ZEISS is technology and innovation. Founded in Germany in 1846, ZEISS is an internationally leading technology enterprise operating in the optics and optoelectronics industries across 50 countries.

As a company wholly owned by a foundation, ZEISS is committed to responsibility in all its activities. As a pioneer in scientific optics, its employees across the globe continue to push the boundaries of what is possible. With a strong focus on quality and innovation, ZEISS creates value for its customers and helps shape new ways of seeing the world.

We’re looking for a UX Researcher to join us in Castiglione Olona, Italy.

At ZEISS Vision Care Italy, our dedicated Omnichannel Customer Experience team plays a key role in understanding customer needs, measuring satisfaction and continuously improving the experience we deliver to our customers, including eye care professionals.

Working collaboratively across the business, the team combines customer insights, research and a human-centred approach to drive meaningful improvements across both digital and traditional customer touchpoints.

Your Role

As a UX Researcher, you will play an important role in shaping and enhancing the customer experience by understanding customer behaviour, analysing feedback and translating research findings into actionable business insights.

Working closely with the Head of Omnichannel Customer Experience and colleagues across the organisation, you will help develop our Voice of the Customer programme, measure customer satisfaction and support the continuous improvement of our customer journeys.

The role of UX Researcher will involve:

• Leading UX research activities, designing and conducting qualitative and quantitative research, including customer surveys, interviews, usability testing, focus groups and workshops to better understand customer needs and behaviours.
• Measuring and analysing customer satisfaction, monitoring key metrics including NPS, CES and CSI, applying statistical techniques and using tools such as Power BI to identify trends, evaluate feedback and uncover opportunities for improvement.
• Translating research into actionable insights, developing clear reports, presenting findings and working with stakeholders across Marketing, Sales, Customer Care, IT and Digital to turn customer feedback into meaningful improvements.
• Supporting customer journey optimisation, developing customer personas, mapping customer journeys and identifying opportunities to enhance the omnichannel experience, including digital platforms and customer self-service solutions.
• Championing human-centred thinking, collaborating across functions to promote Design Thinking methodologies, facilitate workshops and ensure customer needs remain central to business decisions and digital development projects.

Your Experience

• A degree in Psychology, Sociology, Statistics, Communication Sciences or a related discipline, combined with approximately 1–2 years of experience in UX Research, customer insights, market research or a similar analytical role.
• A strong understanding of qualitative and quantitative research methodologies, including survey design, sampling techniques, statistical analysis and the interpretation of customer feedback.
• Experience analysing data and translating research findings into meaningful recommendations, with knowledge of customer satisfaction metrics and tools such as Power BI.
• An understanding of customer journey mapping, personas, user behaviour and human-centred design principles, ideally gained within a B2C, B2B or B2B2C environment.
• Excellent communication, interpersonal and organisational skills, with the ability to collaborate across departments, manage priorities and communicate complex findings clearly. Fluency in both Italian and English is essential.

It would be desirable if you had:

• Experience with Voice of the Customer platforms or survey tools such as Qualtrics or Medallia, alongside knowledge of statistical analysis tools such as R.
• Familiarity with Design Thinking methodologies and collaborative tools such as Miro, together with basic knowledge of Figma for making simple changes to existing prototypes or mock-ups.
• Previous involvement in digital customer experience, omnichannel initiatives, usability research or projects focused on improving customer self-service solutions.

Your Benefits

If you join ZEISS, you will have access to a range of benefits, including:

• A hybrid working model offering flexibility between office-based and remote working.
• Subsidized canteen
• Bonus based on performance, production and attendance
• Welfare benefits

Role Details

Location: Castiglione Olona, Italy.

Working model: The role will initially require an on-site induction period of approximately 1–2 months to support onboarding, training and integration into the team. Following this, you will benefit from a hybrid working arrangement of three days on-site and two days working remotely.

Salary: €30,000 - £35,000 gross per annum (RAL), dependent on experience.

You will join a collaborative, specialist Customer Experience team with the opportunity to develop your expertise, contribute to international projects and progressively take ownership of end-to-end UX research activities.

Apply now to take the next step in joining ZEISS, where you can push technological boundaries, shape markets and contribute to the advancement of society.

Your ZEISS Recruiting Team: