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) Research / Customer Experience (CX) Operations Date Posted: September 30, 2025 Experience Level: 5-10 Years

🚀 Role Summary

• Lead the strategic integration of User Experience (UX) and Customer Experience (CX) testing as a service within the Allianz Services Business Analytics & Technology (BAT) portfolio, driving a customer-centric approach to product and service development.
• Partner with external UX testing companies to design, execute, and analyze real-user experience testing campaigns and surveys, translating raw data into actionable insights for enhancement.
• Develop and maintain a comprehensive UX Testing as a Service playbook, defining clear methodologies, key performance indicators (KPIs), and reporting formats to standardize customer experience evaluation.
• Collaborate closely with Allianz Operating Entities (OEs), product owners, and delivery teams to ensure UX/CX insights directly inform test design, acceptance criteria, and overall product strategy, fostering a culture of continuous improvement.
• Leverage emerging technologies, including Generative AI (GenAI) and automation tools, to scale and streamline UX testing processes, increasing efficiency and impact across the organization.

📝 Enhancement Note: This role is positioned within a Business Analytics & Technology (BAT) framework, suggesting a strong emphasis on integrating UX/CX insights directly into the technical and analytical processes of product development and testing, rather than solely in a design or product management capacity. The "as a Service" model implies a need for robust process definition, documentation, and scalable delivery.

📈 Primary Responsibilities

• Customer Experience Leadership: Spearhead the end-to-end customer experience testing initiatives, ensuring alignment with business objectives and customer satisfaction goals.
• External Partner Management: Cultivate and manage relationships with external UX test companies, overseeing the design and execution of user experience testing campaigns and comprehensive surveys.
• Insight Integration: Seamlessly integrate UX/CX findings into the existing BAT framework, complementing functional and automation testing efforts with a user-centric perspective.
• Usability Study Design & Execution: Design, plan, and conduct a variety of usability studies, including moderated and unmoderated sessions, to rigorously validate product and service experiences.
• Feedback Collection: Strategize, set up, and deploy surveys, focus groups, and remote testing methodologies to gather rich quantitative and qualitative feedback from target user groups.
• Research & Analysis: Conduct in-depth usability studies, user interviews, and survey analyses to pinpoint critical customer pain points and identify concrete opportunities for improvement.
• Actionable Recommendation Development: Translate complex research findings into clear, concise, and actionable recommendations tailored for product and service delivery teams.
• Service Playbook Development: Create, document, and maintain a structured UX Testing as a Service playbook for the BAT portfolio, serving as a central resource for methodologies, best practices, and standards.
• Metrics & Reporting Definition: Define, track, and report on key methodologies, metrics, and performance indicators for customer experience testing, ensuring consistent and valuable output.
• Cross-Functional Collaboration: Actively collaborate with Allianz OEs, product owners, and delivery teams to ensure UX insights are embedded into test design, acceptance criteria, and overall product development lifecycle.
• Stakeholder Communication: Articulate and present research findings, insights, and strategic recommendations effectively to senior management, stakeholders, and OE clients.
• Continuous Improvement & Innovation: Explore and leverage GenAI and automation tools to enhance the scalability, efficiency, and impact of UX testing processes.
• Industry Trend Monitoring: Stay abreast of the latest UX/CX research methodologies, accessibility standards (e.g., WCAG, ADA), and emerging customer experience trends to ensure best-in-class practices.

📝 Enhancement Note: The responsibilities highlight a dual focus on direct research execution and strategic service development. The emphasis on "BAT framework" and "as a Service" indicates a need for strong process orientation, documentation skills, and the ability to operate within a structured, enterprise-level technology and analytics environment.

🎓 Skills & Qualifications

Education:

• Bachelor’s or Master’s degree in Psychology, Design, Computer Science, Humanities, or a closely related field. A strong academic foundation in human-computer interaction, research methodologies, or behavioral sciences is highly valued for understanding user motivations and cognitive processes.

Experience:

• Minimum of 5 years of progressive experience in UX research, usability testing, or comprehensive customer experience analysis within a professional setting.
• Demonstrated success in integrating UX/CX insights into product or service delivery lifecycles, influencing design and development decisions.
• Prior exposure to enterprise-level testing, Quality Assurance (QA) projects, or large-scale technology implementations is considered a significant advantage, showcasing an understanding of complex organizational dynamics.

Required Skills:

• UX Research Methodologies: Proficient in a wide array of qualitative and quantitative UX research methods, including usability testing (moderated/unmoderated), user interviews, contextual inquiry, surveys, and diary studies.
• Usability Testing Expertise: Proven ability to design, plan, execute, and analyze usability tests, identifying key usability issues and providing actionable recommendations for improvement.
• Customer Experience Analysis: Skilled in analyzing customer feedback, journey maps, and service interactions to identify pain points and opportunities for enhancing overall customer satisfaction and loyalty.
• Research Synthesis & Reporting: Ability to synthesize complex research data into clear, compelling, and actionable insights, effectively communicating findings to diverse audiences through reports, presentations, and workshops.
• Stakeholder Management: Excellent interpersonal and communication skills to effectively engage with and manage expectations of product owners, delivery teams, senior stakeholders, and external partners.
• Accessibility Standards: Solid understanding of accessibility standards such as Web Content Accessibility Guidelines (WCAG) and Americans with Disabilities Act (ADA), ensuring inclusive design practices.
• Customer-Centric KPIs: Familiarity with defining and tracking customer-centric Key Performance Indicators (KPIs) to measure the success and impact of UX/CX initiatives.
• Agile Mindset: Experience working within Agile or Scrum frameworks, demonstrating adaptability, flexibility, and a collaborative approach to iterative development.

Preferred Skills:

• GenAI & Automation Tools: Knowledge and practical experience with Generative AI (GenAI) tools and automation solutions relevant to UX research and testing, enabling more efficient and scalable processes.
• Crowdtesting/Remote Research Platforms: Experience utilizing crowdtesting platforms or remote user research tools (e.g., Testbirds, UserTesting.com) to gather diverse user feedback.
• Design Thinking & Journey Mapping: Proficiency in design thinking principles and the creation of user journeys, personas, and usability scenarios to visualize and understand user experiences.
• Data Analysis Tools: Familiarity with data analysis tools and statistical software for interpreting quantitative research data.
• Enterprise Software/Insurance Domain: Previous experience working within the insurance industry or with enterprise-level software solutions, providing context for the Allianz environment.

📝 Enhancement Note: The requirements emphasize a blend of deep UX research expertise and practical application within an enterprise technology context. The mention of "BAT framework" and "as a Service" suggests a need for individuals who can not only conduct research but also operationalize it into a repeatable, scalable service offering.

📊 Process & Systems Portfolio Requirements

Portfolio Essentials:

• Case Studies of Impact: Showcase 3-5 detailed case studies demonstrating your end-to-end involvement in UX/CX research projects, highlighting specific challenges, methodologies employed, and quantifiable outcomes.
• Process Optimization Examples: Include examples of how your research insights led to tangible improvements in product usability, service efficiency, or customer satisfaction, supported by metrics.
• Methodology Documentation: Present examples of process documentation, such as research plans, test scripts, or survey designs, illustrating your systematic approach to research execution.
• Stakeholder Presentation Samples: Provide samples of presentations or reports that effectively communicate research findings and recommendations to diverse stakeholder groups, including senior leadership.

Process Documentation:

• Evidence of developing and maintaining structured documentation for UX/CX testing processes, including:
  • Workflow Design: Clear outlines of research workflows from initiation to final reporting.
  • Implementation Standards: Defined standards for conducting studies, data collection, and analysis.
  • Performance Measurement: Methodologies for measuring the effectiveness and impact of UX/CX initiatives.

📝 Enhancement Note: For a role focused on "UX Testing as a Service," a portfolio should not only showcase individual research projects but also demonstrate the ability to define, document, and operationalize research processes for broader organizational use. Quantifiable impact and clear methodology documentation are critical.

💵 Compensation & Benefits

Salary Range:

• Estimated Range: €45,000 - €70,000 per annum (gross).
• Methodology: This estimate is based on industry benchmarks for UX Researchers with 5-10 years of experience in major European cities, considering the cost of living in Bucharest, Romania, and the enterprise nature of Allianz Insurance. Salaries can vary based on specific experience, qualifications, and negotiation.

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, and life insurance.
• Exclusive Discounts: Special discounts on Allianz Tiriac insurance products.
• Generous Time Off:
  • Birthday leave.
  • Additional vacation days based on tenure (up to five extra days).
  • Paid leave on December 24th and 31st.
  • Flexibility to swap weekend holidays for extra days off.
  • Special allowances for significant life events.
• Professional Development:
  • Extensive learning curriculum for career growth.
  • Access to a wide range of technical and soft skills training.
  • International certifications (Agile, Lean Six Sigma, PRINCE2, ITIL, IFOA, ACCA, IACCM, etc.).
  • Learning resources from LinkedIn and Allianz platforms.
  • Language development opportunities (German, French, English).
  • Dedicated Leadership Program.
• Recognition & Rewards:
  • Performance-based rewards.
  • Team and individual recognition programs.
  • Internal referral bonuses.

Working Hours:

• Standard full-time working hours are typically 40 hours per week. There may be flexibility offered, depending on project needs and team agreements, allowing for efficient management of research activities and personal well-being.

📝 Enhancement Note: The benefits package is exceptionally comprehensive, emphasizing employee well-being, professional development, and work-life balance, which are strong indicators of a supportive corporate culture. The salary range provided is an estimate and should be confirmed by the candidate.

🎯 Team & Company Context

🏢 Company Culture

Industry: Financial Services (Insurance & Asset Management). Allianz operates globally, providing a stable and expansive industry context for its operations and technology divisions. Company Size: Part of Allianz Group, a global conglomerate with over 150,000 employees worldwide. Allianz Services specifically employs over 7,300 individuals across multiple continents, indicating a large, established, and complex organizational structure. Founded: Allianz SE traces its roots back to 1890, signifying a long history of stability, trust, and evolution within the financial services sector.

Team Structure:

• Allianz Services BAT: This role is situated within the Business Analytics & Technology (BAT) arm of Allianz Services. This suggests a team focused on leveraging data, technology, and analytics to drive business outcomes.
• Cross-Functional Collaboration: The role requires close partnerships with Allianz Operating Entities (OEs), product owners, and delivery teams, highlighting a matrixed and collaborative team structure where UX/CX insights are integrated across various business functions.
• Reporting: The UX Researcher will likely report to a manager within the BAT portfolio, overseeing service development, and will work closely with product and delivery leads within OEs.

Methodology:

• Data-Driven Decision Making: A core principle is the use of data and insights—particularly UX/CX data—to inform strategic decisions, product development, and service enhancements.
• Process Optimization: Emphasis on developing and refining structured processes, such as the "UX Testing as a Service" playbook, to ensure efficiency, scalability, and consistent quality.
• Customer-Centricity: A fundamental value that drives the integration of user feedback and research into all aspects of product and service design and delivery.
• Agile & Iterative Development: Likely operates within Agile methodologies, fostering continuous improvement and adaptability in response to user feedback and business needs.

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

📝 Enhancement Note: Allianz's long history and global presence suggest a company that values stability, expertise, and a structured approach to operations. The integration of UX/CX into a BAT portfolio indicates a modern, data-forward strategy within a traditional industry, requiring professionals who can bridge research with technological implementation.

📈 Career & Growth Analysis

Operations Career Level: This role is positioned as a mid-to-senior level specialist, likely within an individual contributor track, focusing on the strategic deployment and management of UX/CX testing as a defined service. It requires not only research execution but also the ability to define service standards and processes.

Reporting Structure: The UX Researcher will report into the Allianz Services BAT portfolio, likely to a Head of UX/CX or a relevant service delivery manager. They will collaborate extensively with product owners and delivery teams within various Allianz Operating Entities (OEs), acting as a key liaison between user needs and technical implementation.

Operations Impact: The primary impact of this role is on enhancing the usability, accessibility, and overall satisfaction of Allianz's digital products and services. By integrating UX/CX insights into the BAT framework, this role directly contributes to:

• Reducing development rework by identifying issues early.
• Improving customer adoption and retention rates.
• Strengthening Allianz's brand reputation through superior user experiences.
• Informing strategic product roadmaps with validated user needs.
• Contributing to operational efficiency by ensuring products are intuitive and easy to use.

Growth Opportunities:

• Service Expansion: Opportunity to expand the scope and offerings of the UX Testing as a Service, potentially leading to a more senior service management role or team lead position.
• Specialization: Deepen expertise in specific areas of UX research, accessibility, or leveraging advanced technologies like GenAI for research.
• Leadership Development: Potential progression into UX/CX leadership roles, managing research teams or influencing broader product strategy within Allianz.
• Cross-Functional Mobility: Opportunities to move into product management, business analysis, or other strategic roles within Allianz OEs, leveraging a deep understanding of customer needs.
• Industry Certifications: Support for obtaining relevant industry certifications in Agile, Lean Six Sigma, or specialized UX/CX qualifications.

📝 Enhancement Note: The role offers a clear path for growth from a specialist researcher to a service owner or leader, emphasizing the strategic importance of UX/CX within Allianz's technology and analytics functions. The exposure to various OEs also provides broad organizational visibility.

🌐 Work Environment

Office Type: Hybrid work environment, with potential for both remote and in-office collaboration. Allianz Services operates globally with multiple office locations. Office Location(s): Bucharest, Romania. This location offers access to a growing tech talent pool and a strategic base within Europe for Allianz's operations. Workspace Context:

• Collaborative Hub: In-office days are likely designed for high-impact collaboration, workshops, and team building, fostering a strong sense of community and shared purpose.
• Technology-Rich Environment: Access to modern tools and technologies, including collaboration platforms, research software, and potentially advanced analytics and AI tools.
• Cross-Functional Interaction: Frequent opportunities to interact with diverse teams across product development, IT, analytics, and business units, fostering a dynamic and engaging work atmosphere. Work Schedule: Standard full-time hours (approx. 40 hours/week) with a degree of flexibility to accommodate research needs, project deadlines, and personal well-being, aligning with Agile practices.

📝 Enhancement Note: The hybrid model reflects a modern work approach, balancing the benefits of in-person collaboration with the flexibility of remote work, which is crucial for roles that require deep focus and can be executed from various locations.

📄 Application & Portfolio Review Process

Interview Process:

• Initial Screening: A brief call with HR or a recruiter to assess basic qualifications, experience, and cultural fit.
• Hiring Manager Interview: In-depth discussion with the hiring manager focusing on your experience, research philosophy, and alignment with the role's strategic objectives.
• Technical/Portfolio Review: A session dedicated to reviewing your portfolio. Expect to present 1-2 key case studies in detail, discussing your process, findings, and impact. This may involve a practical exercise or a deep dive into your methodologies.
• Team/Stakeholder Interviews: Interviews with peers, potential collaborators (e.g., product owners, developers), and senior stakeholders to evaluate your collaboration skills, communication style, and ability to influence.
• Final Interview: Potentially a final interview with a senior leader to confirm fit and discuss overall strategic alignment.

Portfolio Review Tips:

• Focus on Impact: Prioritize case studies that clearly demonstrate the tangible business impact of your UX/CX research. Quantify results whenever possible (e.g., "reduced task completion time by X%", "increased conversion rate by Y%", "identified Z critical usability issues").
• Showcase Process: Clearly articulate your research process for each case study, from defining objectives and selecting methodologies to data collection, analysis, and recommendation delivery.
• Tailor to the Role: Highlight projects that align with enterprise-level testing, service development, or integrating insights into technical frameworks. Emphasize your ability to work with external partners and define service playbooks.
• Demonstrate Communication: Prepare to present your findings concisely and persuasively, adapting your language for different audiences (technical teams, business leaders). Practice explaining complex concepts simply.
• Highlight GenAI/Automation: If you have experience, showcase how you've used these tools to improve research efficiency or effectiveness.

Challenge Preparation:

• Scenario-Based Questions: Be prepared for hypothetical scenarios related to common UX/CX challenges in a financial services context. Think about how you would approach research for a new insurance product feature, a customer onboarding process, or a complaint resolution system.
• Methodology Justification: Be ready to explain why you would choose specific research methods for given problems, demonstrating your strategic thinking.
• Stakeholder Influence: Practice articulating how you would gain buy-in for UX initiatives from stakeholders who may be less familiar with or skeptical of user research.

📝 Enhancement Note: The emphasis on portfolio review and potential practical exercises suggests that Allianz values demonstrable skills and a structured approach to research delivery, especially for a role focused on establishing a "UX Testing as a Service."

🛠 Tools & Technology Stack

Primary Tools:

• User Research Platforms: Experience with tools for remote usability testing, surveys, and user interviews (e.g., UserTesting.com, Lookback, Maze, SurveyMonkey, Qualtrics).
• External Testing Partnerships: Familiarity with managing or integrating with external UX test companies or crowdtesting platforms (e.g., Testbirds).
• Collaboration Tools: Proficiency in essential collaboration and project management software (e.g., Jira, Confluence, Asana, Microsoft Teams, Slack).

Analytics & Reporting:

• Data Analysis Software: Ability to analyze quantitative data from surveys and testing, potentially using tools like Excel, SPSS, or R.
• Visualization Tools: Experience creating clear and impactful reports and dashboards using tools like Tableau, Power BI, or specialized UX analytics platforms.

CRM & Automation:

• CRM Systems: Understanding of how UX/CX insights feed into Customer Relationship Management (CRM) systems, even if not directly managing them.
• Automation Tools: Familiarity with how automation can be applied to streamline research processes, data collection, or reporting.
• Emerging Technologies: Exposure to or willingness to learn about GenAI tools and their application in UX research and testing.

📝 Enhancement Note: While specific tools aren't listed, the role implies a need for proficiency across a range of UX research, project management, and data analysis tools. A strong understanding of how these tools integrate and support a "service" model is key.

👥 Team Culture & Values

Operations Values:

• Integrity: Upholding ethical standards in research, data handling, and stakeholder interactions.
• Expertise: Demonstrating deep knowledge in UX/CX research methodologies and a commitment to continuous learning.
• Compassion: Understanding and advocating for the user's perspective, fostering empathy within product teams.
• Excellence: Striving for high-quality research outcomes and efficient service delivery.
• Collaboration: Working effectively with diverse teams across the organization to integrate user insights.
• Data-Driven: Basing recommendations and decisions on robust research findings.

Collaboration Style:

• Cross-Functional Integration: A proactive approach to partnering with product owners, engineers, designers, and business stakeholders to ensure UX/CX considerations are embedded throughout the product lifecycle.
• Open Communication: Fostering transparent and constructive dialogue, sharing insights and feedback openly.
• Agile Teamwork: Embracing iterative processes, flexibility, and collective problem-solving within cross-functional, Agile teams.
• Knowledge Sharing: Willingness to share learnings, best practices, and research findings to elevate the UX maturity of the broader organization.

📝 Enhancement Note: Allianz's stated values (compassion, integrity, expertise) are likely reflected in the team's operational ethos, emphasizing ethical research practices, professional development, and a user-centric approach grounded in solid data.

⚡ Challenges & Growth Opportunities

Challenges:

• Integrating UX into Enterprise Processes: Bridging the gap between user-centered design principles and the complex, often process-heavy environment of a large financial institution.
• Quantifying UX Impact: Effectively measuring and communicating the ROI of UX/CX initiatives to stakeholders who may prioritize traditional business metrics.
• Scaling Research: Developing a "UX Testing as a Service" model that can efficiently serve multiple product teams and business units across Allianz.
• Adoption of New Methods: Introducing and gaining buy-in for newer research techniques, such as leveraging GenAI, within established teams.
• Balancing Speed and Rigor: Delivering timely insights for agile development cycles without compromising the quality and depth of research.

Learning & Development Opportunities:

• Advanced Research Techniques: Opportunities to train in cutting-edge UX/CX research methodologies and emerging technologies.
• Industry Certifications: Access to funding and support for relevant certifications (e.g., IAAP for accessibility, advanced Agile certifications).
• Mentorship: Potential for mentorship from senior UX/CX leaders within Allianz or access to leadership development programs.
• Cross-Organizational Exposure: Gaining broad exposure to different business units and product lines within Allianz, enhancing strategic understanding.

📝 Enhancement Note: The challenges highlight the dynamic nature of applying UX/CX principles in large enterprises, requiring adaptability, strong communication, and a focus on demonstrating quantifiable value. The growth opportunities are geared towards deepening expertise and expanding influence.

💡 Interview Preparation

Strategy Questions:

• "Tell me about a time you integrated UX insights into a product that was already in development. What was the impact?" (Focus on your process, how you communicated findings, and the results.)
• "How would you approach designing a 'UX Testing as a Service' framework for a large organization like Allianz? What would be your key considerations?" (Think about scalability, standardization, stakeholder buy-in, and reporting.)
• "Describe a situation where your research findings conflicted with stakeholder expectations. How did you navigate that?" (Emphasize data-driven persuasion and collaborative problem-solving.)

Company & Culture Questions:

• "What do you know about Allianz and the insurance industry's approach to customer experience?" (Research Allianz's mission, values, and recent customer experience initiatives.)
• "How do you see UX research contributing to the success of a BAT portfolio?" (Connect your role to data-driven decision-making and technology-enabled business outcomes.)
• "How do you ensure your research aligns with business goals while advocating for the user?" (Discuss balancing user needs with commercial objectives.)

Portfolio Presentation Strategy:

• Structure Your Narrative: For each case study, follow a clear story arc: Problem -> Your Approach (Methodology) -> Solution/Findings -> Impact/Results.
• Highlight Your Role: Clearly define your specific contributions, especially if working with external partners or in cross-functional teams.
• Showcase Process & Tools: Explain why you chose specific research methods and tools. If you used GenAI or automation, highlight this.
• Quantify Everything Possible: Use metrics to demonstrate the success of your work.
• Be Ready for Deep Dives: Prepare for detailed questions about your methodology, data analysis, and decision-making process.

📝 Enhancement Note: Interview preparation should focus on demonstrating not just research proficiency but also strategic thinking, process orientation, and the ability to operate effectively within a large, complex, and data-driven organization like Allianz.

📌 Application Steps

To apply for this UX Researcher position:

• Submit your application through the Allianz Careers portal link provided.
• Tailor Your Resume: Highlight experience in UX research, usability testing, CX analysis, stakeholder management, and any experience with enterprise-level projects or the financial services industry. Use keywords from the job description.
• Curate Your Portfolio: Select 2-3 of your strongest case studies that best demonstrate your ability to conduct research, integrate insights, and drive impact, especially those relevant to service development or enterprise environments. Ensure they showcase your process and quantifiable results.
• Prepare Your Presentation: Practice presenting your chosen portfolio case studies concisely and persuasively, anticipating questions about your methodology, challenges, and impact.
• Research Allianz: Understand Allianz's values, mission, and recent initiatives, particularly regarding customer experience and digital transformation. Prepare thoughtful questions to ask the interviewers.

⚠️ 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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