Lead UX Researcher in London

Join our dynamic team at Chase UK, where we create customer‑centric products to tackle real‑world challenges. We value collaboration, curiosity, and commitment, fostering an environment that nurtures skills and potential. Our diverse team, with backgrounds from top tech giants and FinTech innovators, works cross‑functionally with autonomy. We seek intellectually curious, compassionate team members eager to expand their skills in an exciting new venture. If you're ready to be part of this innovative journey, we encourage you to apply.

As the Lead UX Researcher within our team, you will play a critical part in establishing the processes and best practices for User Research going forward. You will work closely with the product design team to establish a best‑in‑class Research practice and set us up for success as we grow the business. You will demonstrate the value of UX research and how it can be leveraged to inform strategic decision‑making. Day‑to‑day, you will collaborate with stakeholders of all levels across Design, Product, Content, and Engineering, impacting all stages of product development. You will create customer‑led experiences to build useful, usable, and delightful products. You will explore user behaviours and motivations by conducting primary research such as field studies, interviews, diary studies, participatory workshops, ethnography, and usability testing, and work closely with teams analysing behavioural/app data.

Required Qualifications, Capabilities And Skills

• Lead user research across a number of product areas, working closely with Design, Content, Product and Engineering.
• Work with stakeholders to identify and prioritise research opportunities in a fast‑paced, rapidly changing environment.
• Lead and advise on the overall user research strategy for the business.
• Conduct end‑to‑end UX research on multiple aspects of products and experiences, including both generative and evaluative research topics.
• Empower and assist Designers in conducting their own qualitative research, ensuring that research plans follow established best practice and meet our high standards.
• Understand and incorporate complex technical and business requirements into research.
• Provide guidance on how to use user research insights and data to inform decision‑making.
• Communicate findings and recommendations to the organisation, tailoring your communication style as needed for Design/Product/Engineering stakeholders.
• Implement and develop best practices, research methodologies and frameworks to drive efficiency across the organisation.
• Set up tooling and operational processes needed to run user research effectively.
• Be an advocate for the customer and foster a shared understanding of a customer first approach in the organisation.

Job Requirements

• Hands‑on experience as a UX Researcher in a B2C product environment.
• Experienced in a wide range of exploratory and evaluative qualitative research methods in product and/or service development.
• Extensive experience in designing and executing user research studies from conception to completion.
• In‑depth understanding of user experience best practices and experience in defining best practices for others.
• Passionate about deepening our knowledge of customers and championing their needs.
• Excellent critical‑thinking and problem‑solving skills and solid communication and interpersonal skills.
• Ability to communicate research insights and recommendations effectively to stakeholders across different product areas and levels of seniority.
• Ability to thrive in a fast‑paced, collaborative environment where priorities and strategies can change rapidly.
• Skilled at developing effective and collaborative working relationships with peers, managers and other internal or external stakeholders.
• Experience in establishing scalable participant recruitment strategies including onboarding participants and managing privacy/legal requirements.
• Experience of working with full‑service research agencies and participant recruitment agencies.
• Proficiency with use of research tools such as User Testing, Maze and Optimal Workshop.

Preferred Qualifications, Capabilities And Skills

• Bachelor’s degree in HCI, Human Factors, Cognitive Psychology, Sociology, Anthropology or related fields or equivalent professional experience.
• B2B experience.

We recognise that our people are our strength and the diverse talents they bring to our global workforce are directly linked to our success. We are an equal opportunity employer and place a high value on diversity and inclusion at our company. We do not discriminate on the basis of any protected attribute, including race, religion, colour, national origin, gender, sexual orientation, gender identity, gender expression, age, marital or veteran status, pregnancy or disability, or any other basis protected under applicable law. We also make reasonable accommodations for applicants’ and employees’ religious practices and beliefs, as well as mental health or physical disability needs.