ideal collaboration style with product managers and designers."

Portfolio Presentation Strategy:

• Tell a Story: Frame your case studies as narratives with a clear beginning (problem), middle (process/discovery), and end (solution/impact).
• Focus on Your Contribution: Clearly articulate your specific role and contributions within team projects.
• Be Data-Driven: Use metrics and data to support your findings and demonstrate the impact of your work.
• Anticipate Questions: Prepare for questions about your methodology choices, how you handled conflicting data, and how you communicated your insights to different stakeholders.

📝 Enhancement Note: Interview preparation should focus on demonstrating strategic thinking, strong research methodology, effective communication, and a clear understanding of how research drives business impact, particularly within the e-commerce context.

📌 Application Steps

To apply for this Staff CX Researcher position:

• Submit your application through Coupang's careers portal.
• Portfolio Customization: Ensure your resume and portfolio prominently highlight your experience in e-commerce, complex problem-solving, and driving strategic impact through research. Tailor your case studies to showcase experience relevant to Coupang's business.
• Resume Optimization: Clearly list your years of experience, specific research methodologies used, and quantifiable achievements. Use keywords from the job description such as "CX Research," "UX Research," "Data Analysis," "Strategic Planning," and "Cross-functional Collaboration."
• Interview Preparation: Practice presenting your portfolio with a focus on storytelling, impact, and your role in each project. Prepare answers to common UX research and behavioral interview questions, focusing on demonstrating your senior-level capabilities.
• Company Research: thoroughly research Coupang's products, services, recent news, and company culture. Understand their customer base and business model to better tailor your responses and demonstrate genuine interest.

⚠️ 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.