Senior User Researcher (Customer Journey) in London

Hi, we're Back Market. We're here to help make tech reliable, affordable, and better than new. We're a global marketplace for refurbished devices, helping lower our collective environmental impact by providing trustworthy, affordable tech with 92% less carbon emissions than new. Our mission is simple: to do more with what we already have.

About The Role

We are seeking a Senior User Researcher to join our small but high-impact User Research function, at the forefront of ensuring our offering resonates with consumers and is aligned with market trends. You will be responsible for leading research on our Customer Journey Scope, from shaping strategic understanding of our market and customers, to testing new concepts and validating ideas, to embedding research practices within our design teams. Your insights will be pivotal in shaping every stage of the product development lifecycle — from guiding new product strategy and informing market positioning, to refining designs and optimizing the post-launch experience for our customers.

Your Mission (if you accept it):

• Strategic Research: Lead exploratory and strategic research studies to build deep understanding of our customers, their behaviours, motivations and unmet needs, and the broader market landscape. Leverage both qualitative and quantitative data sources to surface compelling narratives that inform product strategy and business direction.
• Concept & Idea Testing: Drive research at the innovation and ideation stages, designing and executing studies to evaluate new concepts, features and value propositions early in the development cycle, helping the team move fast with confidence.
• Research Execution: Get your hands dirty designing and running high-quality research studies across the full customer journey — from discovery through to post-launch — using the right methodology for the right question. Distill complex findings into clear, actionable insights for stakeholders at all levels.
• Designer Coaching & Research Enablement: Play a key role in building research capability across our product teams by coaching designers to plan and run effective usability testing. You'll help them develop the skills, judgment and confidence to integrate user insights into their day-to-day work, fostering a culture of curiosity and user-centricity.

You are in the right place if:

• You have 5+ years of experience in User Research or an adjacent field, with a strong track record of leading research across the full product lifecycle — from strategic discovery to usability validation.
• You have extensive experience leading qualitative and quantitative research studies end-to-end, using methodologies including qualitative depth interviews, surveys, interviews, diary studies, and statistical analysis.
• You have solid experience designing and executing research to inform both product and marketing/strategic decisions - you're comfortable operating at altitude as well as in the detail.
• You have experience coaching, upskilling or enabling non-researchers (e.g. designers, PMs) to conduct research — you know how to share the craft without compromising quality.
• You have excellent communication skills and empathy, enabling you to effectively advocate for users and make insights land with stakeholders at all levels.
• You possess a balance of technical research skills, business acumen, stakeholder management and communication skills.
• You are a team player who enjoys bringing others along in the research journey and championing a user-centric mindset across the business.
• You thrive in dynamic environments where opportunities are endless and time/resources are constrained.
• Experience with consumer research in a marketplace or e-commerce context is a strong plus.

Why should you join us?

At Back Market, we're committed to hiring and supporting diverse teams of people from all backgrounds, experiences, and perspectives — it's one of the reasons we're such a high-scoring certified B Corp company (93.2).

Benefits

• A mission driven work environment where your day to day makes an impact on the planet.
• Hybrid work environment, with 2 remote days a week and 1 remote work week per quarter, plus 3 flex days.
• Employee Resource Groups, including mentorship programs, comprehensive accessibility policies, and cultural competency training.

At Back Market, we strive to create a workplace that embodies the world we're trying to change. We've embedded our diversity, equity, and inclusion principles into our DNA — from dedicated staff to employee resource groups to our company values.

We know that the perfect background for a role doesn't mean the perfect fit — we encourage you to apply for a role even if you think you may not have all the qualifications.

If reasonable accommodations are needed for the interview process, please do not hesitate to discuss this with the Talent Acquisition Team.