Senior User Researcher

Sitting within the User Experience team, this role will lead our research capability as the expert in understanding users, forming a cornerstone of our product insights, enabling confident, evidence-based product decisions. You will plan and run end-to-end research, expand how we test, and have a passion for being the voice of the user. Working in a friendly product team, you’ll be supported by product designers and a product analyst, turning evidence into clear actionable insights for the wider team.

Responsibilities

• Lead the planning and delivery of user research, generating high-quality insights that directly influence product decision-making.
• Own and expand our experimentation framework – evolving and modernising the ways we test (including forming partnerships with our trusted customers and third parties), and mentoring colleagues to contribute effectively to research activities, building a culture of obtaining feedback and evidence.
• Spearhead the execution of our research activities by conducting first-hand user research and overseeing other studies, ensuring findings are drawn from a range of end-user groups and markets.
• Champion and facilitate next-gen product design by enabling the team to test rapidly and move at pace, while staying on top of industry trends, emerging patterns, and competitor approaches in AI and conversational UX.
• Create modern, innovative approaches to understanding personas and segmenting users, working in partnership with other functions to pioneer new methods to capture diverse behaviours, contexts and needs.
• Shape how qualitative research integrates into the product insights team, combining user evidence with quantitative data to ensure decision-making is fully supported.
• Lead the analysis of evidence from multiple sources into clear, actionable findings, connecting insights across user types, studies, and markets while recognising research as one part of a wider picture.
• Own our research repository, ensuring outputs are accessible, reusable, and visible across the business, and work directly with research counterparts in partner organisations to share resources and insights for a joint understanding of end-users.
• Lead the creation and delivery of compelling research playbacks and highlight reels, using strong storytelling to bring user evidence to life for teams and stakeholders, raising the quality and impact of how insights are shared.
• Present research outcomes in concise, compelling ways, tailoring the level and format of information to the right audience at the right time, enabling stakeholders to act with confidence, and educating the wider business.

Essential

• Experience creating experimentation frameworks and user testing plans, working alongside product managers and designers.
• Experience planning and conducting qualitative research, as well as training other team members to conduct their own interviews and usability testing.
• Experience setting up and maintaining a research repository, making outputs easy to find and reuse.
• Experience combining qualitative evidence with quantitative inputs from analytics teams.
• Experience creating research playbacks and highlight reels, with a strong passion for storytelling.
• Comfortable working at pace in a product-led environment, and taking work from problem statement to outcome with minimal guidance.

Desirable

• Interest in AI products and emerging patterns in the wider industry.
• Experience researching conversational interfaces or chat-based journeys.
• Experience working with partner or customer organisations to run and share research findings.
• Familiarity with accessibility considerations.

Studies have shown that women and people who are disabled, LGBTQ+, neurodiverse or from ethnic minority backgrounds are less likely to apply for jobs unless they meet every single qualification and criteria. We’re committed to building a diverse, inclusive, and authentic workplace where everyone can be their best, so if you’re excited about this role but your past experience doesn’t align perfectly with every requirement on the Job Description, please apply anyway - you may just be the right candidate for this or other roles in our wider team.

Salary and Benefits

• Salary between £55,000 - £65,000 depending on experience.
• Medicash healthcare scheme (reclaim costs for dental, physiotherapy, osteopathy and optical care).
• Life Insurance scheme.
• 25 days holiday + bank holidays + your birthday off (rising to 28 after 3 consecutive years with the business & 30 after 5 years).
• Employee Assistance Programme (confidential counselling).
• Gogeta nursery salary sacrifice scheme (save up to 40% per year).
• Enhanced parental leave and pay including 26 weeks' full maternity pay and 8 weeks' paternity leave.