Job Description

The Senior UX Researcher (Product Insights) uncovers the why behind user behaviour and turns it into insights that shape product and design decisions. The role sits within the Data & Insights team and works closely with Product, Design, Product Marketing, Product Analytics, Customer Success and Support.

This is a senior individual-contributor role with a high degree of ownership. It needs someone who can independently set research priorities, establish research processes and lead high-impact studies from start to finish.

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.