Job Description
UX Researcher
Department: Product Usability
Employment Type: Full Time
Location: Sofia/Plovdiv
Reporting To: Head of User Research
Compensation: €35,000 - €44,500 / year
Reward Gateway, part of Edenred, is a global leader in benefits and employee engagement. We help businesses attract, engage, and retain top talent through strategic reward, recognition, and well-being solutions.
Guided by our shared missions - ‘Making the World a Better Place to Work’ and ‘Enriching Connections, For Good’ - we’re committed to transforming workplaces and improving people’s daily lives.
Our team embodies entrepreneurial spirit, innovation, and respect. We push boundaries, speak up, and stay human, fostering a culture where imagination thrives.
Your Role in our Mission:
We're growing our research capability and looking for a UX Researcher to join us as we build it. You will not inherit a polished playbook; you will help write it!
Reward Gateway partners with over 4,000 companies across 23 countries. We serve more than 8 million users globally. As part of the wider Edenred network, which serves over 2 million corporate clients across 45 countries, we sit inside one of the largest engagement and benefits ecosystems in the world.
Our customers compare us against alternatives every week. This role is here to strengthen customer understanding that shapes what we build and how we improve it.
This is a qualitative research role. You will work with numbers where they're relevant (surveys, on-site feedback, behavioural signals), but the work centres on understanding customer behaviour, motivations and needs through qualitative methods.
How we work:
- A few principles you will hear repeated:
- User Experience research happens before we build, not after. We figure out what problem we're solving, get the evidence behind it, and pass it on. Decisions get made on what customers do and need.
- Experiments come after research, not instead of it. Live tests are for validating that something works at scale. They don't tell you whether you're building the right thing in the first place.
- We work alongside product teams to get the right answers about customer experience at the right time. The job is to understand which questions to ask, when and how and make the answers useful.
- Things get checked with customers before they're built. What we learn gets shared across the organisation so it's available the next time it's needed.
Some of your responsibilities & core duties will include:
- Run intake of research requests, reframing questions and matching the right method to the problem
- Lead generative and evaluative research across products (interviews, usability evaluations, surveys, on-site feedback) supporting product teams to drive product improvements for the best possible customer experience
- Run B2B interviews and qualitative research across the customer base
- Develop a framework for continuous discovery as the function matures
- Triangulate research findings with other insights from across the business
- Tag and store findings in our research repository so they are findable, reusable and connected to the broader picture
- Help build out the operational foundations of the research function.
- Mentor and support researchers as the team grows
The experience and key skills you will have:
- Applied UX research experience in a digital product environment
- Strong command of both generative and evaluative methods, with a clear sense of the value each brings
- A genuine instinct to reframe solution led requests into problem led research questions
- Comfort with ambiguity and the kind of curiosity that helps products be great
- Confident writing research plans and discussion guides and presenting findings to stakeholders up to board level in a way that holds their attention
- The ability to write findings that get read: clear, specific, tied to a decision, free of jargon
- Plain communication. You can explain a method to a designer, a finding to a senior commercial stakeholder, and a roadblock to an engineer and all three will know what to do next
- Collaborative by default. You build relationships across teams and bring people with you from question to insight to decision
Nice to have (but not essential):
- B2B or B2B2C experience, especially in HR tech, employee benefits, fintech or related domains
- Experience with Jobs to be Done as a working framework
- Familiarity with research repository tools (Hey Marvin, Dovetail, or similar)
- Comfortable working with numbers in spreadsheets (you've used Excel before and aren't put off by it)
- Exposure to commercial frameworks
- A degree in HCI, cognitive science, psychology, anthropology, social sciences, humanities, or a related field — or the equivalent in applied practice
- If you want to join a function being built from the ground up and you are willing to do the unglamorous foundational work to make that real, read on.
Who you will report to:
You will report to the Head of UX Research, a thought partner on methodology, framing and stakeholder dynamics. You will work alongside designers and product teams day to day and feed into what the product creation process looks like as it evolves.
The interview process:
- Phone screen with a member of the Talent Acquisition team
- First-stage interview with Talent Acquisition
- Second-stage interview with the Head of UX Research
- Third-stage task and interview with the Directors of Product, UX Research, and Design
Be comfortable. Be you.
At Reward Gateway, we want all of our employees to feel comfortable bringing their passion, creativity, and individuality to work. We value all cultures, backgrounds and experiences, as we truly believe that diversity drives innovation. Express yourself, join our community and help us Make the World a Better Place to Work.
We hire BETTER.
From perks to people, our BETTER approach to hiring earns us more trust, happier people, and more world-class talent that helps us to make the world a better place to work. Find out more about Reward Gateway's approach to benefits, equality, talent, technology, empathy, and what you’ll get in return for joining our Mission at
rg.co/lifeatrg
