User Researcher (Senior)

Accountabilities: Plan and conduct continuous discovery research, including customer interviews, stakeholder interviews, contextual fieldwork, and context mapping. Design and facilitate moderated and unmoderated usability testing on prototypes to identify usability issues and friction points before development. Analyze and synthesize qualitative research data into clear, prioritized, actionable recommendations for Service Designers and product leadership. Develop user personas, experience metrics, and customer journey insight frameworks to support product and service decisions. Manage the complete research process, including participant recruitment, research planning, discussion guides, fieldwork coordination, and insight documentation. Present research findings to diverse audiences, including senior stakeholders and professionals without a research background, building understanding and support for user-centered decisions. Collaborate closely with Service Designers, Product Managers, and strategy teams to ensure research insights influence product direction and service design. Contribute evidence and recommendations to product prioritization, strategic planning, and investment decisions. Engage with customers and stakeholders across the UK and US to understand their needs, behaviors, and operational contexts. Requirements: Proven professional experience as a User Researcher, with a strong track record of conducting both generative and evaluative research in complex product environments. Strong qualitative research expertise, including designing and leading in-depth interviews, contextual inquiries, and diary studies. Practical experience with moderated and unmoderated usability testing methodologies. Ability to synthesize large volumes of qualitative information into clear, structured, and actionable insights. Excellent communication and presentation skills, with the ability to explain research findings persuasively to non-research audiences and senior stakeholders. Experience working collaboratively in cross-functional teams alongside designers, Product Managers, and strategy professionals. Strong organizational skills and the ability to manage research activities independently, from planning through delivery. Nice to have: Experience in B2B SaaS, enterprise software, or products involving complex operational environments. Nice to have: Familiarity with automotive retail, dealership operations, or related service industries. Nice to have: Proficiency with research and collaboration tools such as Dovetail, UserTesting, Figma, Miro, or Confluence. Nice to have: Knowledge of quantitative research methods to complement qualitative research. Nice to have: Experience contributing to product roadmap prioritization through research insights. Benefits: Fully remote work arrangement. Health and dental insurance. Meal and food allowances. Childcare assistance. Extended parental leave. Wellhub (Gympass) and TotalPass partnerships for fitness and wellbeing. Profit-sharing program (PLR). Life insurance. Access to a continuous learning platform. Partnerships with online learning platforms and professional development resources. Language-learning platform. Employee discount program. Free online platform focused on physical health, mental wellbeing, and overall quality of life. Pregnancy and responsible parenting courses. Access to dedicated Health and Wellbeing support, inclusion specialists, and affinity groups. Support and reasonable accommodations throughout the recruitment and employment journey for professionals with disabilities. Salary and specific compensation details are not disclosed in the original listing.