Lead User Researcher

Overview

Location: Greater London, England, United Kingdom; Type: Full Time. Our Client is looking for an experienced Lead User Researcher to join their Digital Customer Experience team. In this role, you’ll drive user insight initiatives, guide research strategy within Agile product teams, and help shape high‑impact digital journeys across web and mobile platforms. You will play a key part in embedding a strong research culture and elevating customer experience across the organization.

What You’ll Do

• Lead user research efforts to analyze, define, and improve end‑to‑end digital journeys across multiple channels.
• Plan and conduct a wide range of research activities, including usability testing, field studies, card sorting, tree testing, ethnography, diary studies, and surveys.
• Advocate for the customer voice in strategic discussions, ensuring insights guide prioritization and design decisions.
• Enhance research operations and promote best‑in‑class research practices across teams.
• Champion AI‑driven research tools and analytics integrations to increase efficiency, quality, and insight scalability.
• Ensure accessibility, inclusivity, and representation are central to all digital experiences.

What You’ll Bring

• Proven experience leading user research for large‑scale digital products across web and native applications.
• Expert knowledge of qualitative and quantitative research methods and behavioral research techniques.
• Strong proficiency with research tools such as in‑person lab testing platforms, Usertesting, UserZoom, Optimal Workshop, and similar systems.
• Ability to integrate behavioral analytics (e.g., Adobe Analytics, Contentsquare) with qualitative insights for evidence‑based recommendations.
• Excellent storytelling, stakeholder management, and influencing skills, with resilience in fast‑paced environments.