Senior User Researcher

📍 Job Overview

Job Title: Senior User Researcher

Company: Simply Business

Location: London - Bunhill Row, United Kingdom

Job Type: FULL_TIME, TEMPORARY (12-month FTC)

Category: Customer Experience / User Research

Date Posted: 2026-04-15

Experience Level: 7+ years (Senior)

Remote Status: Hybrid

🚀 Role Summary

• Lead strategic user research initiatives for the US market, focusing on high-priority business challenges across the entire customer lifecycle.

• Architect and own an AI-powered research toolkit to significantly amplify research team impact and efficiency.

• Develop and maintain strong strategic partnerships across digital product, marketing, and commercial functions to ensure research insights are integrated with business objectives.

• Identify key market opportunities by synthesizing qualitative insights with quantitative data and emerging market trends.

• Craft compelling narratives from research findings that effectively engage collaborators and stakeholders, driving actionable decisions and strategic alignment.

📝 Enhancement Note: This role is highly strategic, focusing on "architecting" research rather than just executing it. The emphasis on AI-powered toolkits and influencing company roadmaps/OKRs suggests a need for a researcher with strong commercial acumen and a proactive, self-starter mentality. The 12-month FTC indicates a project-based need, likely for a significant strategic initiative.

📈 Primary Responsibilities

• Strategic US Market Research: Design and execute comprehensive research plans to address critical business questions and opportunities within the US market, covering the full customer journey from acquisition to retention.

• AI Toolkit Development & Ownership: Build, manage, and continuously improve an AI-powered toolkit to enhance the speed, scale, and depth of user research activities for the entire team.

• Cross-Functional Collaboration: Establish and nurture robust relationships with stakeholders in Product, Marketing, Commercial, and potentially Engineering teams to ensure research efforts are aligned with business goals and product roadmaps.

• Opportunity Identification: Employ a mixed-methods approach, triangulating qualitative data (interviews, ethnography) with quantitative data (surveys, analytics) and market intelligence to uncover unmet needs and strategic growth areas.

• Insight Communication & Influence: Develop and present clear, compelling, and actionable research findings through storytelling and data visualization, influencing product strategy, roadmap prioritization, and OKRs.

• Research Methodology Innovation: Champion and implement novel research methodologies, particularly leveraging AI, to "right-size" research efforts, from rapid pulse checks to in-depth investigations.

• Commercial Acumen Application: Apply a deep understanding of business objectives and market dynamics to ensure research directly contributes to influencing company roadmaps and OKRs.

📝 Enhancement Note: The responsibilities highlight a blend of strategic leadership, technical innovation (AI toolkit), and strong influencing skills. The "right-sizing" research capability implies adaptability and efficiency in research design.

🎓 Skills & Qualifications

Education: A Bachelor's or Master's degree in Human-Computer Interaction (HCI), Psychology, Sociology, Anthropology, Design Research, or a related field is typically expected, though equivalent practical experience will be considered.

Experience:

• A minimum of 7+ years of hands-on experience in user research, with a proven track record of conducting impactful research across various methodologies.

• Demonstrated experience in leading strategic research initiatives and influencing product roadmaps and OKRs.

Required Skills:

• Expert User Research Methodologies: Mastery of a wide range of qualitative and quantitative research methods (e.g., in-depth interviews, usability testing, surveys, ethnography, diary studies, card sorting, tree testing).

• AI-Native Workflow: Proven experience and daily usage of AI tools to enhance research speed, quality, and output, demonstrating innovation in research processes.

• Strategic Thinking & Business Acumen: Ability to understand complex business challenges, align research with commercial objectives, and influence key stakeholders and company OKRs.

• Data Synthesis & Storytelling: Exceptional ability to synthesize complex qualitative and quantitative data into clear, compelling, and actionable narratives that drive stakeholder understanding and action.

• Cross-Functional Leadership: Experience in forging strategic partnerships and collaborating effectively with Product, Marketing, Commercial, and other cross-functional teams.

• Research Design & Architecture: Capability to design and "architect" research programs, determining the right methodologies and scale for different business needs.

Preferred Skills:

• Experience in the insurance or small business services sector.

• Familiarity with behavioural science principles and their application in research.

• Experience in building or managing research platforms or toolkits.

• Knowledge of A/B testing and experimental design.

• Experience conducting research for the US market.

📝 Enhancement Note: The emphasis on "AI-native" workflow and the requirement for 7+ years of experience suggests a need for a senior, technically adept researcher who can lead and innovate. The explicit mention of influencing OKRs points towards a strategic, business-impact-focused role.

📊 Process & Systems Portfolio Requirements

Portfolio Essentials:

• Demonstrated Research Impact: Showcase a portfolio with 3-5 robust case studies detailing significant user research projects, clearly articulating the problem, your role, methodologies used, key insights, and measurable outcomes.

• Strategic Research Design: Highlight examples of how you have architected research strategies, including "right-sizing" research efforts for different business priorities and timelines.

• AI Integration Examples: Include specific examples where AI tools were leveraged to accelerate research cycles, enhance data analysis, or generate novel insights.

• Commercial Alignment: Provide evidence of how your research has directly influenced product roadmaps, business strategy, OKRs, or led to tangible business improvements (e.g., increased conversion rates, customer satisfaction, reduced churn).

• Communication & Storytelling: Showcase examples of how you have translated complex research findings into compelling narratives for diverse stakeholder audiences.

Process Documentation:

• Methodology Documentation: Ability to document research processes, including the rationale behind chosen methodologies and the steps taken to ensure rigor and validity.

• AI Toolkit Integration Strategy: Demonstrate an understanding of how to integrate AI tools into established research workflows and document best practices for their use.

• Stakeholder Engagement Frameworks: Outline approaches for engaging with cross-functional teams (Product, Marketing, Commercial) throughout the research process, from planning to insight dissemination.

• Outcome Measurement: Detail how research outcomes were measured and reported, linking them back to business objectives and KPIs.

📝 Enhancement Note: The portfolio requirements are heavily geared towards demonstrating strategic impact, commercial influence, and innovative use of AI in research. Candidates should be prepared to articulate not just what they did, but the tangible business results and strategic thinking behind their work.

💵 Compensation & Benefits

Salary Range: Based on industry benchmarks for Senior User Researchers in London with 7+ years of experience, particularly in a technology or FinTech context, the estimated salary range is £70,000 - £95,000 per annum. This estimate accounts for the senior level, specialized skills in AI and strategic research, and the London location.

Benefits:

• Hybrid Work Model: Offers flexibility with a balance between remote work and office presence, promoting work-life balance.

• Generous Annual Leave: 25 days of annual leave, plus bank holidays, with the option to purchase an additional five days.

• Comprehensive Parental Leave: Structured parental leave policies, including extended full pay for primary caregivers and support for secondary caregivers.

• Life Event Leave: An extra day off for significant personal milestones (e.g., moving house, birthday) and paid sabbaticals for long-serving employees (2 weeks after 5 years, 4 weeks after 10 years).

• Private Medical Insurance: Coverage through BUPA, including pre-existing conditions, complemented by a health cash plan for everyday medical expenses.

• Competitive Salary & Bonus: A competitive base salary, benchmarked against experience and market rates, with the potential for an annual performance-based bonus.

• Professional Development: Access to a dedicated learning platform with tools for personal development, including support for mental health and counselling services.

• Pension Scheme: Employer matching contributions to pension up to 5%, alongside a life assurance policy (4x basic salary, with option to increase).

• Salary Sacrifice Car Scheme: Option to acquire a new car through salary sacrifice after 6 months of service.

• Flexible Benefits Scheme: An annual allowance to choose from a range of benefits such as critical illness cover, dental insurance, travel insurance, or gym memberships.

Working Hours: Typically 40 hours per week, with a focus on work-life balance and hybrid flexibility.

📝 Enhancement Note: The salary range is an estimate based on typical London market rates for senior roles in this field. The extensive list of benefits underscores a company commitment to employee well-being and professional growth, which is highly attractive for experienced professionals.

🎯 Team & Company Context

🏢 Company Culture

Industry: Simply Business operates within the Insurance and Technology sectors, positioning itself as a technology company that provides insurance solutions. This dual focus means a culture that values innovation, data-driven decision-making, and continuous improvement alongside customer-centricity.

Company Size: With over 1,000,000 active policies and likely a significant employee base (implied by the extensive benefits and global operations), Simply Business is a large, established player in its market. This size suggests structured processes, opportunities for impact at scale, and potential for diverse career paths within the organization.

Founded: Founded with a mission to "insure small businesses and enable big dreams," Simply Business has a history rooted in supporting entrepreneurs. This foundational ethos likely permeates the company culture, fostering an environment that values entrepreneurial spirit, ambition, and community impact.

Team Structure:

• Customer Experience Team: The Senior User Researcher will be part of the Customer Experience team, working alongside specialists in customer insight and behavioural science. This structure suggests a collaborative environment focused on understanding and improving the customer journey.

• Cross-Functional Collaboration: The role explicitly requires forging strategic partnerships across Digital Product, Marketing, and Commercial functions, indicating a highly integrated and collaborative approach to product development and business strategy.

• Reporting: While not explicitly stated, a Senior User Researcher typically reports into a Head of UX, Head of Research, or a Director of Product/Customer Experience, suggesting a clear line of leadership and strategic direction within the operations or product function.

Methodology:

• Data-Driven Decision Making: Simply Business emphasizes being a technology company, implying a strong reliance on data analysis and quantitative insights to inform strategies and improvements.

• Iterative Improvement: The description "we build, we fail, we learn and we improve" points to an agile and iterative approach to product development and customer experience enhancement.

• AI Integration: A key theme is the adoption and development of AI-powered tools, suggesting a forward-thinking methodology that embraces cutting-edge technology to drive efficiency and innovation in research and customer understanding.

Company Website: https://www.simplybusiness.co.uk/ (Assuming UK focus, though US market is a key area for this role)

📝 Enhancement Note: The company culture appears to be a blend of entrepreneurial spirit, technological innovation, and a strong commitment to customer success and social impact. The emphasis on AI suggests a progressive and forward-thinking approach within the Customer Experience and Product teams.

📈 Career & Growth Analysis

Operations Career Level: This role is positioned as "Senior," indicating a leadership and strategic contributor level within the User Research discipline. It requires not just execution but also the ability to architect research programs, influence strategy, and mentor others. This level typically involves significant autonomy and responsibility for driving key business outcomes through research.

Reporting Structure: The Senior User Researcher will be part of the Customer Experience Team, working with specialists in customer insight and behavioural science. They will report to a leader within this function (e.g., Head of CX, Director of Research) and will be expected to collaborate closely with counterparts in Digital Product, Marketing, and Commercial teams. This structure provides exposure to various business functions and opportunities to influence decision-making across departments.

Operations Impact: The Senior User Researcher's impact is directly tied to shaping product strategy and business direction for both the UK and US markets. By identifying opportunities and driving action through compelling narratives, this role influences OKRs, roadmap prioritization, and the overall customer experience, ultimately contributing to revenue growth and market leadership. The focus on "architecting research" and owning the AI toolkit signifies a high level of strategic influence.

Growth Opportunities:

• Leadership in Research Innovation: Opportunity to lead the development and adoption of AI-powered research methodologies, establishing best practices and potentially shaping the future of research at Simply Business.

• Strategic Influence & Impact: Potential to significantly influence product strategy and business growth in key markets (US and UK), gaining exposure to high-level decision-making.

• Cross-Functional Expertise: Deepen understanding and build strong relationships across Product, Marketing, and Commercial teams, expanding professional network and business acumen.

• Career Progression: This senior role can serve as a stepping stone to leadership positions such as Head of User Research, Director of CX, or Product Strategy roles, particularly if the candidate excels in influencing and strategic contributions.

• Mentorship: Potential to mentor junior researchers and contribute to the development of the broader research discipline within the company.

📝 Enhancement Note: The role offers significant opportunities for strategic impact and leadership in research innovation, particularly concerning AI. Growth potential lies in deepening strategic influence and potentially moving into broader leadership roles within CX, Product, or Strategy functions.

🌐 Work Environment

Office Type: Simply Business operates a hybrid model, offering a blend of remote work and office-based collaboration. The Bunhill Row location in London likely provides a modern, well-equipped office environment designed to foster collaboration and innovation.

Office Location(s): The primary location mentioned is London - Bunhill Row, United Kingdom. This is a central London address, likely offering good transport links and access to amenities. The role also has a strategic focus on the US market, implying potential for remote collaboration with US-based teams or stakeholders.

Workspace Context:

• Collaborative Hub: The office environment is expected to be a hub for team collaboration, cross-functional meetings, and workshops, supporting the need for strong partnership building.

• Technology-Enabled: As a technology company, the workspace will be equipped with the necessary tools and technology to support research, data analysis, and communication, including access to the AI-powered toolkit being developed.

• Team Interaction: The hybrid model allows for structured in-office time dedicated to team building, knowledge sharing, and fostering a strong sense of community within the Customer Experience team and with broader cross-functional colleagues.

Work Schedule: A standard full-time schedule (approx. 40 hours/week) is expected, with significant flexibility offered through the hybrid working arrangement. This allows operations professionals to manage their time effectively, balancing deep work on research projects with collaborative activities and personal commitments.

📝 Enhancement Note: The hybrid work environment is designed to balance individual focus with team collaboration. The London office location suggests a professional, well-resourced workspace conducive to strategic work.

📄 Application & Portfolio Review Process

Interview Process:

• Initial Application & Screening: Submit application with CV and potentially a link to your portfolio. Recruiters will screen for core qualifications and experience.

• Hiring Manager/Team Interview: A conversation with the hiring manager and potentially a senior member of the Customer Experience team. This will focus on your experience, strategic thinking, approach to research, and understanding of AI in research.

• Portfolio Presentation & Case Study: A dedicated session where you will present 1-2 key case studies from your portfolio. This is an opportunity to demonstrate your research process, insights, impact, and storytelling skills, particularly how you've leveraged AI and influenced business outcomes. Be prepared to discuss your "architecting" approach.

• Cross-Functional Stakeholder Interviews: Meetings with key stakeholders from Product, Marketing, and Commercial teams. These interviews will assess your collaboration style, ability to influence, and understanding of their respective functions.

• Final Interview: Potentially with a senior leader (e.g., Director, VP) to assess cultural fit, strategic alignment, and overall suitability for the role and company.

Portfolio Review Tips:

• Quantify Impact: For each case study, clearly articulate the business problem, your research approach, key insights, and the measurable impact your research had (e.g., "led to a 15% increase in conversion," "informed a roadmap shift that reduced churn by 10%").

• Showcase AI Integration: Detail specific instances where you used AI tools to accelerate research, analyze data, or generate new hypotheses. Explain the benefits and outcomes.

• Highlight "Architecting" Skills: Demonstrate how you design research programs, select methodologies based on business needs, and consider the overall research strategy, not just individual studies.

• Storytelling is Key: Structure your presentations like a compelling narrative. Clearly explain the "why," "what," and "so what" of your research. Use visuals effectively.

• Tailor to the Role: Emphasize experience relevant to the US market, AI-powered toolkits, and influencing commercial strategy/OKRs.

Challenge Preparation:

• Strategic Research Design Challenge: You might be asked to outline a research plan for a hypothetical business problem, focusing on how you would "right-size" it and leverage AI.

• Insight Synthesis & Communication: Be ready to discuss how you would synthesize complex data from multiple sources (qualitative, quantitative, AI-generated) and communicate actionable insights to a non-research audience.

• Stakeholder Influence Scenarios: Prepare to discuss how you would gain buy-in for research initiatives or influence stakeholders with potentially conflicting priorities.

📝 Enhancement Note: The interview process is designed to assess strategic thinking, AI proficiency, commercial impact, and collaborative skills. A well-curated portfolio that clearly demonstrates these aspects, with a strong emphasis on AI integration and tangible business results, will be crucial for success.

🛠 Tools & Technology Stack

Primary Tools:

• User Research Platforms: Proficiency with tools for usability testing, surveys, and qualitative data analysis (e.g., UserTesting.com, Qualtrics, SurveyMonkey, Dovetail, UserZoom).

• AI-Powered Research Tools: Hands-on experience with AI tools for research acceleration, data synthesis, transcription, sentiment analysis, or predictive modeling (specific tools will vary, but familiarity with the concept and application is key).

• Collaboration & Whiteboarding: Tools like Miro, Mural, Figma, or similar for collaborative ideation, journey mapping, and workshop facilitation.

Analytics & Reporting:

• Data Analysis Software: Familiarity with tools for quantitative analysis, such as Excel, Google Sheets, or potentially more advanced statistical software if applicable to the role's quantitative responsibilities.

• Business Intelligence (BI) Tools: Experience with tools like Tableau, Power BI, or Looker for data visualization and dashboard creation, enabling the triangulation of research insights with business data.

CRM & Automation:

• CRM Systems: While not a primary researcher tool, an understanding of how CRM data (e.g., Salesforce, HubSpot) can inform research questions and how research insights might impact CRM strategy is beneficial.

• Project Management Tools: Experience with tools like Jira, Asana, or Trello for managing research projects and timelines.

📝 Enhancement Note: The role requires a deep understanding of user research tools, with a significant emphasis on leveraging AI. Candidates should be prepared to discuss their experience with specific AI applications in research and demonstrate how they integrate various tools to achieve comprehensive insights.

👥 Team Culture & Values

Operations Values:

• Customer-Centricity: A core value at Simply Business, driving all efforts to understand and serve small business owners.

• Innovation & Technology: Embracing new technologies, particularly AI, to drive efficiency and redefine service offerings.

• Data-Driven Decision Making: Relying on robust data analysis and insights to inform strategy and measure impact.

• Collaboration & Partnership: Working effectively across teams to achieve shared goals and drive collective success.

• Impact & Ownership: Taking accountability for outcomes and striving to make a tangible difference for customers and the business.

• Agility & Continuous Improvement: A culture of learning, adapting, and constantly seeking ways to improve processes and outcomes.

Collaboration Style:

• Proactive Partnership: The role emphasizes forging strategic partnerships, suggesting a proactive and collaborative approach to engaging with Product, Marketing, and Commercial teams.

• Insight Sharing: A culture that values sharing research findings widely and embedding them into decision-making processes across departments.

• Constructive Feedback: An environment where feedback is welcomed and used to refine research approaches and improve collaborative efforts.

• Knowledge Exchange: Encouraging the sharing of expertise, particularly around AI and research methodologies, to elevate the capabilities of the entire team.

📝 Enhancement Note: The team culture at Simply Business is likely to be dynamic, innovative, and highly collaborative, with a strong emphasis on using data and technology to achieve business and customer goals. Researchers are expected to be proactive, influential partners.

⚡ Challenges & Growth Opportunities

Challenges:

• Architecting Novel Research Processes: Designing and implementing an AI-powered research toolkit from the ground up or significantly enhancing existing systems requires strategic vision, technical understanding, and change management skills.

• Driving US Market Strategy: Successfully translating research insights into actionable strategies for a new or expanded market (US) presents a significant challenge, requiring deep understanding of market nuances and competitive landscape.

• Balancing Speed & Depth: Effectively "right-sizing" research to meet urgent business needs while maintaining research rigor and depth, especially with AI acceleration.

• Influencing Senior Stakeholders: Gaining buy-in and driving action from diverse cross-functional stakeholders, including those with potentially differing priorities or perspectives.

• AI Integration Adoption: Ensuring the effective adoption and utilization of AI tools across the research team and integrating them seamlessly into existing workflows.

Learning & Development Opportunities:

• Pioneering AI in Research: Opportunity to be at the forefront of AI application in user research, developing expertise and potentially setting industry standards.

• Strategic Market Expansion: Deepen understanding of market entry strategies and customer acquisition/retention in the US market.

• Leadership in CX/Product: Gain significant exposure to product strategy, OKR setting, and commercial decision-making, paving the way for broader leadership roles.

• Cross-Functional Skill Development: Enhance skills in stakeholder management, influencing, and business strategy through close collaboration with Product, Marketing, and Commercial teams.

• Industry Recognition: Potential to contribute to thought leadership or present on innovative research practices, especially concerning AI.

📝 Enhancement Note: The challenges are significant but offer commensurate growth opportunities, particularly in areas of AI innovation, strategic market leadership, and cross-functional influence.

💡 Interview Preparation

Strategy Questions:

• "How would you architect a strategic research plan for the US market, considering our goal to redefine insurance for small businesses?" (Focus on your process, methodology selection, and how you'd identify key opportunities.)

• "Describe your experience with AI in user research. How would you build or manage an AI-powered research toolkit for a team like ours?" (Be ready to discuss specific tools, workflows, and the benefits/risks of AI.)

• "How do you 'right-size' research? Give an example of how you've balanced speed and rigor for different business needs." (Prepare a case study that illustrates this adaptability.)

Company & Culture Questions:

• "What do you know about Simply Business and the insurance market for small businesses in the UK and US?" (Research the company's mission, values, and market position.)

• "How do you see your role contributing to our 'Big Dreams Project' and our social impact goals?" (Connect your work to broader company values.)

Portfolio Presentation Strategy:

• Structure for Impact: For each case study, clearly frame the business problem, your unique contribution (especially as an architect/strategist), the research methodology, key insights, and quantifiable business impact.

• AI Integration Showcase: Dedicate specific slides or sections to how you incorporated AI. Explain the tool, the process, and the added value (e.g., "AI analysis of 1000 survey responses in 2 hours, identifying three key pain points that traditional analysis might have missed").

• Narrative Flow: Practice telling a compelling story. Start with the challenge, build through your process and insights, and end with the resolution and impact.

• Anticipate Questions: Be prepared to dive deeper into any aspect of your work, especially around methodology choices, data interpretation, and stakeholder management.

📝 Enhancement Note: Preparation should focus on demonstrating strategic thinking, AI proficiency, commercial acumen, and strong communication skills. The portfolio presentation is a critical component, so practice is essential.

📌 Application Steps

To apply for this operations position:

• Submit your application through the provided link, ensuring your CV is tailored to highlight your 7+ years of user research experience, strategic leadership, and AI proficiency.

• Portfolio Customization: Prepare your portfolio to showcase 2-3 key case studies that best align with the role's requirements: strategic research design, AI integration, US market focus, and demonstrable business impact on OKRs.

• Resume Optimization: Ensure your resume clearly articulates your experience in "architecting" research, leveraging AI tools, influencing roadmaps, and working cross-functionally. Use keywords from the job description naturally.

• Interview Preparation: Practice articulating your experience using the STAR method (Situation, Task, Action, Result) for behavioral questions and prepare to discuss your strategic approach to research challenges, particularly those involving AI.

• Company Research: Thoroughly research Simply Business, its mission, values, target markets (UK and US), and recent company news. Understand their approach to technology and customer experience to align your responses with their culture and goals.

⚠️ 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.