Senior UX Researcher

Key responsibilities

* Research strategy and operations: Define and maintain the research toolkit, a central research repository with a consistent tagging taxonomy, participant recruitment, GDPR-compliant consent processes and repeatable research workflows.

* Design partnership and usability testing: Act as a dedicated research partner to Design. Run usability, concept and prototype tests throughout the design process, and bring evidence on navigation, information architecture and cross-product consistency into design decisions.

* End-to-end research: Plan and run generative and evaluative studies on high-priority questions, from discovery research for major roadmap initiatives to usability testing of key flows before and after launch.

* Research enablement: Design unbiased research questions, interview guides and feedback frameworks. Coach Product Managers, Product Marketing Managers, Customer Success and Support teams to run effective customer conversations and lightweight usability sessions.

* Qualitative analysis: Analyse customer conversations, interview transcripts, surveys and feedback to find recurring themes, pain points and unmet needs.

* Voice of the customer: Bring together signals from support tickets, review sites, NPS/CSAT verbatims and churn feedback into one view of user needs.

* Mixed-methods synthesis: Work with Product Analytics to combine behavioural data (usage, adoption, engagement, retention) with attitudinal data (interviews, surveys) into a full understanding of user behaviour.

* Insights to action: Turn findings into prioritised opportunities, personas, Jobs-to-be-Done and journey maps. Communicate them through clear, compelling storytelling to stakeholders, including senior leadership.

Requirements

* 5+ years of experience in UX research, preferably in B2B SaaS.

* Proven experience building or establishing a research practice independently, including tools, processes and repositories.

* Strong mixed-methods expertise:

* user interviews, moderated and unmoderated usability testing, concept testing, contextual inquiry, diary studies and survey design

* thematic analysis and affinity mapping

* Experience partnering closely with product designers: testing prototypes, and informing information architecture and interaction design through methods such as card sorting and tree testing.

* Comfort working with product analytics and a solid grounding in survey statistics.

* Ability to prioritise research independently and influence Product and Design decisions with minimal supervision.

* Excellent communication and storytelling skills, with experience presenting to senior stakeholders.

* Experience coaching non-researchers to conduct research effectively.

* Sound knowledge of research ethics and GDPR-compliant handling of participant data.

* A portfolio of case studies showing research that shaped product decisions and led to measurable outcomes.

Preferred qualifications

* Experience in EdTech, L&D or content-authoring tools.

* Experience researching AI-powered product features, and using AI tools responsibly to speed up analysis and synthesis.

* Experience researching multi-product or platform experiences.

* Familiarity with tools such as Dovetail or Condens, Maze or UserTesting, Qualtrics or Typeform, Mixpanel, Figma and Miro.