Senior UX Researcher

About the Role

The Senior UX Researcher (Product Insights) uncovers the why behind user behaviour and transforms it into insights that influence product and design decisions. This role is situated within the Data & Insights team, collaborating closely with Product, Design, Product Marketing, Product Analytics, Customer Success, and Support.

This is a senior individual-contributor position that requires a high degree of ownership. The ideal candidate will be capable of independently setting research priorities, establishing research processes, and leading high-impact studies from inception to completion.

Key Responsibilities

• Research strategy and operations: Define and maintain the research toolkit, ensure a central research repository with a consistent tagging taxonomy, manage participant recruitment, ensure GDPR-compliant consent processes, and implement repeatable research workflows.
• Design partnership and usability testing: Act as a dedicated research partner to Design. Conduct usability, concept, and prototype tests throughout the design process, and integrate evidence on navigation, information architecture, and cross-product consistency into design decisions.
• End-to-end research: Plan and execute generative and evaluative studies on high-priority questions, ranging from discovery research for significant 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 conduct effective customer conversations and lightweight usability sessions.
• Qualitative analysis: Analyze customer conversations, interview transcripts, surveys, and feedback to identify recurring themes, pain points, and unmet needs.
• Voice of the customer: Integrate signals from support tickets, review sites, NPS/CSAT verbatims, and churn feedback to create a comprehensive view of user needs.
• Mixed-methods synthesis: Collaborate with Product Analytics to merge behavioural data (usage, adoption, engagement, retention) with attitudinal data (interviews, surveys) for a thorough understanding of user behaviour.
• Insights to action: Transform findings into prioritized opportunities, personas, Jobs-to-be-Done, and journey maps. Communicate insights through clear, compelling storytelling to stakeholders, including senior leadership.

Requirements

• 5+ years of experience in UX research, preferably in B2B SaaS.
• Proven experience in 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 foundation in survey statistics.
• Ability to independently prioritize research 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 demonstrating research that shaped product decisions and resulted in measurable outcomes.

Preferred Qualifications

• Experience in EdTech, L&D, or content-authoring tools.
• Experience researching AI-powered product features and utilizing AI tools responsibly to enhance 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.