UX & Customer Insights Researcher

What you’ll be doing

• • Plan and run customer research — including usability testing, customer interviews, concept testing, and surveys — across both UX, marketing and commercial briefs.
  • Support early-stage discovery — explore unmet needs and behaviours to inform product design, value propositions, and future innovations.
  • Conduct commercial and campaign research — test messaging, evaluate product ranges, and explore peak customer behaviours to support go-to-market strategy.
  • Optimise content and CRM communications — assess how well our emails, web and app content meet customer expectations and suggest improvements.
  • Collaborate across teams — work with designers, product managers, category leads, and marketers to shape ideas and make customer data accessible.
  • Champion the customer perspective — ensure the voice of the customer is present throughout the design and delivery process.
  • Enable others — provide upskilling, guidance and light support to stakeholders conducting smaller-scale research, helping to build research literacy across teams.
  • Maintain research tooling and documentation — support operational excellence by keeping resources like templates, libraries and recruitment processes up to date.

What you’ll bring

• • Over 4 years hands-on experience running UX and/or market research across digital journeys and product experiences.
  • Familiarity with both qualitative and quantitative methods, from depth interviews to surveys and analytics-informed research.
  • Strong ability to translate findings into clear, actionable recommendations for diverse audiences.
  • Comfortable collaborating with Product, Design, Commercial, and Marketing teams on varied research needs.
  • Experience working with research platform tools such as UserTesting, and Typeform or similar.
  • A structured approach to organising projects, timelines and documentation.
  • A user-first mindset and genuine enthusiasm for solving real customer problems.

You’ll do well here if you

• • Like solving real customer and business problems with practical insight
  • Know how to adapt your approach to different audiences (e.g. Product vs Marketing)
  • Enjoy working at pace and aren’t afraid to experiment with new ways of working
  • Can confidently switch from deep research to quick ad hoc tests
  • Get a kick out of seeing your work influence product ranges, campaigns or content
  • Are confident conducting interviews & presenting findings to a large audience of stakeholders

What success looks like

• • Research shapes commercial and marketing decisions
  • Insights are used regularly by cross-functional teams
  • Campaigns and ranges perform better with insight behind them
  • Teams feel supported and confident doing more research themselves