Lead UX Researcher - NonVolume

Company description

Location: London (hybrid working 3 office days per week)

Employment Type: Permanent, full time

Additional Benefits: Annual Bonus, Cash-Car Allowance & Private Medical Insurance

Think the AA is just about roadside assistance? Think again.

For over a century, we've been evolving and adapting. Today, as the nation's leading motoring organisation, we offer a wide range of products and services to millions of customers. From roadside assistance to home and motor insurance, and the latest driving technologies, we have it all. As we continue to expand, diversify, and modernise, joining us as a Lead UX Researcher means you'll play a crucial role in our success and be part of this exciting motoring journey.

Our Chief Operating Office (COO) are the backbone of The AA, providing both stability and structure to support growth and innovation. We are the drivers of change.

#LI-Hybrid

This is the job

Join us at The AA’s Digital team, where innovation meets a customer-first mindset.

We’re on a mission to create exceptional digital experiences that truly resonate with our customers. As our Lead UX Researcher , you’ll play a pivotal role in shaping the future of our digital products across Sales, Servicing, and App.

Reporting to the Head of Research and Design, you’ll define research strategies, deliver high-level insights, and champion a user-centred approach across the organisation. This is an opportunity to influence company-wide UX strategy and mentor others in research and design excellence.

What will I be doing?

• Define and implement research strategies using a variety of methods.
• Deliver strategic insights that shape business and product decisions.
• Optimise the use of UX research tools such as UserTesting.com, Optimal Workshop, Hotjar, Miro, and Jira.
• Act as a thought leader in user-centred design, influencing strategy and mentoring team members.
• Lead large-scale research projects and guide teams in best practices.
• Communicate findings effectively to influence stakeholders and drive alignment.
• Use research to inform and shape business and product strategy.

What do I need?

• Leadership & Mentorship: Proven experience mentoring or managing researchers/designers, fostering growth and knowledge sharing.
• Research Expertise: Deep experience in qualitative and quantitative methods, defining strategies, and delivering actionable insights.
• Stakeholder Influence: Exceptional ability to build trust, manage challenging stakeholders, and demonstrate the value of research to influence decisions.
• Strategic Thinking: Skilled at connecting research findings to business and product strategy, influencing senior-level decisions.
• Communication & Collaboration: Outstanding communication skills to present compelling narratives and align diverse teams.
• Commercial & Tool Proficiency: Strong commercial awareness and proficiency with UX research tools (e.g., UserTesting.com, Optimal Workshop, Hotjar, Miro, Jira).

Additional information

We’re always looking to recognise and reward our employees for the work they do. As a valued member of The AA team, you’ll have access to a range of benefits including:

• 25 days annual leave plus bank holidays + holiday buying scheme
• Worksave pension scheme with up to 7% employer contribution
• Free AA breakdown membership from Day 1 plus 50% discount for family and friends
• Discounts on AA products including car and home insurance
• Employee discount scheme that gives you access to a car salary sacrifice scheme plus great discounts on healthcare, shopping, holidays and more
• Company funded life assurance
• Diverse learning and development opportunities to support you to progress in your career
• Dedicated Employee Assistance Programme and a 24/7 remote GP service for you and your family

Plus, so much more!

We’re an equal opportunities employer and welcome applications from everyone. The AA values diversity and the difference this brings to our culture and our customers. We actively seek people from diverse backgrounds to join us and become part of an inclusive company where you can be yourself, be empowered to be your best and feel like you truly belong. We have five communities to bring together people with shared characteristics and backgrounds and drive positive change.

#LI-HH