The Senior UX Researcher (Product Insights) uncovers the why behind user behaviour and turns it into insights that shape product and design decisions. The role sits within the Data & Insights team and works closely with Product, Design, Product Marketing, Product Analytics, Customer Success and Support.

This is a senior individual-contributor role with a high degree of ownership. It needs someone who can independently set research priorities, establish research processes and lead high-impact studies from start to finish.

Key responsibilities

• Research strategy and operations: Define and maintain the research toolkit, a central research repository with a consistent tagging taxonomy, participant recruitment, GDPR-compliant consent processes and repeatable research workflows.

• Design partnership and usability testing: Act as a dedicated research partner to Design. Run usability, concept and prototype tests throughout the design process, and bring evidence on navigation, information architecture and cross-product consistency into design decisions.

• End-to-end research: Plan and run generative and evaluative studies on high-priority questions, from discovery research for major 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 run effective customer conversations and lightweight usability sessions.

• Qualitative analysis: Analyse customer conversations, interview transcripts, surveys and feedback to find recurring themes, pain points and unmet needs.

• Voice of the customer: Bring together signals from support tickets, review sites, NPS/CSAT verbatims and churn feedback into one view of user needs.

• Mixed-methods synthesis: Work with Product Analytics to combine behavioural data (usage, adoption, engagement, retention) with attitudinal data (interviews, surveys) into a full understanding of user behaviour.

• Insights to action: Turn findings into prioritised opportunities, personas, Jobs-to-be-Done and journey maps. Communicate them through clear, compelling storytelling to stakeholders, including senior leadership.

Requirements

• 5+ years of experience in UX research, preferably in B2B SaaS.

• Proven experience 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 grounding in survey statistics.

• Ability to prioritise research independently 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 showing research that shaped product decisions and led to measurable outcomes.

Preferred qualifications

• Experience in EdTech, L&D or content-authoring tools.

• Experience researching AI-powered product features, and using AI tools responsibly to speed up 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.