UX Researcher - Customer Experience Testing

📍 Job Overview

Job Title: UX Researcher - Customer Experience Testing

Company: Allianz Insurance

Location: Bucharest, Romania

Job Type: Full-Time

Category: User Experience (UX) / Customer Experience (CX) Research & Operations

Date Posted: September 30, 2025

Experience Level: 5-10 Years

Remote Status: On-site

🚀 Role Summary

• Lead the strategic integration of User Experience (UX) and Customer Experience (CX) Testing as a Service within the Allianz Services Business Analytics and Technology (BAT) portfolio, driving a customer-centric approach to product and service development.

• Design and execute comprehensive real-user experience testing campaigns and surveys, partnering with external UX test companies to gather critical insights on usability, accessibility, and overall customer satisfaction.

• Translate complex research findings from usability studies, user interviews, and survey analysis into clear, actionable recommendations for product and service teams, directly influencing strategic decision-making and iterative improvements.

• Develop and maintain a structured UX Testing as a Service playbook for the BAT framework, defining standardized methodologies, key performance indicators (KPIs), and reporting formats to ensure consistent and impactful CX measurement.

• Foster strong stakeholder engagement by collaborating across Allianz Operating Entities (OEs), product owners, and delivery teams, ensuring UX insights are embedded into test design and acceptance criteria to deliver superior client experiences.

📝 Enhancement Note: This role sits at the intersection of UX/CX research and operationalizing those insights within a large enterprise (Allianz). The emphasis on "Testing as a Service" and a "playbook" suggests a need for someone who can not only conduct research but also build repeatable processes and frameworks that can be leveraged by multiple teams. The mention of "BAT framework" indicates a specific internal structure to integrate with, requiring an understanding of how UX/CX fits into broader testing and analytics initiatives.

📈 Primary Responsibilities

• Lead Customer Experience Testing: Spearhead the design, execution, and analysis of comprehensive UX and CX testing initiatives, including moderated and unmoderated usability studies, real-user experience testing campaigns, and diverse survey deployments.

• Partner with External Providers: Effectively manage relationships and collaborate with external UX test companies to ensure the successful execution of testing campaigns, maximizing the value of third-party expertise.

• Integrate UX/CX into BAT Framework: Seamlessly incorporate user research and CX insights into the existing Allianz Services BAT framework, complementing and enhancing functional and automation testing efforts with a user-centric perspective.

• Conduct In-depth Research & Analysis: Perform rigorous qualitative and quantitative research, including user interviews and survey analysis, to pinpoint critical customer pain points, identify usability barriers, and uncover opportunities for service enhancement.

• Develop Service Playbook: Create, document, and maintain a detailed UX Testing as a Service playbook, outlining methodologies, metrics, reporting standards, and best practices for consistent and scalable CX testing across Allianz.

• Drive Actionable Recommendations: Translate complex research findings and data analysis into clear, concise, and actionable recommendations for product managers, service owners, and delivery teams, prioritizing impact and feasibility.

• Engage Stakeholders: Cultivate strong collaborative relationships with Allianz OEs, product owners, and delivery teams to ensure UX insights are effectively communicated and integrated into product roadmaps, test design, and acceptance criteria.

• Present Findings to Leadership: Articulate research findings, insights, and strategic recommendations compellingly to senior management and OE clients through polished presentations and reports.

• Leverage GenAI and Automation: Explore and implement Generative AI (GenAI) and automation tools to scale, streamline, and enhance the efficiency and effectiveness of UX testing processes.

• Maintain Industry Expertise: Continuously stay abreast of the latest developments in UX/CX research methodologies, accessibility standards (e.g., WCAG, ADA), and emerging customer experience trends to ensure Allianz remains at the forefront of user-centric design.

📝 Enhancement Note: The responsibilities highlight a blend of hands-on research, strategic process development, and cross-functional collaboration. The emphasis on integrating UX/CX into the "BAT framework" and working with "Allianz OEs" implies a need for strong process orientation and the ability to influence without direct authority. The inclusion of GenAI and automation points to a forward-thinking approach to CX testing.

🎓 Skills & Qualifications

Education:

Experience:

• A minimum of 5 years of progressive experience in UX research, usability testing, or customer experience analysis within complex organizational structures.

• Demonstrated success in integrating UX/CX insights into product or service delivery lifecycles, evidenced by tangible improvements in user satisfaction or product performance.

Required Skills:

• UX Research Methodology: Strong command of a wide range of qualitative and quantitative UX research methods, including usability studies, user interviews, contextual inquiries, surveys, and card sorting.

• Usability Testing Expertise: Proven ability to design, conduct, and analyze both moderated and unmoderated usability tests to identify user pain points and validate design solutions.

• Customer Experience Analysis: Deep understanding of customer journey mapping, persona development, and the ability to translate user needs and behaviors into actionable insights for service improvement.

• Data Analysis & Synthesis: Proficiency in analyzing qualitative and quantitative data, synthesizing findings, and translating them into clear, compelling recommendations.

• Stakeholder Management: Excellent interpersonal and communication skills with a proven ability to effectively engage, influence, and manage expectations of diverse stakeholders, including product owners, delivery teams, and senior leadership.

• Accessibility Standards: Familiarity with accessibility standards such as Web Content Accessibility Guidelines (WCAG) and Americans with Disabilities Act (ADA), and the ability to incorporate these into testing protocols.

• Agile Mindset: Experience working within Agile development environments and a demonstrated ability to adapt research methodologies to iterative development cycles.

• Cross-Functional Collaboration: Proven ability to work effectively within cross-functional teams, fostering a collaborative environment and driving alignment towards user-centric goals.

Preferred Skills:

• Crowdtesting & Remote Research Platforms: Experience with crowdtesting platforms (e.g., Testbirds) or other remote user research tools for broader participant recruitment and testing.

• GenAI and Automation Tools: Knowledge of and experience with Generative AI tools and automation technologies as applied to UX testing and research processes.

• Service Design Principles: Understanding of service design principles and how to apply them to enhance the end-to-end customer experience.

• Customer-Centric KPIs: Familiarity with defining and tracking customer-centric Key Performance Indicators (KPIs) to measure the impact of UX/CX initiatives.

📝 Enhancement Note: The qualifications blend core UX research competencies with an operational focus. The emphasis on integrating insights into "product or service delivery" and "enterprise-level testing" points to the need for practical application and understanding of large-scale processes. Familiarity with specific platforms like Testbirds and emerging technologies like GenAI are differentiators.

📊 Process & Systems Portfolio Requirements

Portfolio Essentials:

• Case Studies in Process Improvement: Showcase a minimum of 2-3 detailed case studies demonstrating your ability to identify user pain points through research and implement solutions that led to measurable improvements in usability, satisfaction, or efficiency.

• Methodology Documentation: Include examples of how you have documented research methodologies, test plans, and analysis frameworks, highlighting your ability to create structured and repeatable processes.

• Impact Metrics Presentation: Present clear metrics and data visualization that quantify the impact of your UX/CX research initiatives, such as improvements in task completion rates, reduction in error rates, or increases in customer satisfaction scores (e.g., NPS, CSAT).

• Cross-Functional Collaboration Examples: Provide examples of how you have collaborated with product, engineering, and QA teams, illustrating your ability to translate research findings into actionable requirements and influence development priorities.

Process Documentation:

• Workflow Design & Optimization: Demonstrate experience in designing and optimizing user research workflows from recruitment and planning to execution and reporting, ensuring efficiency and effectiveness.

• Playbook Development: Showcase examples or a clear description of how you would develop a comprehensive "UX Testing as a Service" playbook, including defining scope, methodologies, participant criteria, and reporting templates.

• Metrics & Reporting Standards: Illustrate your approach to defining relevant CX metrics (e.g., System Usability Scale (SUS), Net Promoter Score (NPS), Customer Effort Score (CES)) and establishing standardized reporting formats for various stakeholder levels.

📝 Enhancement Note: For a role focused on "Testing as a Service" and building a "playbook," the portfolio needs to emphasize process, scalability, and demonstrable impact. Candidates should be prepared to showcase not just research findings but also how they structured their work, documented processes, and measured success in a way that could be replicated by others.

💵 Compensation & Benefits

Salary Range:

The estimated salary range for a UX Researcher with 5-10 years of experience in Bucharest, Romania, is typically between €35,000 and €55,000 annually. This range is based on industry benchmarks for specialized UX roles in major European cities, considering the cost of living in Bucharest and the experience level required. Allianz typically offers competitive compensation packages that may include performance-based bonuses and a comprehensive benefits suite.

Benefits:

• Well-being Support: Access to dedicated counseling services, mental health resources, and well-being sessions.

• Flexible Benefits Budget: A personalized monthly budget on the Benefit platform for medical subscriptions, meal tickets, private pension plans, life insurance, and exclusive Allianz Tiriac insurance discounts.

• Time Off & Leave: Birthday off, additional vacation days based on tenure (up to five extra days), paid leave on December 24th and 31st, and flexibility to swap weekend holidays for extra days off.

• Life Event Allowances: Special allowances for significant life events.

• Professional Development: Extensive learning curriculum, international certifications (Agile, Lean Six Sigma, PRINCE2, ITIL, etc.), LinkedIn Learning access, language development opportunities (German, French, English), and a dedicated Leadership Program.

• Recognition & Rewards: Performance-based rewards, team and individual recognition programs, and internal referral bonuses.

Working Hours:

• The standard working hours for this full-time role are approximately 40 hours per week, aligning with typical business operations in Romania (Europe/Bucharest timezone). While the role is on-site, Allianz may offer some flexibility in working arrangements, subject to team and operational needs.

📝 Enhancement Note: The salary estimate is based on general market data for UX Researchers in Bucharest. Actual compensation will depend on the candidate's specific experience, qualifications, and the final negotiation. The extensive list of benefits provided by Allianz is a significant draw and should be highlighted.

🎯 Team & Company Context

🏢 Company Culture

Industry: Insurance, Asset Management, Financial Services, Technology Services. Allianz Group is a global leader in insurance and asset management, with Allianz Services providing specialized support functions across these domains.

Company Size: Large Enterprise (Allianz Group employs over 7,300 employees across Allianz Services globally, with Allianz Technology SE being a significant legal entity). This scale provides opportunities for broad impact and diverse career paths.

Founded: Allianz was founded in 1890. Allianz Services is a more recent entity focused on global shared services and specialized capabilities.

Team Structure:

• Operations Focus: The role sits within Allianz Services' Business Analytics and Technology (BAT) portfolio, indicating a strong operational and technology-driven environment.

• Reporting: Likely reports to a manager or lead within the BAT portfolio, with significant collaboration expected across various Allianz Operating Entities (OEs).

• Cross-functional Collaboration: The role is inherently cross-functional, requiring close partnership with product owners, delivery teams, QA specialists, and potentially business stakeholders across different Allianz business units.

Methodology:

• Data-Driven Insights: A strong emphasis on leveraging data from UX/CX research to inform product and service development, aligning with a data-driven operational approach.

• Process Standardization: The development of a "playbook" suggests a drive towards standardizing and optimizing testing processes for scalability and consistency.

• Continuous Improvement: A culture that values ongoing learning, adaptation, and the implementation of new tools and methodologies (like GenAI) to enhance operational efficiency and effectiveness.

Company Website: https://careers.allianz.com/global/en

📝 Enhancement Note: Allianz is a well-established, global financial services giant. The "Services" and "Technology" arms are crucial for its operational backbone. The culture likely balances corporate structure with a drive for innovation and efficiency, particularly within the BAT portfolio. The emphasis on "compassion, integrity, and expertise" in the company description suggests a professional and ethically grounded work environment.

📈 Career & Growth Analysis

Operations Career Level: This position is for an experienced professional (5-10 years) who is not only a skilled practitioner but also capable of architecting and operationalizing services. It's a mid-to-senior level role that bridges hands-on research with service development and strategic integration.

Reporting Structure: You will likely report to a Lead UX Researcher, a Head of CX, or a Director within the BAT portfolio. You will work closely with Product Owners and Delivery Teams, acting as a key advisor on user experience and customer insights.

Operations Impact: As a UX Researcher focused on Customer Experience Testing, your primary impact will be on enhancing the usability, accessibility, and overall satisfaction of Allianz's digital products and services. This directly influences customer retention, operational efficiency (by reducing support needs), and brand perception. By integrating UX/CX insights into the BAT framework, you will contribute to more customer-centric product development and testing strategies across the organization.

Growth Opportunities:

• Service Development Leadership: Opportunity to lead the expansion and refinement of the "UX Testing as a Service" offering, potentially managing a small team or external vendor relationships more extensively.

• Specialization in CX Strategy: Deepen expertise in CX strategy, incorporating insights from various touchpoints beyond digital interfaces, and contributing to broader customer journey optimization initiatives.

• AI/Automation Integration: Become a subject matter expert in leveraging GenAI and automation for UX research, shaping how these technologies are adopted within Allianz.

• Cross-Functional Leadership: Progress into roles with broader strategic influence across product development, testing, and customer strategy within Allianz Services or other Allianz entities.

• Formal Training & Certification: Utilize the extensive learning and certification opportunities (Agile, Lean Six Sigma, etc.) to build a robust skill set aligned with enterprise operations and project management.

📝 Enhancement Note: The role offers a clear path for growth from a skilled researcher to a service architect and potentially a strategic leader in CX/UX operations. The focus on building a "service" and "playbook" is a strong indicator of leadership potential beyond individual contribution.

🌐 Work Environment

Office Type: On-site role in Bucharest, Romania. This suggests a traditional office environment where in-person collaboration, team meetings, and access to office resources are prioritized.

Office Location(s): Bucharest, Romania. Specific office details would need to be confirmed, but it's likely to be a modern corporate office space designed for collaboration and employee well-being.

Workspace Context:

• Collaborative Hub: Expect an office environment that encourages interaction, brainstorming, and team-based problem-solving, crucial for integrating UX insights across different teams.

• Technology Access: Access to necessary hardware, software, and IT support for conducting research, utilizing analytics tools, and participating in virtual collaboration.

• Team Integration: Opportunities for regular face-to-face interaction with colleagues within the BAT portfolio and with stakeholders from various Allianz OEs, fostering strong working relationships.

Work Schedule:

• The role is full-time, approximately 40 hours per week. While on-site, there may be some flexibility in daily start/end times, subject to team coordination and operational requirements. The focus is on delivering results and ensuring testing processes are managed effectively during core business hours.

📝 Enhancement Note: An on-site role in a major European city like Bucharest implies a professional corporate setting. The emphasis on collaboration is key, suggesting that the office space will be designed to facilitate team interactions, which is vital for a role that bridges research and operational integration.

📄 Application & Portfolio Review Process

Interview Process:

• Initial Screening: A recruiter or hiring manager will review your application and resume for alignment with the core requirements. Be sure to highlight your experience in UX research, CX testing, and process development.

• Technical Interview(s): Expect interviews focused on your UX research methodologies, experience with various testing types (usability, surveys), and your ability to analyze and synthesize findings. You may be asked to walk through specific research projects.

• Portfolio Review: A significant portion of the interview process will likely involve presenting your portfolio. Be prepared to discuss your case studies in detail, focusing on the problem, your approach, the solutions you implemented, and the measurable impact.

• Stakeholder/Team Interview: Interviews with potential colleagues and stakeholders (e.g., product owners, QA leads) to assess your collaboration style, communication skills, and ability to integrate UX insights into their workflows.

• Behavioral & Situational Questions: Questions designed to assess your problem-solving skills, adaptability, experience with GenAI/automation, and how you handle challenges in cross-functional environments.

Portfolio Review Tips:

• Structure Your Case Studies: For each case study, clearly articulate:

  • The Problem: What user pain point or business challenge were you addressing?
  • Your Role & Methodology: Detail your specific contributions and the research methods used.
  • The Process: Explain how you designed and executed the research.
  • The Insights: Summarize the key findings and their implications.
  • The Solution/Impact: Describe the recommendations or design changes made and quantify the positive outcomes (e.g., % improvement in task success, reduction in errors, increased satisfaction).

• Highlight Process Development: Since this role involves building a "playbook" and "service," emphasize any experience you have in standardizing research processes, creating templates, or defining service offerings.

• Quantify Everything: Use data and metrics wherever possible to demonstrate the tangible impact of your work. Focus on metrics relevant to customer experience and operational efficiency.

• Tailor to Allianz: Research Allianz's products and services. If possible, subtly weave in how your experience could benefit their specific context.

• Prepare for "How-To" Questions: Be ready to explain how you would set up a UX testing service or develop a playbook for Allianz.

Challenge Preparation:

• Process Design Challenge: You might be given a scenario and asked to outline the steps for conducting a specific type of UX/CX test or developing a new research process for a hypothetical Allianz product.

• Insight Synthesis Challenge: You may be presented with raw research data (e.g., survey responses, usability test transcripts) and asked to synthesize key findings and formulate actionable recommendations.

• Presentation Skills: Practice presenting complex information clearly and concisely, focusing on storytelling and actionable insights for both technical and non-technical audiences.

📝 Enhancement Note: The emphasis on a portfolio review and potential challenges underscores the practical, results-oriented nature of this role. Candidates should prepare to demonstrate not just knowledge but also the ability to apply it and build operational frameworks.

🛠 Tools & Technology Stack

Primary Tools:

• UX Research Platforms: Experience with tools for conducting moderated/unmoderated usability testing, surveys, and remote research (e.g., UserTesting.com, Optimal Workshop, SurveyMonkey, Qualtrics).

• Crowdtesting Platforms: Familiarity with platforms like Testbirds or similar services for large-scale user testing.

• Analytics Tools: Proficiency in using web analytics tools (e.g., Google Analytics, Adobe Analytics) to understand user behavior and identify areas for research.

• Prototyping & Design Tools: Basic familiarity with design and prototyping tools (e.g., Figma, Sketch, Adobe XD) to understand user flows and design rationale.

Analytics & Reporting:

• Data Analysis Software: Skills in tools for qualitative data analysis (e.g., Dovetail, NVivo) and quantitative data analysis (e.g., Excel, SPSS, R for statistical analysis).

• Visualization Tools: Experience with data visualization tools (e.g., Tableau, Power BI) to create compelling reports and dashboards for stakeholders.

CRM & Automation:

• CRM Familiarity: While not a direct CRM role, understanding how UX/CX insights can feed into CRM strategies or customer journey mapping within a CRM context is beneficial.

• Automation Tools: Experience or a keen interest in leveraging automation tools and potentially GenAI for streamlining research tasks, data analysis, or reporting.

📝 Enhancement Note: The technology stack emphasizes tools for user research, data analysis, and reporting. The mention of GenAI and automation suggests a forward-looking approach, and candidates with experience in these areas will be highly valued.

👥 Team Culture & Values

Operations Values:

• Customer-Centricity: A core value driving all research and testing efforts, ensuring that user needs and satisfaction are paramount in product and service development.

• Integrity & Expertise: Upholding high ethical standards in research practices and demonstrating deep expertise in UX/CX methodologies.

• Collaboration & Teamwork: Fostering an environment where diverse perspectives are valued, and cross-functional teams work together effectively to achieve shared goals.

• Efficiency & Continuous Improvement: A commitment to optimizing processes, leveraging technology (including GenAI), and constantly seeking ways to enhance the effectiveness and scalability of UX/CX testing.

• Data-Driven Decision Making: Relying on empirical evidence from user research to inform strategic choices and validate product decisions.

Collaboration Style:

• Proactive Engagement: Actively reaching out to product owners, delivery teams, and OE clients to understand their needs and integrate UX/CX considerations early in the development lifecycle.

• Insight Sharing: Regularly communicating research findings and recommendations through presentations, reports, and informal discussions, ensuring insights are accessible and understood.

• Feedback Integration: Open to receiving feedback on research methodologies, processes, and findings, and using it to refine approaches and improve collaboration.

• Knowledge Transfer: Willingness to share expertise and best practices, particularly in developing the UX Testing as a Service playbook and supporting other teams.

📝 Enhancement Note: The values align with those of a large, established financial institution, emphasizing professionalism, customer focus, and continuous improvement. The collaborative style is crucial for influencing product development within a large matrixed organization like Allianz.

⚡ Challenges & Growth Opportunities

Challenges:

• Integrating Insights into Large Organizations: Navigating the complexities of a large enterprise like Allianz to ensure UX/CX insights are consistently adopted and acted upon by diverse teams and stakeholders.

• Balancing Research Rigor with Speed: Finding the right balance between conducting thorough, robust research and meeting the often-rapid development cycles of product teams, especially in an Agile context.

• Demonstrating ROI: Clearly articulating and measuring the return on investment for UX/CX initiatives to secure ongoing support and resources.

• Adoption of New Methodologies: Successfully introducing and embedding new research techniques, tools (like GenAI), and processes within established operational frameworks.

• Cross-Cultural Collaboration: Working effectively with various Allianz OEs, which may have different cultures, priorities, and levels of UX maturity.

Learning & Development Opportunities:

• Specialized CX Training: Access to advanced training and certifications in customer experience strategy, design thinking, and service design.

• AI & Automation Skills: Opportunities to develop expertise in applying GenAI and automation tools to UX research, potentially leading to specialized roles in this emerging field.

• Leadership & Management Skills: Development programs focused on stakeholder management, influencing, and potentially team leadership as the "Testing as a Service" offering grows.

• Industry Conferences & Networking: Participation in leading UX/CX conferences and events to stay at the forefront of the field and build a professional network.

• Cross-Functional Exposure: Gaining a deep understanding of various business operations within Allianz through collaboration with different OEs.

📝 Enhancement Note: The challenges are typical for a UX/CX role in a large enterprise, emphasizing the need for strong influencing, communication, and strategic thinking skills. The growth opportunities are significant, particularly in areas of service development, AI integration, and strategic CX leadership.

💡 Interview Preparation

Strategy Questions:

• "How would you approach building a 'UX Testing as a Service' playbook for a company like Allianz, considering its diverse business units?"

• "Describe a time you successfully integrated user research findings into a product development roadmap. What was the impact?"

• "How do you balance the need for rigorous UX research with the demands of fast-paced Agile development cycles?"

• "What are the key metrics you would propose to measure the success of customer experience testing within our BAT framework?"

Company & Culture Questions:

• "What do you know about Allianz and its commitment to customer experience?"

• "How do you see UX research contributing to the broader goals of Allianz Services and the BAT portfolio?"

• "Describe your ideal team environment and how you contribute to a collaborative culture."

Portfolio Presentation Strategy:

• Focus on Impact: For each case study, clearly articulate the business problem, your specific actions, and the quantifiable results. Use numbers and data to demonstrate value.

• Highlight Process & Scalability: Since this role involves building a service, emphasize any experience you have in documenting processes, creating templates, or making research repeatable and scalable.

• Tailor to Allianz: If possible, reference Allianz's products or services and explain how your past work or proposed solutions could apply to their context.

• Prepare for "How-To" Scenarios: Be ready to explain your approach to specific research tasks or process development challenges relevant to the role.

• Be Concise and Engaging: Practice presenting your portfolio within a set time limit, ensuring your narrative is clear, compelling, and highlights your strategic thinking.

📝 Enhancement Note: Interview preparation should focus on demonstrating not only research skills but also operational acumen, strategic thinking, and the ability to drive change within a large organization. Candidates need to showcase experience in building and scaling processes.

📌 Application Steps

To apply for this UX Researcher - Customer Experience Testing position:

• Submit your application through the provided link on the Allianz careers website.

• Tailor your Resume/CV: Highlight your experience in UX research, usability testing, CX analysis, and any experience related to developing research processes, playbooks, or services. Use keywords from the job description (e.g., "UX Research," "Customer Experience Testing," "Usability Studies," "Stakeholder Management," "GenAI," "Agile").

• Curate Your Portfolio: Prepare a concise portfolio that showcases 2-3 detailed case studies demonstrating your research process, key insights, and quantifiable impact. Ensure it includes examples of process documentation or scalable methodologies if possible.

• Prepare for Behavioral Questions: Reflect on examples that demonstrate your problem-solving skills, collaboration, stakeholder management, and adaptability, particularly in complex organizational settings.

• Research Allianz: Familiarize yourself with Allianz's services, mission, and values. Understand their commitment to customer experience and how this role fits into their broader strategy.

⚠️ 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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