Senior UX Researcher

<p style="min-height:1.5em">The Senior UX Researcher (Product Insights) uncovers the <em>why</em> behind user behaviour and turns it into insights that shape product and design decisions. The role sits within the Data &amp; Insights team and works closely with Product, Design, Product Marketing, Product Analytics, Customer Success and Support.</p><p style="min-height:1.5em">This is a senior individual-contributor role with a high degree of ownership. It needs someone who can independently set research priorities, establish research processes and lead high-impact studies from start to finish.</p><p style="min-height:1.5em"></p><h2><strong><u>Key responsibilities</u></strong></h2><ul style="min-height:1.5em"><li><p style="min-height:1.5em"><strong>Research strategy and operations:</strong> Define and maintain the research toolkit, a central research repository with a consistent tagging taxonomy, participant recruitment, GDPR-compliant consent processes and repeatable research workflows.</p></li><li><p style="min-height:1.5em"><strong>Design partnership and usability testing:</strong> Act as a dedicated research partner to Design. Run usability, concept and prototype tests throughout the design process, and bring evidence on navigation, information architecture and cross-product consistency into design decisions.</p></li><li><p style="min-height:1.5em"><strong>End-to-end research:</strong> Plan and run generative and evaluative studies on high-priority questions, from discovery research for major roadmap initiatives to usability testing of key flows before and after launch.</p></li><li><p style="min-height:1.5em"><strong>Research enablement:</strong> Design unbiased research questions, interview guides and feedback frameworks. Coach Product Managers, Product Marketing Managers, Customer Success and Support teams to run effective customer conversations and lightweight usability sessions.</p></li><li><p style="min-height:1.5em"><strong>Qualitative analysis:</strong> Analyse customer conversations, interview transcripts, surveys and feedback to find recurring themes, pain points and unmet needs.</p></li><li><p style="min-height:1.5em"><strong>Voice of the customer:</strong> Bring together signals from support tickets, review sites, NPS/CSAT verbatims and churn feedback into one view of user needs.</p></li><li><p style="min-height:1.5em"><strong>Mixed-methods synthesis:</strong> Work with Product Analytics to combine behavioural data (usage, adoption, engagement, retention) with attitudinal data (interviews, surveys) into a full understanding of user behaviour.</p></li><li><p style="min-height:1.5em"><strong>Insights to action:</strong> Turn findings into prioritised opportunities, personas, Jobs-to-be-Done and journey maps. Communicate them through clear, compelling storytelling to stakeholders, including senior leadership.</p></li></ul><h2><strong><u>Requirements</u></strong></h2><ul style="min-height:1.5em"><li><p style="min-height:1.5em">5+ years of experience in UX research, preferably in B2B SaaS.</p></li><li><p style="min-height:1.5em">Proven experience building or establishing a research practice independently, including tools, processes and repositories.</p></li><li><p style="min-height:1.5em">Strong mixed-methods expertise:</p><ul style="min-height:1.5em"><li><p style="min-height:1.5em">user interviews, moderated and unmoderated usability testing, concept testing, contextual inquiry, diary studies and survey design</p></li><li><p style="min-height:1.5em">thematic analysis and affinity mapping</p></li></ul></li><li><p style="min-height:1.5em">Experience partnering closely with product designers: testing prototypes, and informing information architecture and interaction design through methods such as card sorting and tree testing.</p></li><li><p style="min-height:1.5em">Comfort working with product analytics and a solid grounding in survey statistics.</p></li><li><p style="min-height:1.5em">Ability to prioritise research independently and influence Product and Design decisions with minimal supervision.</p></li><li><p style="min-height:1.5em">Excellent communication and storytelling skills, with experience presenting to senior stakeholders.</p></li><li><p style="min-height:1.5em">Experience coaching non-researchers to conduct research effectively.</p></li><li><p style="min-height:1.5em">Sound knowledge of research ethics and GDPR-compliant handling of participant data.</p></li><li><p style="min-height:1.5em">A portfolio of case studies showing research that shaped product decisions and led to measurable outcomes.</p><p style="min-height:1.5em"></p></li></ul><h2><strong><u>Preferred qualifications</u></strong></h2><ul style="min-height:1.5em"><li><p style="min-height:1.5em">Experience in EdTech, L&amp;D or content-authoring tools.</p></li><li><p style="min-height:1.5em">Experience researching AI-powered product features, and using AI tools responsibly to speed up analysis and synthesis.</p></li><li><p style="min-height:1.5em">Experience researching multi-product or platform experiences.</p></li><li><p style="min-height:1.5em">Familiarity with tools such as Dovetail or Condens, Maze or UserTesting, Qualtrics or Typeform, Mixpanel, Figma and Miro.</p></li></ul>