Senior User Researcher (Customer Journey)

📍 Job Overview

Job Title: Senior User Researcher (Customer Journey)

Company: Back Market

Location: London, United Kingdom

Job Type: FULL_TIME

Category: User Research / Product Insights

Date Posted: April 21, 2026

Experience Level: 5-10 Years

Remote Status: Hybrid

🚀 Role Summary

• Lead strategic and exploratory user research initiatives to develop a profound understanding of customer behaviors, motivations, and unmet needs within the broader market landscape.

• Drive research at the innovation and ideation stages, evaluating new concepts, features, and value propositions early in the development cycle to enable rapid, confident decision-making.

• Execute high-quality research studies across the entire customer journey, from discovery through post-launch, employing appropriate methodologies to address specific research questions.

• Coach and enable non-researchers, particularly designers and product managers, to conduct effective usability testing and integrate user insights into their daily work, fostering a strong user-centric culture.

📝 Enhancement Note: This role is positioned within a "small but high-impact User Research function," suggesting a need for individuals who are proactive, can operate with a degree of autonomy, and are adept at influencing product strategy with limited direct oversight. The emphasis on "coaching designers" indicates a "train the trainer" or "research enablement" component, requiring strong mentorship and communication skills beyond pure research execution.

📈 Primary Responsibilities

• Spearhead the design and execution of strategic research studies, leveraging both qualitative and quantitative data sources (e.g., in-depth interviews, surveys, diary studies, statistical analysis) to uncover compelling narratives that inform product strategy and business direction.

• Conduct research at the innovation and ideation phases, meticulously designing and running studies to evaluate new concepts, features, and value propositions, thereby enabling the product teams to move swiftly and with assurance.

• Manage the end-to-end execution of research across the full customer journey, from initial discovery and user acquisition to post-purchase experience and retention, ensuring comprehensive insights are gathered at each touchpoint.

• Develop and deliver clear, concise, and actionable insights and recommendations to stakeholders at all levels, including executive leadership, product management, design, and marketing teams, facilitating data-informed decision-making.

• Actively coach product designers and other team members in user research best practices, empowering them to conduct effective usability testing and user interviews, thereby scaling research capabilities across the organization.

• Contribute to the continuous improvement of research methodologies and processes within the User Research function, sharing best practices and fostering a culture of curiosity and user-centricity throughout Back Market.

• Collaborate closely with Product Managers, Designers, Marketers, and Data Analysts to identify key research questions, align on research objectives, and ensure research findings are effectively integrated into product roadmaps and business strategies.

• Champion the user perspective across the business, advocating for customer needs and ensuring that user insights are translated into tangible product improvements and enhanced customer experiences.

📝 Enhancement Note: The responsibility to "operate at altitude as well as in the detail" implies that this Senior User Researcher will be expected to contribute to high-level strategic discussions and business direction, in addition to managing the granular execution of research studies. This requires a blend of strategic thinking and hands-on research proficiency.

🎓 Skills & Qualifications

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

Experience: A minimum of 5 years of progressive experience in User Research, UX Research, or a closely related field, with a demonstrated track record of leading research across the entire product lifecycle.

Required Skills:

• Proven expertise in leading qualitative research methodologies, including in-depth interviews, ethnographic studies, contextual inquiries, focus groups, and diary studies.

• Strong proficiency in quantitative research methods such as surveys, A/B testing analysis, statistical analysis, and the interpretation of behavioral data.

• Extensive experience in designing and executing end-to-end research projects, from defining research objectives and sampling strategies to data analysis and reporting.

• Demonstrated ability to conduct strategic discovery research to inform product strategy and identify new market opportunities.

• Experience in concept testing, feature validation, and usability testing to refine product designs and user experiences.

• Proven experience in coaching, mentoring, or enabling non-researchers (e.g., designers, product managers, marketers) to conduct user research effectively.

• Excellent verbal and written communication skills, with the ability to articulate complex findings clearly and persuasively to diverse stakeholders, including executive leadership.

• Strong empathy and active listening skills, enabling effective advocacy for user needs and perspectives.

• Solid business acumen and the ability to connect user insights to business objectives and market trends.

• Team-oriented mindset with a passion for fostering user-centricity and collaboration across product teams.

Preferred Skills:

• Experience conducting user research within a marketplace or e-commerce environment.

• Familiarity with data visualization tools and techniques for presenting research findings.

• Experience with agile development methodologies and integrating research within sprints.

• Understanding of SEO principles and their impact on user search behavior.

• Knowledge of sustainability-focused consumer behavior and ethical consumption trends.

📝 Enhancement Note: The "5+ years of experience" requirement, coupled with the responsibility to "operate at altitude," suggests that candidates should be prepared to discuss their contributions to strategic product roadmapping and business decision-making, not just tactical research execution. The emphasis on "coaching, upskilling or enabling non-researchers" is a critical differentiator for this role.

📊 Process & Systems Portfolio Requirements

Portfolio Essentials:

• A curated portfolio showcasing a range of end-to-end research projects, clearly demonstrating your role, methodologies used, and impact.

• Case studies that highlight your ability to conduct strategic discovery research, uncovering unmet needs and informing product strategy.

• Examples of concept testing and validation studies, illustrating how you've helped de-risk innovation and guide feature development.

• Demonstrations of usability testing projects, detailing your approach to identifying and resolving user experience issues.

• Evidence of your ability to translate complex qualitative and quantitative findings into clear, actionable insights for various stakeholders.

Process Documentation:

• Detailed descriptions of your research process, from initial problem definition and research design to data analysis and reporting.

• Examples of how you have adapted research methodologies to suit different project objectives, timelines, and resource constraints.

• Documentation of your approach to stakeholder management, including how you engage with and present findings to cross-functional teams and leadership.

• Evidence of your experience in coaching or enabling others in research practices, showing how you've fostered research skills within non-researcher roles.

• Illustrations of how you've synthesized findings from multiple research studies to build a holistic understanding of the customer journey.

📝 Enhancement Note: Given the role's emphasis on strategic research and enabling others, the portfolio should not only showcase individual research execution but also demonstrate strategic thinking, foresight in identifying research opportunities, and the ability to embed research practices within design teams. A strong emphasis on the impact of the research on business outcomes is crucial.

💵 Compensation & Benefits

Salary Range: Based on industry benchmarks for a Senior User Researcher in London with 5-10 years of experience, the estimated salary range is £65,000 - £90,000 per annum. This range accounts for the cost of living in London, the seniority of the role, and the specialized skills required in user research and customer journey mapping within the e-commerce/marketplace sector.

Benefits:

• Mission-Driven Work Environment: Opportunity to contribute to a company with a strong sustainability mission, making a tangible environmental impact.

• Hybrid Work Model: A flexible hybrid work environment, typically involving 3 days in the office and 2 days remote per week, with an additional remote work week per quarter.

• Flexibility: 3 additional "flex days" per quarter.

• Professional Development: Access to Employee Resource Groups (ERGs), mentorship programs, and opportunities for continuous learning.

• Inclusivity & Support: Comprehensive accessibility policies and cultural competency training, fostering a diverse and inclusive workplace.

• Standard benefits likely include: competitive pension contributions, health insurance, generous paid time off, and potential for performance-based bonuses.

Working Hours: The standard working hours are likely 40 hours per week. The hybrid model offers flexibility in terms of location, with 2 designated remote days and 3 flex days per quarter, allowing for a balance between in-office collaboration and focused remote work.

📝 Enhancement Note: The provided salary range is an estimate based on general market data for a Senior User Researcher in London. Actual compensation may vary depending on the candidate's specific experience, qualifications, and Back Market's internal compensation structure. The description explicitly mentions "benefits to match," implying a competitive package beyond the listed items.

🎯 Team & Company Context

🏢 Company Culture

Industry: The company operates in the E-commerce and Marketplace sector, specifically focusing on Refurbished Technology. This industry is characterized by rapid growth, innovation, and an increasing consumer focus on sustainability and value. Back Market's position as a Certified B Corp (scoring 93.2) highlights a strong commitment to social and environmental performance, accountability, and transparency.

Company Size: Back Market is a rapidly growing global company. While exact numbers fluctuate, it is considered a medium to large-sized enterprise, likely employing several hundred to over a thousand employees worldwide. This size offers the benefits of a structured organization with established processes, while still maintaining a dynamic and agile environment where individual contributions can have a significant impact.

Founded: Back Market was founded in 2014. This relatively young company has achieved significant global expansion, indicating a strong product-market fit, effective business strategy, and a culture that supports rapid scaling and innovation. The company's mission, "to do more with what we already have," is deeply embedded in its operations and brand identity, influencing its approach to technology, sustainability, and customer engagement.

Team Structure:

• The User Research function is described as "small but high-impact," suggesting a lean team that is highly integrated with product development.

• This Senior User Researcher will likely report into a Head of Research, UX Lead, or a Director of Product Design/UX.

• Collaboration is expected to be deeply cross-functional, working closely with Product Managers, Designers, Data Scientists, Marketing teams, and potentially Engineering leads.

Methodology:

• Data-Driven Decision Making: Insights derived from user research are pivotal in shaping product strategy, market positioning, and optimizing the customer experience at every stage.

• User-Centricity: A core tenet, with research aimed at understanding customer behaviors, motivations, and needs to ensure products and services resonate and perform well.

• Agile & Iterative Development: The role supports rapid product development cycles, with research informing quick validation of concepts and features.

• Sustainability Focus: Research will likely consider consumer attitudes towards sustainability and how Back Market's offering aligns with these values.

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

📝 Enhancement Note: Back Market's B Corp status and mission around sustainability are significant cultural drivers. Candidates should be prepared to articulate how their research approach can support these values and how they've driven impact in similar contexts. The "small but high-impact" nature of the research team suggests a need for strong self-starters and individuals who can champion research across the organization.

📈 Career & Growth Analysis

Operations Career Level: This role is positioned as a Senior User Researcher. This level typically signifies an individual contributor with deep expertise in user research methodologies, a proven ability to lead complex projects independently, and the capacity to influence strategic decisions. Senior researchers are expected to mentor junior team members, drive best practices, and contribute to the maturation of the research function.

Reporting Structure: The Senior User Researcher will likely report to a Research Lead or a Director of Product/UX. They will work closely with Product Managers and Design Leads, forming key partnerships within product development teams. The emphasis on "enabling" designers means they will have a dotted-line influence over how research is conducted by others, rather than direct managerial authority.

Operations Impact: The insights generated by this role are critical for shaping Back Market's product strategy, customer journey optimization, and market positioning. By understanding customer needs and behaviors, the Senior User Researcher directly impacts:

• Product Development: Guiding the creation of new features and improvements that meet user demands.

• Customer Acquisition & Retention: Optimizing the user experience to attract and retain customers in a competitive e-commerce landscape.

• Market Positioning: Informing how Back Market communicates its value proposition, particularly around sustainability and affordability.

• Business Growth: Directly contributing to user satisfaction, conversion rates, and overall platform success.

Growth Opportunities:

• Leadership in Research: Opportunity to shape the user research practice at Back Market, potentially leading to a Team Lead or Manager role as the function grows.

• Strategic Influence: Deep involvement in product strategy and business direction, providing exposure to high-level decision-making.

• Skill Expansion: Developing expertise in e-commerce, marketplace dynamics, and sustainable technology consumer behavior.

• Mentorship & Enablement: Honing coaching and training skills by upskilling designers and product managers in research methodologies.

• Cross-Functional Expertise: Gaining broad experience by collaborating across diverse teams (Product, Design, Marketing, Data).

📝 Enhancement Note: The "Senior" title and the responsibility for strategic research imply a role that is more than just executing studies. Candidates should highlight instances where their research has directly shaped strategy or led to significant business outcomes. The growth potential is likely tied to the expansion of the research function and the individual's ability to demonstrate leadership and strategic impact.

🌐 Work Environment

Office Type: Back Market offers a Hybrid work environment, blending in-office collaboration with remote flexibility. This model is designed to foster team cohesion and in-person brainstorming while allowing for focused work and better work-life balance. The company explicitly mentions 2 remote days per week, 1 remote week per quarter, and 3 flex days, indicating a structured yet adaptable approach to hybrid work.

Office Location(s): The role is based in London, United Kingdom. Specific details about the office location within London would typically be provided during the interview process, but it is expected to be a modern, collaborative workspace designed to support a hybrid team.

Workspace Context:

• Collaborative Spaces: The office environment likely features open-plan areas, meeting rooms, and breakout spaces designed to facilitate interaction and teamwork among product, design, and research professionals.

• Technology & Tools: Access to necessary research tools, software, and potentially dedicated research labs or equipment for conducting user testing (though much of this may also be done remotely).

• Team Interaction: The hybrid model encourages intentional in-office days for team syncs, workshops, brainstorming sessions, and relationship building, ensuring that remote team members remain connected.

• User-Centric Culture: The workspace and office design may reflect the company's commitment to user experience and innovation.

Work Schedule: The standard work schedule is likely 40 hours per week. The hybrid arrangement provides flexibility, with employees expected to be in the office for a portion of the week and able to work remotely for the remainder. This structure aims to balance the benefits of in-person collaboration with the advantages of remote work, supporting efficient research execution and work-life integration.

📝 Enhancement Note: The detailed description of the hybrid work model (2 remote days/week, 1 remote week/quarter, 3 flex days) suggests Back Market has a well-defined policy. Candidates should be comfortable with this structure and able to articulate how they thrive in such an environment.

📄 Application & Portfolio Review Process

Interview Process: While specific stages can vary, a typical interview process for a Senior User Researcher role at a company like Back Market might include:

• Initial Screening: A brief call with a Talent Acquisition specialist to assess basic qualifications, interest, and cultural fit.

• Hiring Manager Interview: A deeper dive with the hiring manager (e.g., Research Lead or Head of UX) to discuss experience, research philosophy, strategic thinking, and role expectations. This is often where the "operate at altitude" aspect is explored.

• Portfolio Review & Case Study Presentation: A dedicated session where the candidate presents selected research projects from their portfolio, demonstrating their process, insights, and impact. This may include a specific case study related to customer journey mapping or strategic discovery.

• Team Interviews: Meetings with key collaborators such as Product Managers, Designers, and potentially other researchers or data scientists to assess collaboration style, communication skills, and ability to integrate into the team.

• Skills Assessment/Challenge: Potentially a take-home assignment or a live exercise focused on research design, analysis, or problem-solving related to Back Market's context.

• Final Interview: A concluding discussion with a senior leader to ensure alignment on strategic vision and cultural fit.

Portfolio Review Tips:

• Curate Strategically: Select 3-4 impactful projects that best showcase your end-to-end research capabilities, strategic thinking, and impact on product/business decisions. Prioritize projects that align with Back Market's e-commerce/marketplace context, customer journey focus, and sustainability mission.

• Structure for Impact: For each project, clearly articulate the problem/opportunity, your research objectives, the methodologies employed (and why), your role and contributions, key findings, actionable insights, and the resulting impact (quantified where possible).

• Highlight Strategic Contributions: Emphasize how your research informed strategy, identified new opportunities, or influenced high-level product decisions, not just usability issues.

• Showcase Enablement Skills: If possible, include a project where you coached or enabled others in research, demonstrating your ability to scale research impact.

• Be Ready to Discuss: Prepare to discuss your process in detail, including challenges faced, trade-offs made (especially in resource-constrained environments), and how you adapted your approach.

• Tailor to Back Market: During your presentation, draw connections between your experience and Back Market's mission, industry, and customer base.

Challenge Preparation:

• Understand the Context: Research Back Market's business model, target audience, competitive landscape, and current initiatives (especially around sustainability and customer experience).

• Customer Journey Focus: Be prepared to discuss your approach to understanding and mapping complex customer journeys in an e-commerce context.

• Strategic Thinking: Anticipate questions about how you identify research opportunities, frame research questions at a strategic level, and translate insights into actionable business recommendations.

• Methodology Justification: Be ready to defend your choice of research methodologies based on specific research goals and constraints.

• Communication & Advocacy: Practice articulating your findings and advocating for user needs in a clear, concise, and persuasive manner, as if presenting to diverse stakeholders.

📝 Enhancement Note: The emphasis on "coaching, upskilling or enabling non-researchers" strongly suggests that the interview process will include specific questions or exercises designed to assess this capability. Candidates should be prepared to provide concrete examples of how they have successfully mentored or trained others in research.

🛠 Tools & Technology Stack

Primary Tools:

• Research Platforms: Familiarity with platforms for conducting online surveys, qualitative interviews, and usability testing (e.g., UserTesting.com, Lookback, Maze, Qualtrics, SurveyMonkey, Typeform).

• Data Analysis Software: Proficiency in tools for qualitative data analysis (e.g., Dovetail, NVivo, ATLAS.ti) and quantitative data analysis (e.g., SPSS, R, Python libraries like Pandas, statistical packages).

• Collaboration & Documentation: Tools like Miro, Figma, Confluence, Google Workspace, Notion for collaborative whiteboarding, documentation, and insight synthesis.

• Prototyping Tools: Basic understanding of tools like Figma, Sketch, or Adobe XD, as research often involves testing prototypes.

Analytics & Reporting:

• Web Analytics: Experience with tools like Google Analytics, Adobe Analytics to understand user behavior at scale and complement qualitative findings.

• Business Intelligence Tools: Familiarity with BI platforms (e.g., Tableau, Power BI, Looker) for accessing and interpreting broader business data related to user behavior and platform performance.

• Customer Data Platforms (CDPs): Understanding how CDPs consolidate customer data for richer insights.

CRM & Automation:

• CRM Systems: While not directly managing CRM, understanding how CRM data (e.g., Salesforce, HubSpot) can inform or be informed by user research is beneficial.

• Product Management Tools: Experience with tools like Jira, Asana, or Trello for understanding product roadmapping and development workflows.

📝 Enhancement Note: While specific tools are not listed, the role's focus on qualitative and quantitative research, strategic discovery, and customer journey mapping implies a need for a broad toolkit. Candidates should be ready to discuss their proficiency with common UX research and data analysis tools, and how they leverage them to drive insights.

👥 Team Culture & Values

Operations Values:

• Impact-Driven: A strong focus on delivering tangible results and making a meaningful impact, both on the business and the planet. This is deeply rooted in Back Market's mission.

• User-Centricity: Placing the customer at the heart of all product and business decisions, driven by a genuine desire to understand and serve user needs.

• Sustainability & Responsibility: A commitment to environmental consciousness and ethical business practices, reflected in the company's mission and B Corp status.

• Agility & Efficiency: Thriving in a fast-paced environment, adapting quickly to changing priorities, and finding efficient ways to achieve goals, especially when resources are constrained.

• Collaboration & Teamwork: A belief in collective success, encouraging open communication, knowledge sharing, and mutual support across teams.

Collaboration Style:

• Cross-Functional Integration: Researchers are expected to work seamlessly with Product Managers, Designers, Engineers, and Marketers, acting as a bridge between user needs and business objectives.

• Proactive Communication: A culture that values open dialogue, regular check-ins, and transparent sharing of insights and challenges.

• Research Enablement: A collaborative approach where researchers actively empower and mentor others to build research capabilities, fostering a shared understanding and responsibility for user insights.

• Feedback Culture: Encouraging constructive feedback loops to continuously improve research processes, product designs, and team collaboration.

• Knowledge Sharing: Active participation in sharing learnings, best practices, and research findings through internal presentations, documentation, and informal discussions.

📝 Enhancement Note: Back Market's B Corp status and mission are central to its culture. Candidates should be prepared to discuss how they align with and contribute to these values, particularly around sustainability and ethical practices, and how they foster a user-centric mindset within teams.

⚡ Challenges & Growth Opportunities

Challenges:

• Balancing Strategic vs. Tactical Research: Effectively managing time and resources to conduct both high-level strategic discovery and detailed tactical validation studies.

• Research Enablement at Scale: Successfully upskilling and empowering a diverse group of non-researchers to conduct quality research without diluting standards.

• Fast-Paced Environment: Navigating rapid product development cycles and resource constraints while ensuring research rigor.

• Synthesizing Complex Data: Integrating insights from various qualitative and quantitative sources, as well as broader business data, into cohesive narratives.

• Driving Action from Insights: Ensuring that research findings are not just delivered but actively understood and acted upon by stakeholders across the organization.

Learning & Development Opportunities:

• Deepen E-commerce Expertise: Gain specialized knowledge in user behavior, market dynamics, and optimization strategies within the refurbished tech and broader e-commerce sectors.

• Strategic Impact: Develop a stronger strategic influencing capability by contributing to higher-level product and business planning.

• Leadership in Research Enablement: Refine coaching, mentorship, and training skills, potentially becoming a key figure in scaling research competency across Back Market.

• Industry Exposure: Potentially attend relevant conferences or workshops focused on user research, e-commerce, or sustainability in technology.

• Career Progression: Path to Senior Lead Researcher, Research Manager, or specialized roles within product strategy or UX leadership as the research function matures.

📝 Enhancement Note: The "challenges" are framed as opportunities for growth. Candidates should demonstrate resilience and a proactive approach to problem-solving, highlighting how they've overcome similar obstacles in previous roles. The growth opportunities are tied to both individual skill development and the potential expansion of the research function.

💡 Interview Preparation

Strategy Questions:

• "Describe a time you led a strategic research initiative that significantly influenced product strategy or business direction. What was your process, what did you uncover, and what was the outcome?" (Focus on your ability to 'operate at altitude' and drive strategic impact.)

• "How would you approach understanding the end-to-end customer journey for Back Market? What methodologies would you prioritize, and how would you ensure your insights are actionable for different teams (product, marketing, customer support)?" (Demonstrate your expertise in customer journey mapping and cross-functional insight dissemination.)

• "Imagine you need to launch a new feature but have limited time and budget. How would you design a research plan to validate its core value proposition and identify critical usability issues efficiently?" (Showcase your ability to adapt methodologies to constraints and prioritize effectively.)

Company & Culture Questions:

• "Why Back Market? How does our mission around sustainability and refurbished tech resonate with you, and how do you see user research contributing to it?" (Show your understanding of the company's mission and values.)

• "How do you foster a user-centric mindset within teams that may not have a background in research?" (Relate this to your coaching experience and ability to influence others.)

• "Describe your experience working in a hybrid or remote-first environment. How do you ensure effective collaboration and communication with distributed teams?" (Address your comfort and strategies for hybrid work.)

Portfolio Presentation Strategy:

• Narrative Arc: Structure each case study with a clear beginning (problem/objective), middle (process/methodology), and end (findings/impact).

• Quantify Impact: Whenever possible, use metrics to demonstrate the success of your research (e.g., improved conversion rates, reduced support tickets, increased user satisfaction scores).

• Highlight Strategic Insights: Emphasize how your research identified unmet needs, informed strategic decisions, or opened up new opportunities.

• Showcase Collaboration: Mention how you worked with cross-functional teams and stakeholders to ensure buy-in and actionability of your insights.

• Address Enablement: If you have projects where you trained or mentored others, highlight this as evidence of your ability to scale research impact.

• Be Prepared for Questions: Anticipate questions about your methodology choices, challenges faced, alternative approaches, and the business implications of your findings.

📝 Enhancement Note: Given the role's emphasis on strategic research and enablement, expect interviewers to probe deeply into your ability to influence without direct authority and to translate complex user needs into actionable business strategies. Your portfolio presentation should clearly demonstrate these capabilities.

📌 Application Steps

To apply for this Senior User Researcher position:

• Submit your application through the provided link on Ashby HQ.

• Portfolio Customization: Carefully select 3-4 of your most impactful user research projects that best demonstrate your expertise in customer journey mapping, strategic discovery, and end-to-end research execution. Tailor your portfolio presentation to highlight how your experience aligns with Back Market's mission, e-commerce focus, and sustainability values.

• Resume Optimization: Update your resume to prominently feature your 5+ years of relevant experience, specific research methodologies employed, and quantifiable achievements. Ensure keywords like "user research," "customer journey," "qualitative," "quantitative," "strategic discovery," and "research enablement" are naturally integrated.

• Interview Preparation: Thoroughly research Back Market's business, mission, and recent activities. Prepare specific examples for common interview questions, especially those related to strategic thinking, problem-solving, and coaching non-researchers. Practice articulating your insights and their impact clearly and concisely.

• Company Research: Deeply understand Back Market's positioning as a marketplace for refurbished tech and its commitment to sustainability and its B Corp status. Prepare to discuss how your research skills can support these core aspects of the company's identity and business objectives.

⚠️ 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.