UX Researcher (Greater London)

Responsibilities:

• User Research & Discovery:
• Plan and conduct qualitative and quantitative research to explore user needs, expectations, and behaviors in loyalty programs.
• Lead usability testing, stakeholder interviews, diary studies, surveys, and heuristic evaluations.
• Identify friction points in loyalty experiences across platforms (web, mobile, app, email).

Insights & Analysis:

• Synthesize research findings into actionable insights and user personas.
• Work with CX, product, and MarTech teams to validate and prioritize user experience opportunities.
• Translate complex user feedback into journey maps, empathy maps, and UX recommendations.

Cross-functional Collaboration:

• Collaborate with product managers, UX/UI designers, MarTech consultants, data analysts, and loyalty strategists.
• Integrate user insights into campaign strategies, personalization tactics, and customer journeys powered by MarTech platforms.
• Support loyalty program design from discovery to delivery, ensuring a user-centered approach.

Measurement & Iteration:

• Partner with analytics teams to align behavioral data with research findings.
• Advocate for continuous learning and optimization through test-and-learn methods and iterative design cycles.

Qualifications:

• 3–6 years of experience in UX research, CX, or human-centered design, ideally in digital marketing or customer loyalty environments.
• Strong understanding of UX research methods (qualitative and quantitative).
• Experience working on customer-facing digital products, services, or loyalty programs.
• Familiarity with user research tools (e.g., UserTesting, Optimal Workshop, Dovetail, Maze).
• Excellent storytelling, documentation, and stakeholder communication skills.