UX Researcher

📍 Job Overview

Job Title: UX Researcher

Company: eClerx

Location: London, United Kingdom

Job Type: Full-time (1-year contract, renewable)

Category: User Experience Research & Design

Date Posted: March 31, 2026

Experience Level: Senior (8+ years required)

Remote Status: On-site

🚀 Role Summary

• Lead end-to-end UX research initiatives to uncover deep customer insights and enhance digital experiences, with a strong focus on eCommerce platforms.

• Execute a diverse range of qualitative and quantitative research methodologies, including user interviews, usability testing, and information architecture validation.

• Analyze user behavior patterns and identify pain points/opportunities through data-driven insights derived from analytics and research tools.

• Collaborate extensively with cross-functional teams, including Designers, Product Managers, and Business stakeholders, to translate research findings into actionable design recommendations.

• Develop and maintain scalable research frameworks, best practices, and knowledge repositories to ensure consistency and efficiency in research processes.

📝 Enhancement Note: This role is a Senior UX Researcher position, indicated by the 8+ years of experience requirement and the expectation to lead end-to-end research initiatives. The emphasis on eCommerce, customer journey optimization, and the use of specific analytics tools like Contentsquare suggests a focus on driving tangible business outcomes through user-centric design improvements. The contract nature (1-year renewable) implies a project-based need or a trial period for potential long-term engagement.

📈 Primary Responsibilities

• Strategic Research Planning: Design and scope comprehensive research plans that align with business objectives, product roadmaps, and customer experience goals. This includes defining research questions, selecting appropriate methodologies, and outlining timelines.

• User Interview & Usability Testing Execution: Plan, conduct, and moderate in-depth user interviews, moderated and unmoderated usability testing sessions, and other qualitative research methods to gather rich insights into user needs, motivations, and pain points.

• Information Architecture (IA) Validation: Conduct rigorous testing of information architecture, navigation structures, and content organization using methods like tree testing and card sorting to ensure intuitive and efficient user journeys.

• Qualitative & Quantitative Data Analysis: Synthesize findings from diverse research activities, including interviews, surveys, and behavioral analytics, to identify key themes, patterns, and actionable insights. This involves both thematic analysis of qualitative data and statistical interpretation of quantitative data.

• Actionable Insight Generation: Translate complex research findings into clear, concise, and compelling insights that directly inform design decisions, product strategy, and business priorities, highlighting opportunities for optimization and innovation.

• Analytics & Experience Measurement: Utilize and interpret data from analytics platforms (e.g., Google Analytics) and specialized UX analytics tools (e.g., Contentsquare, Userlytics) to measure user experience performance, track behavioral patterns, identify drop-off points, and pinpoint areas for improvement.

• Cross-Functional Collaboration: Work closely with Product Managers, UX/UI Designers, Engineers, and Business Analysts to ensure a shared understanding of user needs and to integrate research findings seamlessly into the product development lifecycle.

• Stakeholder Communication & Presentation: Prepare and deliver compelling presentations of research findings, insights, and recommendations to various stakeholder groups, including senior leadership, ensuring clear communication and driving buy-in for proposed solutions.

• Research Framework Development: Contribute to building and refining scalable research frameworks, methodologies, and best practices to enhance the overall efficiency, consistency, and impact of UX research within the organization.

• Knowledge Management: Maintain organized research repositories, documentation, and insights libraries to facilitate knowledge sharing and leverage past learnings across teams.

📝 Enhancement Note: The responsibilities emphasize a full-cycle research role, from planning and execution to analysis and stakeholder communication. The inclusion of specific tools like Contentsquare and Userlytics, alongside broader analytics platforms like Google Analytics, highlights the expectation for hands-on technical proficiency. The mention of "customer journey optimization" and "omnichannel retail experiences" (in preferred qualifications) points towards a strategic focus on improving customer lifecycles within a retail or eCommerce context.

🎓 Skills & Qualifications

Education: While no specific degree is mandated, a Bachelor's or Master's degree in Human-Computer Interaction (HCI), Psychology, Sociology, Anthropology, Cognitive Science, Information Science, or a related field is typically expected for such roles. Equivalent practical experience will also be considered.

Experience: A minimum of 8 years of dedicated experience in User Experience (UX) Research, with a significant portion of this experience preferably gained within the eCommerce industry.

Required Skills:

• UX Research Methodologies: Deep expertise in planning and executing a wide array of qualitative and quantitative research methods, including but not limited to:

  • User Interviews (In-depth, semi-structured)
  • Usability Testing (Moderated and unmoderated)
  • Tree Testing and Card Sorting (for Information Architecture validation)
  • Surveys and Questionnaires
  • Persona Development
  • Journey Mapping

• eCommerce Research Expertise: Proven experience conducting research specifically within eCommerce environments, understanding online consumer behavior, conversion funnels, and digital retail challenges.

• Analytics & Research Tool Proficiency: Hands-on experience with key UX research and analytics tools such as:

  • Contentsquare: For behavioral analytics, heatmaps, session replays.
  • Userlytics: For usability testing and remote research.
  • Google Analytics: For website traffic, user behavior, and conversion tracking.
  • Other relevant tools for surveys, data analysis, and participant recruitment.

• Information Architecture (IA) Validation: Strong understanding of IA principles and practical experience in validating IA through methods like tree testing.

• Stakeholder Communication & Storytelling: Excellent verbal and written communication skills, with a proven ability to articulate complex research findings, insights, and design recommendations clearly and persuasively to diverse audiences, including non-technical stakeholders.

• Problem-Solving & Critical Thinking: Ability to identify user pain points, analyze complex data sets, and propose innovative, data-backed solutions to improve user experience and business outcomes.

• Project Management: Ability to manage multiple research projects simultaneously, prioritize tasks, and meet deadlines in a fast-paced environment.

Preferred Skills:

• Customer Journey Optimization: Experience in mapping, analyzing, and optimizing end-to-end customer journeys, particularly within digital and omnichannel retail contexts.

• Omnichannel Retail Experience: Familiarity with the nuances of customer experiences across various touchpoints in omnichannel retail environments (online, mobile, in-store).

• Experimentation & A/B Testing: Exposure to or experience with experimental design, A/B testing, and multivariate testing methodologies to validate design hypotheses and measure the impact of changes.

• Data Visualization: Ability to create clear and impactful data visualizations to communicate research findings effectively.

• Agile/Scrum Methodologies: Experience working within Agile development frameworks.

📝 Enhancement Note: The "8+ years" requirement firmly places this role at a senior level, implying a need for strategic thinking, leadership in research initiatives, and the ability to mentor junior researchers if the team structure allows. The emphasis on eCommerce and specific tools suggests that candidates with direct experience in these areas will have a significant advantage. The preferred qualifications hint at a desire for a candidate who can contribute to broader customer experience strategy, not just isolated research projects.

📊 Process & Systems Portfolio Requirements

Portfolio Essentials:

• Demonstrated Research Impact: Showcase at least 3-5 comprehensive case studies detailing end-to-end UX research projects. Each case study should clearly articulate the problem statement, research objectives, methodologies employed, your specific role and contributions, key findings, and the tangible impact of your research on product design, user experience, or business metrics.

• Methodology Showcase: Illustrate a breadth of research methodologies used, including qualitative (interviews, usability tests) and quantitative (surveys, analytics interpretation). Highlight how you selected the most appropriate methods for different research questions.

• Data Analysis & Insights: Provide examples of how you analyzed complex qualitative and quantitative data, synthesized findings, and translated them into actionable insights. Visualizations of data and insight summaries are highly encouraged.

• Tool Integration: If possible, demonstrate how you've integrated findings from various tools (e.g., combining user interview insights with Contentsquare behavioral data) to create a holistic understanding of user behavior.

• Stakeholder Communication Samples: Include examples of how you presented research findings and recommendations to stakeholders (e.g., slides, executive summaries), showcasing your ability to communicate complex information clearly and persuasively.

Process Documentation:

• Research Process Flow: Detail your typical process for planning, executing, and synthesizing user research, from defining objectives to delivering final reports and recommendations.

• Methodology Selection Rationale: Explain your thought process behind choosing specific research methods for different project types or business goals.

• Insight Delivery Mechanisms: Describe how you document and share insights to ensure they are actionable and integrated into product development workflows.

📝 Enhancement Note: Given the seniority and focus on eCommerce, a portfolio that demonstrates not just research execution but also strategic impact and the ability to influence product decisions is crucial. The emphasis on specific tools and customer journey optimization suggests that case studies showcasing these aspects would be highly valued. The "1-year contract, renewable" nature might mean the portfolio is a key factor in assessing suitability for a longer-term role.

💵 Compensation & Benefits

Salary Range: For a Senior UX Researcher in London with 8+ years of experience, particularly in a specialized field like eCommerce and with a contract duration, the expected salary range is approximately £65,000 to £90,000 per annum. This estimate is based on industry benchmarks for senior UX roles in London, considering the specified experience level and the contract nature of the role, which may sometimes command a slightly higher rate than permanent positions due to its fixed term.

Benefits: As this is a 1-year renewable contract position, benefits may differ from permanent roles. However, typical benefits for contract roles at reputable organizations often include:

• Competitive Contract Rate: A strong hourly or daily rate equivalent to the annual salary range.

• Pension Contributions: Eligibility for auto-enrolment pension schemes.

• Holiday Pay: Accrued holiday entitlement.

• Access to Company Resources: Potential access to internal training, learning platforms, and relevant software tools.

• Potential for Extension/Conversion: The renewable contract offers the possibility of extended employment or even conversion to a permanent role based on performance and business needs.

• Professional Development: Opportunities to work on high-profile projects and gain experience with advanced analytics tools.

Working Hours: The standard working hours for this full-time, on-site role are expected to be 40 hours per week. While core business hours will apply, there may be some flexibility depending on project needs and team collaboration requirements, but a consistent on-site presence is anticipated.

📝 Enhancement Note: The salary estimate is based on typical London market rates for senior UX roles with specialized experience. Contract roles can sometimes have a higher base rate but may offer fewer comprehensive benefits than permanent positions. The "1-year contract, renewable" status is key to understanding the benefit structure. The 40-hour work week is standard, but the on-site requirement means adherence to office hours is expected.

🎯 Team & Company Context

🏢 Company Culture

Industry: eClerx operates primarily within the Business Process Management (BPM), Automation, and Analytics services sector, serving a wide array of Fortune 2000 enterprises across industries such as Financial Services, Communications, Retail, Fashion, Media & Entertainment, Manufacturing, Travel & Leisure, and Technology. This diverse client base means the UX Researcher will likely engage with a variety of business challenges.

Company Size: eClerx employs over 19,000 people globally, placing it in the large enterprise category. This size suggests established processes, potentially a structured approach to operations, and opportunities for significant cross-functional interaction.

Founded: Incorporated in 2000, eClerx has over two decades of experience in delivering business process solutions, indicating a mature and stable organization with a proven track record.

Team Structure:

• Operations Focus: The UX Researcher will be part of the Technology department, likely within a broader digital transformation, product development, or client solutions team. The team structure will likely involve close collaboration with Product Managers, UX/UI Designers, and Business Analysts.

• Reporting: The role will report to a UX Lead, Research Manager, or Head of Product/Design within a specific business unit or client engagement.

• Cross-Functional Collaboration: A significant aspect of the role will involve working cross-functionally with client-facing teams, business stakeholders, and technology departments to ensure user insights are integrated effectively into client solutions and internal product development.

Methodology:

• Data-Driven Approach: eClerx emphasizes leveraging technology, domain expertise, and data analytics to drive business results. This suggests that research findings will be expected to be data-backed and focused on measurable outcomes.

• Process Optimization: As a BPM provider, a core focus is on optimizing business processes. The UX Researcher's work will directly contribute to optimizing digital customer experiences, aligning with the company's core mission.

• Client-Centric Solutions: Given eClerx's service model, the research will likely be oriented towards solving specific client challenges or improving client-facing digital products and services.

Company Website: www.eclerx.com

📝 Enhancement Note: The company's large size and focus on BPM/Analytics suggest a structured environment where process and data are highly valued. The UX Researcher's role will be critical in bridging user needs with business objectives for eClerx's diverse client base, likely requiring adaptability and strong communication skills to navigate different client contexts. The contract nature implies a focus on delivering specific project outcomes.

📈 Career & Growth Analysis

Operations Career Level: This role is positioned at a "Senior" level, demanding a high degree of autonomy, strategic input, and the ability to lead complex research initiatives independently. Senior researchers are expected to not only execute research but also to shape research strategy, mentor others, and contribute to the advancement of UX practices within the organization. They are key advisors in product and business strategy.

Reporting Structure: The Senior UX Researcher will typically report to a Research Manager, Head of UX, or a Director of Product/Design. They will work closely with Product Managers, UX Designers, and Business Analysts, often acting as the subject matter expert for user insights.

Operations Impact: The UX Researcher's impact is directly tied to improving user experience, which translates into higher customer satisfaction, increased conversion rates, reduced churn, and more efficient user journeys. For eClerx, this role is crucial for delivering impactful digital solutions to their clients, enhancing client satisfaction and retention, and demonstrating the value of user-centric design in business process optimization.

Growth Opportunities:

• Specialization: Opportunity to deepen expertise in eCommerce UX research, customer journey optimization, or advanced analytics tools.

• Leadership: Potential to lead larger research projects, mentor junior researchers, or contribute to establishing research best practices within eClerx or for specific client engagements.

• Cross-Functional Exposure: Gain exposure to diverse industries and business models through eClerx's client portfolio, broadening strategic understanding.

• Contract Extension/Conversion: Successful performance in this 1-year contract role could lead to contract extension or conversion to a permanent position, offering long-term career stability and further growth opportunities within eClerx.

• Skill Development: Continuous learning through hands-on application of advanced tools like Contentsquare and involvement in client-facing strategic discussions.

📝 Enhancement Note: The growth path for a Senior UX Researcher typically involves increasing strategic influence, leadership in research operations, and potentially moving into management or specialized expert roles. For a contract position, the immediate growth is often tied to the project's success and the ability to demonstrate significant impact, which can pave the way for future opportunities.

🌐 Work Environment

Office Type: This is an on-site role, meaning the UX Researcher will be expected to work from a physical eClerx office location in London. This facilitates in-person collaboration, team meetings, and a more integrated work environment.

Office Location(s): London, UK. Specific office address details would be provided upon advancement in the application process.

Workspace Context:

• Collaborative Environment: The on-site setting promotes direct collaboration with colleagues, including designers, product managers, and other team members, fostering a dynamic exchange of ideas and feedback.

• Tools & Technology: Access to necessary hardware, software, and potentially specialized UX research and analytics tools as required for the role. This includes company-provided laptops, software licenses, and potentially access to shared research equipment.

• Team Interaction: Regular opportunities for informal and formal interactions with the immediate project team and broader eClerx colleagues, supporting a cohesive work culture.

Work Schedule: The role is full-time, with standard business hours likely aligned with UK time zones. While the contract is for 1 year, the daily schedule will be structured to facilitate team collaboration and project deliverables, with potential for some flexibility based on project demands and company policies.

📝 Enhancement Note: The on-site requirement in London is a key factor for candidates. This environment is designed to maximize collaboration and integration, which is beneficial for UX roles that thrive on team synergy and direct communication.

📄 Application & Portfolio Review Process

Interview Process:

• Initial Screening: A recruiter or HR representative will conduct an initial call to assess basic qualifications, experience, and cultural fit.

• Hiring Manager Interview: A discussion with the hiring manager (likely a UX Lead or Head of Department) to delve deeper into experience, research philosophy, and suitability for the specific role and team.

• Portfolio Presentation & Technical Interview: Candidates will be asked to present their portfolio, showcasing key case studies and discussing their research process, methodologies, and impact. This stage often includes technical questions related to UX research principles, tools, and problem-solving scenarios.

• Team/Stakeholder Interviews: Interviews with potential team members (e.g., Product Managers, Designers) and key stakeholders to assess collaboration skills, communication effectiveness, and alignment with business objectives.

• Final Round: Potentially a final interview with a senior leader to discuss strategic fit and long-term potential.

Portfolio Review Tips:

• Curate for Impact: Select 3-5 of your strongest, most relevant case studies that highlight your end-to-end research process, strategic thinking, and measurable impact, particularly in eCommerce if possible.

• Tell a Story: For each case study, clearly articulate the problem, your approach, your specific contributions, the challenges faced, the insights gained, and the resulting outcomes or recommendations. Quantify impact wherever possible (e.g., "led to a 15% increase in conversion rate").

• Highlight Methodology: Be prepared to explain why you chose specific research methods and how they addressed the research questions.

• Showcase Tools: Demonstrate your proficiency with relevant tools like Contentsquare, Userlytics, and Google Analytics, explaining how they supported your research and analysis.

• Focus on Actionability: Emphasize how your insights translated into concrete design or product improvements.

• Practice Presentation: Rehearse your portfolio presentation to ensure a clear, concise, and engaging delivery within the allotted time.

Challenge Preparation:

• Scenario-Based Questions: Be prepared for hypothetical scenarios asking how you would approach a specific research problem for an eCommerce platform, or how you would handle conflicting stakeholder feedback.

• Methodology Deep Dive: Expect questions about your experience with specific research techniques, their pros and cons, and when to apply them.

• Data Interpretation: You might be asked to interpret mock data or analytics reports and derive insights.

• eCommerce Context: Brush up on current trends and challenges in eCommerce UX.

📝 Enhancement Note: The portfolio presentation is likely a critical component of this interview process, especially given the emphasis on practical experience and impact. Candidates should be ready to discuss their contributions in detail and demonstrate how their research drives business value.

🛠 Tools & Technology Stack

Primary Tools:

• UX Research Platforms:

  • Userlytics: For conducting remote, moderated, and unmoderated usability testing, user interviews, and surveys.
  • Other Usability Testing Tools: Candidates may have experience with tools like UserTesting.com, Lookback, or Maze.

• Analytics & Behavioral Tools:

  • Contentsquare: A key tool mentioned, used for analyzing user behavior on websites through heatmaps, session replays, and advanced analytics to identify friction points and optimization opportunities.
  • Google Analytics: Essential for understanding website traffic, user demographics, navigation paths, conversion rates, and other key performance indicators.

• Survey & Feedback Tools:

  • Qualtrics, SurveyMonkey, Typeform: For designing and distributing user surveys, feedback forms, and NPS surveys.

• Information Architecture Tools:

  • Tree Testing Tools (e.g., Treejack): For validating navigation structures and IA.
  • Card Sorting Tools (e.g., OptimalSort): For understanding user mental models of content organization.

Collaboration & Documentation Tools:

• Confluence, Notion, or similar: For documenting research plans, findings, and insights.

• Jira, Asana, or similar: For tracking research tasks and integrating with product development workflows.

• Google Workspace / Microsoft Office Suite: For general productivity, document creation, and presentations.

CRM & Automation: While not primary research tools, familiarity with how CRM data (e.g., Salesforce) and marketing automation platforms can inform or be informed by UX research would be beneficial.

📝 Enhancement Note: The explicit mention of Contentsquare, Userlytics, and Google Analytics indicates a strong preference for candidates with hands-on experience in these specific platforms. This is a critical differentiator for applicants.

👥 Team Culture & Values

Operations Values:

• Data-Driven Decision Making: A strong emphasis on using data and research insights to guide product development and business strategies, ensuring that decisions are evidence-based rather than based on assumptions.

• Customer Centricity: A core value of placing the user at the center of all design and development efforts, aiming to create intuitive, efficient, and satisfying digital experiences.

• Collaboration & Teamwork: Fostering an environment where cross-functional teams work together seamlessly, sharing knowledge and supporting each other to achieve common goals.

• Continuous Improvement & Learning: Encouraging a culture of ongoing learning, experimentation, and refinement of processes and products based on feedback and evolving user needs.

• Efficiency & Impact: A drive to deliver solutions that not only meet user needs but also positively impact business objectives, optimizing processes and delivering tangible results.

Collaboration Style:

• Integrated UX: The UX Researcher will be integrated into product teams, working alongside designers, product managers, and engineers throughout the product lifecycle.

• Proactive Communication: An expectation for proactive communication with stakeholders to manage expectations, share updates, and gather input.

• Insight Sharing: A culture of open sharing of research findings and insights to ensure that user understanding is widely disseminated and acted upon.

• Feedback-Oriented: An environment where constructive feedback is welcomed and utilized for continuous improvement of both products and processes.

📝 Enhancement Note: The values suggest a professional, results-oriented environment that prioritizes user needs and data. The collaborative style implies that being a team player and an effective communicator will be key to success.

⚡ Challenges & Growth Opportunities

Challenges:

• Translating Insights to Action: The ongoing challenge of ensuring that research findings are not just delivered but are effectively understood and acted upon by product and business teams, especially in a large, diverse organization with multiple client engagements.

• Balancing Research Rigor with Project Speed: The need to conduct thorough, high-quality research while adhering to tight project timelines typical in eCommerce and client service environments.

• Navigating Diverse Stakeholder Needs: Managing expectations and synthesizing feedback from various stakeholders, each with potentially different priorities and perspectives.

• Measuring Long-Term Impact: Demonstrating the long-term ROI of UX research initiatives beyond immediate project deliverables.

• Keeping Pace with Technology: Continuously learning and adapting to new research tools, methodologies, and the evolving landscape of digital user behavior.

Learning & Development Opportunities:

• Advanced Tool Mastery: Deepening expertise in specialized tools like Contentsquare and exploring new analytics platforms.

• Strategic UX Leadership: Developing skills in shaping research strategy, influencing product roadmaps, and mentoring junior researchers.

• Industry Exposure: Gaining broad experience across different industries and client types through eClerx's portfolio.

• Client Engagement Skills: Enhancing abilities in client communication, presentation, and consultative problem-solving.

• Cross-functional Acumen: Broadening understanding of product management, engineering, and business operations to better integrate UX insights.

📝 Enhancement Note: The challenges are typical for senior roles in fast-paced, client-facing environments. The growth opportunities are significant, particularly in developing strategic influence and gaining exposure to a wide array of business problems.

💡 Interview Preparation

Strategy Questions:

• "Describe a time you used Contentsquare data to identify a significant UX issue and how you proposed a solution."

• "How would you approach researching a complex user journey for an eCommerce checkout process that has a high drop-off rate?"

• "Imagine a scenario where product and design teams have conflicting ideas about a new feature. How would you use UX research to inform the decision?"

Company & Culture Questions:

• "What do you know about eClerx and our focus on business process management and analytics?"

• "How do you see UX research contributing to the success of a service provider like eClerx, which works with multiple clients?"

• "Describe your ideal team environment and how you collaborate with Product Managers and Designers."

Portfolio Presentation Strategy:

• Structure for Clarity: Organize your presentation logically: Introduction (Problem/Goal) -> Methodology -> Process -> Findings/Insights -> Recommendations -> Impact/Outcome.

• Quantify Everything Possible: Use metrics to demonstrate the significance of the problem and the impact of your solutions.

• Focus on "You": Clearly articulate your specific role and contributions within team projects.

• Be Prepared for Deep Dives: Anticipate detailed questions about your methodology, analysis, and decision-making process.

• Engage the Audience: Make it a conversation, not just a monologue. Be enthusiastic and passionate about your work.

📝 Enhancement Note: Questions will likely probe your ability to apply research methodologies to real-world eCommerce problems and demonstrate tangible business impact. Be ready to speak confidently about your experience with specific tools and your strategic thinking.

📌 Application Steps

To apply for this UX Researcher position:

• Click the "Apply Now" button on the eClerx career site to submit your application.

• Resume Optimization: Ensure your resume highlights your 8+ years of UX research experience, specifically mentioning any eCommerce projects, your proficiency with tools like Contentsquare and Userlytics, and your success in translating research into actionable insights. Tailor keywords to match the job description.

• Portfolio Preparation: Assemble a strong portfolio showcasing 3-5 relevant case studies that demonstrate your end-to-end research process, analytical skills, and impact on user experience and business outcomes. Be ready to present this confidently.

• Interview Preparation: Thoroughly research eClerx, its services, and its clients. Prepare detailed answers to common UX research questions, behavioral questions, and scenario-based challenges, particularly those related to eCommerce. Practice your portfolio presentation.

• Company Research: Understand eClerx's business model (BPM, automation, analytics) and how UX research contributes to their client solutions. Familiarize yourself with their values and company culture.

⚠️ 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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