Senior UX Researcher

📍 Job Overview

Job Title: Lead UX Researcher

Company: Hiscox

Location: Lisbon, Portugal / York, United Kingdom

Job Type: Full time

Category: User Experience Research / Product Operations

Date Posted: 2026-09-02

Experience Level: Mid-Senior Level (implied by "Senior/Lead" and "Significant experience")

Remote Status: Hybrid

🚀 Role Summary

• Lead UX research strategy and execution across multiple product, service, and transformation domains to ensure data-driven decision-making.

• Drive research maturity and embed insight-led approaches within the Technology function, supporting Hiscox's 2030 transformation strategy.

• Conduct complex qualitative and quantitative research, synthesizing findings into actionable insights for senior stakeholders.

• Mentor and upskill UX designers and other team members in research methodologies and best practices.

• Contribute to the development of a customer-centric and efficient operational environment through deep user understanding.

📝 Enhancement Note: This role, while titled "UX Researcher," has significant overlap with operations functions, particularly in how it influences product and service delivery, drives efficiency through understanding user (customer, broker, employee) journeys, and supports large-scale transformation initiatives. The "Lead" aspect implies a strategic contribution to operations processes and standards.

📈 Primary Responsibilities

• Define and champion the research strategy, aligning it with overarching business objectives, product roadmaps, and the Hiscox 2030 transformation program.

• Shape problem framing and identify critical research questions that guide teams toward solving high-value user and business problems.

• Advise and guide cross-functional teams on the appropriate application and timing of research methodologies to maximize impact.

• Lead the end-to-end execution of complex qualitative and quantitative research initiatives, from planning and recruitment to analysis and reporting.

• Synthesize diverse research findings into clear, compelling, and actionable insights that directly inform strategic prioritization and solution design.

• Facilitate insight playback sessions and alignment workshops with senior leadership and diverse stakeholder groups to foster shared understanding and drive consensus.

• Establish, maintain, and evolve shared research standards, best practices, tools, and centralized repositories to ensure consistency and scalability.

• Advocate for and implement inclusive, ethical, and accessible research practices to ensure representation and usability across all user segments.

• Mentor and coach UX designers, product managers, and other team members to enhance their research capabilities and promote a culture of continuous learning.

• Collaborate closely with product management, design, engineering, and business stakeholders to ensure research insights are effectively integrated into the product development lifecycle and transformation efforts.

📝 Enhancement Note: The responsibilities emphasize strategic leadership and operational impact, moving beyond individual research execution to influencing organizational processes and decision-making. This includes setting standards, mentoring, and aligning research with broader business transformation goals.

🎓 Skills & Qualifications

Education:

• Bachelor's or Master's degree in Human-Computer Interaction (HCI), Psychology, Sociology, Anthropology, Information Science, or a related field, or equivalent practical experience. Experience:

• 5-10 years of progressive experience in User Experience (UX) research roles, with a proven track record of leading research initiatives.

• Demonstrable experience conducting research across complex digital products, services, or enterprise platforms.

• Substantial experience within regulated environments, such as financial services or insurance, is highly advantageous.

• Experience supporting or driving large-scale business transformation programs. Required Skills:

• Research Strategy Development: Ability to define and articulate a research vision aligned with business objectives and product strategy.

• Qualitative Research Expertise: Mastery of methods such as user interviews, usability testing, ethnographic studies, diary studies, and contextual inquiry.

• Quantitative Research Application: Proficiency in applying methods like surveys, A/B testing analysis, and data analysis to complement qualitative findings.

• Insight Synthesis & Storytelling: Skill in translating complex data into clear, compelling, and actionable insights presented through effective narratives.

• Stakeholder Management & Influence: Proven ability to build relationships, communicate effectively with senior leaders, and influence strategic decisions.

• Facilitation & Workshop Design: Expertise in designing and leading workshops for problem framing, insight sharing, and collaborative decision-making.

• Mentoring & Coaching: Experience guiding and developing junior researchers or cross-functional team members.

• Ethical and Inclusive Research: Commitment to and practical application of ethical guidelines and inclusive design principles in research.

Preferred Skills:

• Experience with research operations (ResearchOps) principles and practices.

• Familiarity with data analysis tools and techniques for quantitative insights.

• Knowledge of agile development methodologies and how UX research integrates within them.

• Experience in the insurance or financial services industry.

📝 Enhancement Note: The emphasis on "significant experience," "leading research direction," and "strategic influence" suggests a role that requires not just execution but also the ability to shape the research function and its impact on business outcomes. Experience in regulated environments is highlighted as advantageous, implying a need for rigorous, compliant research practices.

📊 Process & Systems Portfolio Requirements

Portfolio Essentials:

• Case Studies of Impact: Showcase 3-5 detailed case studies demonstrating end-to-end research projects. Each case study should clearly articulate the business problem, research objectives, methodologies employed, key findings, insights generated, and the tangible impact on product, service, or business outcomes.

• Strategic Research Planning: Examples of research strategy documents, roadmaps, or prioritization frameworks that illustrate how research efforts were aligned with business goals and transformation initiatives.

• Insight Communication: Demonstrations of how complex insights were synthesized and communicated to diverse audiences, including senior stakeholders (e.g., executive summaries, presentation decks, interactive reports).

• Methodological Breadth: Evidence of applying a range of qualitative and quantitative research methods, with clear justification for method selection based on research questions and business context.

• Process Improvement Contributions: Examples of how research contributed to improving internal processes, such as refining user journeys, enhancing operational efficiency, or informing technology adoption.

Process Documentation:

• Research Process Frameworks: Documented examples of standardized research processes, templates, or playbooks that can be shared and adopted across teams.

• Insight Repository Contributions: Showcase contributions to or development of systems for storing, organizing, and accessing research findings and insights to build organizational knowledge.

• Methodology Evolution: Evidence of establishing or evolving research standards, tools, or best practices within an organization to improve the efficiency and effectiveness of research delivery.

📝 Enhancement Note: For a "Lead" UX Researcher role, a portfolio is critical. It should not only showcase research execution but also strategic thinking, the ability to influence, and contributions to operationalizing research within an organization, especially in a transformation context. The focus should be on impact and strategic alignment.

💵 Compensation & Benefits

Salary Range:

• Based on Hiscox's presence in both Lisbon and York, and the "Senior/Lead" nature of the role, the salary range is estimated.

• Lisbon, Portugal: For a Lead UX Researcher with significant experience, a competitive salary would likely range from €50,000 to €75,000 annually, depending on experience and specific responsibilities. This is informed by industry benchmarks for senior UX roles in major European tech hubs and considering the cost of living in Lisbon.

• York, United Kingdom: For a similar role in York, the annual salary range is estimated to be between £60,000 and £85,000. This estimation considers UK market rates for senior UX research positions, regional salary variations within the UK, and the company's standing.

• These ranges are estimates and may vary based on individual qualifications, negotiation, and the final scope of responsibilities. Benefits:

• Performance Bonus: A discretionary bonus scheme, indicating a performance-driven culture.

• Contributory Pension: A company-supported pension plan for long-term financial security.

• Annual Leave: 25 days of annual leave, providing ample time for rest and personal pursuits.

• Hiscox Days: An additional 2 paid days off specific to Hiscox, enhancing work-life balance.

• Paid Sabbatical: A unique offering of a 4-week paid sabbatical for every 5 years of service, encouraging long-term employee retention and well-being.

• Private Medical Insurance: Comprehensive private medical coverage for the employee and their family, ensuring access to quality healthcare.

• Hybrid Working Model: Flexibility to balance office and remote work, with team-defined schedules to support personal work-life balance.

• Professional Development: Opportunities for continuous learning and growth within a transforming organization.

Working Hours:

• The standard working hours are approximately 40 hours per week, typical for a full-time role.

• The hybrid working model allows for flexibility in managing these hours, with team-based agreements on office attendance.

📝 Enhancement Note: The salary ranges are estimates based on typical market rates for a Lead UX Researcher in these locations and the implied experience level. The benefits package is particularly strong, with the sabbatical and hybrid working model being significant draws for candidates focused on work-life balance and long-term career satisfaction.

🎯 Team & Company Context

🏢 Company Culture

Industry: Insurance (specialty lines), Financial Services. Hiscox operates in a highly regulated industry, requiring a strong emphasis on data integrity, compliance, customer trust, and robust operational processes.

Company Size: Hiscox is a significant global insurer, suggesting a complex organizational structure with multiple departments and a substantial employee base (likely exceeding 1,000 employees, based on typical insurance firms of this scale). This size implies a need for scalable solutions and standardized processes.

Founded: Hiscox was founded in 1901, indicating a long-standing history and established presence in the market. This longevity suggests a culture that balances tradition with innovation, particularly given their current transformation journey.

Team Structure:

• Technology Function: The role sits within Hiscox's Technology function, which is a key enabler of the company's strategic goals. This function is responsible for designing, building, and maintaining technology solutions.

• Transformation Focus: The role is deeply embedded within a significant "Technology Transformation" program, crucial for Hiscox's 2030 strategy, focusing on modernization, efficiency, and customer-centricity.

• Cross-Functional Collaboration: The Lead UX Researcher will work across various domains, collaborating with Product, Service, and Transformation teams, as well as potentially Business units, to ensure research insights are integrated.

• Mentorship Role: The position includes mentoring UX designers and potentially others, suggesting a team structure that values knowledge sharing and capability building.

Methodology:

• Insight-Led Decision-Making: A core tenet of the role is embedding insight-led decision-making into daily delivery, moving away from assumptions towards evidence-based strategies.

• Agile & Transformation: Research methodologies will need to integrate with agile delivery cycles and support the broader objectives of the technology transformation.

• Customer-Centricity: A primary driver for research is to understand and improve customer, broker, and employee journeys, ensuring solutions are user-focused.

• Data-Driven Approach: While qualitative in nature, the role also involves quantitative methods and synthesizing findings to drive strategic, data-informed decisions.

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

📝 Enhancement Note: Hiscox's industry (specialty insurance) and its current transformation phase are critical context. The role is not just about user research but about driving operational improvements and strategic change within a regulated, established financial institution. The "Technology Transformation" is a key driver, making this role pivotal in shaping future operations.

📈 Career & Growth Analysis

Operations Career Level: This role represents a senior/lead position within the User Experience discipline, with significant influence over operational strategies related to product and service development. It's a critical bridge between user understanding and business execution, contributing directly to the efficiency and effectiveness of Hiscox's transformation initiatives. It implies a level of autonomy and strategic input typically found in individual contributor roles with significant impact or early-stage management.

Reporting Structure:

• Likely reports to a Head of UX, Director of Product, or a senior leader within the Technology Transformation Office.

• Will work closely with Product Managers, UX Designers, Service Designers, Business Analysts, and other stakeholders across various transformation initiatives and product domains.

• The role involves mentoring UX designers and potentially other team members, indicating a leadership capacity without direct line management responsibilities in this specific title. Operations Impact:

• Efficiency Gains: By grounding decisions in user evidence, the role aims to reduce rework, improve adoption rates of new digital services, and optimize user flows, leading to operational efficiencies.

• Customer Satisfaction & Retention: Deep understanding of customer and broker journeys can lead to improved product-market fit, higher satisfaction, and ultimately, better customer retention and loyalty.

• Transformation Acceleration: The research directly supports the "Technology Transformation" by providing critical user insights needed for digital trading, augmented underwriting, and automation initiatives.

• Risk Mitigation: In a regulated industry, understanding user needs and potential usability issues helps mitigate risks associated with product launches and process changes.

Growth Opportunities:

• Strategic Leadership: Potential to grow into a Head of UX or ResearchOps leadership role, shaping the entire research function and its strategic direction within Hiscox.

• Domain Specialization: Opportunity to become a deep subject matter expert in specific Hiscox business domains (e.g., underwriting, claims, digital customer portals).

• Transformation Leadership: Move into broader program management or strategic initiative leadership roles within the Technology Transformation Office, leveraging research expertise to drive change.

• Cross-Functional Expertise: Develop a strong understanding of adjacent operational areas like product management, business analysis, and digital strategy.

• Skill Development: Continuous learning in advanced research methodologies, data analytics, and emerging technologies relevant to the insurance sector.

📝 Enhancement Note: This role is positioned as a key driver of operational excellence and transformation. The growth path extends beyond pure UX research into strategic operations leadership, program management, and deep domain expertise within the insurance industry.

🌐 Work Environment

Office Type: Hiscox offers a hybrid working model. This implies a mix of in-office collaboration and remote work, with teams determining their specific in-office days. The office environment is likely designed to foster collaboration, innovation, and social connection, balancing the need for focused work with team interaction.

Office Location(s): The role is advertised for both Lisbon, Portugal, and York, United Kingdom. Candidates can likely be based in either location, with the expectation of attending an office periodically as defined by their team's hybrid policy. This offers geographical flexibility within specified regions.

Workspace Context:

• Collaborative Spaces: Offices will likely feature meeting rooms, breakout areas, and open-plan spaces conducive to team discussions, brainstorming sessions, and informal knowledge sharing crucial for research synthesis and strategy development.

• Technology Enabled: As part of a technology transformation, expect modern office technology, reliable internet, and access to necessary collaboration tools (e.g., video conferencing, digital whiteboards).

• Operations Team Interaction: Opportunities to regularly interact with UX designers, product managers, and other members of the technology and transformation teams, facilitating seamless integration of research into workflows.

• Hybrid Work Support: Tools and policies will be in place to support effective collaboration between remote and in-office team members, ensuring all voices are heard.

Work Schedule:

• A standard 40-hour work week is typical.

• The hybrid model provides flexibility, allowing individuals and teams to establish schedules that balance personal needs with operational requirements, ensuring coverage and collaboration opportunities. This flexibility is beneficial for deep work required in research analysis and synthesis.

📝 Enhancement Note: The hybrid model is a key feature, emphasizing flexibility and work-life balance, which is a significant draw for many professionals. The dual locations offer candidates choice, but the hybrid nature means they must be comfortable with a mix of remote and office-based work as dictated by their specific team.

📄 Application & Portfolio Review Process

Interview Process:

• Initial Screening: Likely a brief call with HR or a recruiter to assess basic qualifications, interest, and cultural fit.

• Hiring Manager Interview: A deeper dive into experience, research philosophy, and strategic thinking with the direct hiring manager. Expect discussions around how you've led research, handled complex problems, and influenced stakeholders.

• Portfolio Review & Presentation: A dedicated session where candidates present selected case studies from their portfolio. This is a critical stage to assess practical skills, communication ability, and the impact of their work. Expect to discuss your process, the insights you derived, and the outcomes.

• Team/Stakeholder Interviews: Interviews with peers (e.g., UX Designers, Product Managers) and senior stakeholders (e.g., Directors, Heads of Department) to evaluate collaboration style, ability to integrate insights, and overall team fit.

• Final Interview/Offer: A concluding discussion, potentially with a more senior leader, to finalize the decision and discuss terms.

Portfolio Review Tips:

• Focus on Impact: For each case study, clearly articulate the business problem, your role, the research conducted, the key insights, and the measurable impact or outcome. Quantify wherever possible (e.g., "led to a 15% increase in conversion," "reduced support tickets by 20%").

• Demonstrate Strategic Thinking: Show how your research aligned with business goals or transformation objectives. Explain why you chose certain methods and how your insights influenced strategic decisions, not just tactical ones.

• Highlight Leadership & Mentorship: Include examples of how you've guided teams, established standards, or mentored others in research practices.

• Showcase Methodological Breadth: Present a mix of qualitative and quantitative work, explaining the rationale behind your choices.

• Storytelling: Structure your presentations as compelling narratives. Clearly articulate the problem, your journey to find a solution (through research), and the successful resolution or learning.

• Prepare for Questions: Be ready to discuss challenges encountered, how you navigated them, and what you would do differently.

Challenge Preparation:

• Research Scenario: You might be given a hypothetical problem or a brief about a Hiscox product/service and asked to outline a research approach, identify key questions, or propose methodologies.

• Insight Synthesis: You could be presented with sample research data (e.g., interview transcripts, survey results) and asked to synthesize key insights and recommendations.

• Stakeholder Communication: Prepare to discuss how you would communicate complex research findings to non-research audiences, such as senior executives or product teams.

• Process Improvement: Be ready to discuss how you would approach improving research maturity or establishing research standards within an organization.

📝 Enhancement Note: The portfolio review is paramount. Candidates should select case studies that demonstrate strategic leadership, impact on business outcomes, and experience within complex or regulated environments. The interview process will likely assess not only research skills but also strategic influence and collaboration capabilities.

🛠 Tools & Technology Stack

Primary Tools:

• Research Platforms: Tools for conducting usability testing, surveys, and remote interviews (e.g., UserTesting.com, Maze, Lookback, SurveyMonkey, Qualtrics).

• Collaboration & Whiteboarding: Digital tools for brainstorming, synthesis, and workshop facilitation (e.g., Miro, Mural).

• Prototyping/Design Tools (for understanding): Familiarity with tools used by designers to understand prototypes and user flows (e.g., Figma, Sketch, Adobe XD).

• Data Analysis Software: Tools for analyzing qualitative data (e.g., Dovetail, NVivo) and potentially quantitative data (e.g., Excel, SPSS, R, Python basics).

Analytics & Reporting:

• Business Intelligence Tools: Familiarity with how data is visualized and reported within Hiscox (e.g., Tableau, Power BI) to understand how research insights can be integrated with broader business metrics.

• Web Analytics: Understanding of tools like Google Analytics to contextualize user behavior on digital platforms.

CRM & Automation:

• CRM Systems: While not a direct user, understanding how CRM data (e.g., Salesforce) might inform customer segmentation or provide context for research.

• Workflow Tools: Awareness of project management and workflow tools (e.g., Jira, Confluence) to understand how research integrates into development pipelines.

📝 Enhancement Note: While the role is research-focused, a Lead UX Researcher must be proficient with a range of research tools and have a strong understanding of how their insights integrate with broader business intelligence, product development workflows, and CRM data. Familiarity with tools used in a "Technology Transformation" context is also beneficial.

👥 Team Culture & Values

Operations Values:

• Customer-Centricity: A deep commitment to understanding and serving the needs of customers, brokers, and employees, ensuring all decisions are user-informed.

• Data-Driven Decision-Making: Emphasizing evidence over assumption, using insights from research to guide strategy, product development, and process optimization.

• Collaboration & Inclusion: Fostering a collaborative environment where diverse perspectives are valued, and cross-functional teams work together effectively.

• Continuous Improvement & Innovation: A drive to constantly refine processes, explore new solutions, and embrace change, particularly within the context of the ongoing transformation.

• Ethical Practice: Upholding high ethical standards in research, data handling, and interactions with users and colleagues.

Collaboration Style:

• Cross-Functional Integration: Actively engaging with Product, Design, Technology, and Business stakeholders to ensure research is integrated seamlessly into their workflows and decision-making processes.

• Insight Sharing & Workshops: Regularly facilitating sessions to share findings, align teams on user needs, and collaboratively problem-solve.

• Mentorship & Upskilling: A proactive approach to sharing knowledge and enhancing the research capabilities of colleagues across different disciplines.

• Feedback Culture: Openness to giving and receiving constructive feedback to continuously improve research practices and project outcomes.

📝 Enhancement Note: The company's stated focus on "customer-centricity," "insight-led decision-making," and "transformation" strongly shapes the expected culture. A Lead UX Researcher will thrive in an environment that values evidence, collaboration, and continuous improvement, with a strong ethical compass.

⚡ Challenges & Growth Opportunities

Challenges:

• Driving Organizational Change: Shifting established mindsets and embedding insight-led decision-making across a large, historically-grounded organization undergoing transformation.

• Balancing Competing Priorities: Navigating the demands of multiple product domains, transformation initiatives, and stakeholder needs, requiring strong prioritization skills.

• Researching in a Regulated Environment: Ensuring research practices meet compliance requirements while still being agile and effective.

• Sustaining Research Maturity: Continuously evolving research standards and practices to keep pace with organizational growth and technological advancements.

• Demonstrating ROI: Clearly articulating the value and return on investment of UX research to stakeholders who may not be familiar with its impact.

Learning & Development Opportunities:

• Advanced Research Methodologies: Opportunities to deepen expertise in cutting-edge qualitative and quantitative research techniques, including mixed-methods approaches.

• Industry Expertise: Gaining in-depth knowledge of the specialty insurance market, its unique user needs, and regulatory landscape.

• Transformation Program Insights: Direct involvement in a major strategic transformation offers exposure to large-scale change management, program governance, and strategic planning.

• Leadership Development: Opportunities to hone leadership, mentoring, and stakeholder influence skills, potentially paving the way for future leadership roles.

• Cross-Functional Skill Building: Learning from experts in product management, engineering, data science, and business strategy within Hiscox.

📝 Enhancement Note: The challenges are typical for a senior role in a large, transforming organization, particularly in a regulated sector. The growth opportunities are substantial, offering a path for career advancement into leadership, specialized expertise, or broader strategic roles.

💡 Interview Preparation

Strategy Questions:

• "Describe a time you developed a research strategy for a complex product or transformation initiative. How did you align it with business goals?" (Prepare to discuss your process, key considerations, and how you measured success.)

• "How do you approach problem framing for research? Can you give an example of how you helped a team define the right research questions?" (Focus on collaboration, user-centricity, and business impact.)

• "Imagine you need to influence a senior stakeholder who is resistant to user research. How would you approach this to gain their buy-in and support?" (Demonstrate your stakeholder management and communication skills, perhaps using a past experience.) Company & Culture Questions:

• "What do you know about Hiscox and the insurance industry? How do you see UX research contributing to our transformation goals?" (Research Hiscox's recent news, transformation strategy, and the role of technology in insurance.)

• "How would you foster a culture of insight-led decision-making within a team or across departments?" (Discuss your strategies for sharing insights, running workshops, and embedding research into workflows.)

• "Given our hybrid working model, how would you ensure effective collaboration and research delivery?" (Talk about your experience with remote collaboration tools and strategies for hybrid team dynamics.) Portfolio Presentation Strategy:

• Select for Impact & Strategy: Choose 2-3 case studies that best showcase your leadership, strategic thinking, and measurable impact, ideally from complex or regulated environments.

• Structure Your Narrative: For each case study, clearly outline: The Business Problem/Opportunity, Your Role & Responsibilities, Research Questions/Objectives, Methodology (and why), Key Findings, Actionable Insights, Recommendations, and the Outcome/Impact.

• Quantify Results: Wherever possible, use data to demonstrate the success of your research (e.g., improvements in conversion rates, task success, user satisfaction scores, cost savings).

• Be Ready for Deep Dives: Anticipate questions about your process, challenges, trade-offs, and how you would adapt your approach to different scenarios.

• Showcase Mentorship: If possible, include an example of how you've mentored or upskilled others in research.

📝 Enhancement Note: Preparation should focus on demonstrating strategic thinking, leadership, and the ability to drive impact in a complex, regulated environment. Highlighting experience with transformation initiatives and stakeholder influence will be key.

📌 Application Steps

To apply for this Lead UX Researcher position:

• Submit your application through the provided link on the Hiscox careers portal.

• Customize Your Resume: Tailor your resume to highlight experience in leading UX research, strategic planning, stakeholder management, and working within regulated industries or transformation programs. Use keywords from the job description, such as "research strategy," "qualitative and quantitative methods," "insight synthesis," and "transformation."

• Curate Your Portfolio: Select your strongest case studies that demonstrate end-to-end research leadership, strategic influence, and measurable impact. Ensure each case study clearly outlines the problem, your process, insights, and outcomes. Prepare to present these compellingly.

• Research Hiscox: Thoroughly research Hiscox, its business, its transformation strategy (Hiscox 2030), and the insurance industry. Understand their customer base (customers, brokers) and their technological ambitions.

• Prepare for Hybrid Collaboration: Be ready to discuss your experience and approach to working effectively in a hybrid environment, including collaboration tools and strategies for maintaining team cohesion.

• Practice Your Presentation: Rehearse your portfolio presentation and answers to common interview questions, focusing on clear communication, strategic thinking, and demonstrating your leadership potential.

⚠️ 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.