User Experience Researcher

Senior UX Researcher

Location: London

Working pattern: Hybrid – 3 days in the office / 2 days remote

Level: Senior Individual Contributor

The Opportunity

Trust in SODA is partnering with a well-established consumer organisation that is making a significant investment in its digital products and customer experience.

With a large existing customer base and strong brand presence, the business is evolving how customers interact with its products and services, with digital becoming an increasingly important part of the overall customer experience.

As part of this transformation, the organisation is continuing to build out its Product and Design capability and is looking for a Senior UX Researcher to ensure genuine customer insight plays a central role in what gets built.

This is an opportunity to join at an interesting stage of that journey, where there are established products and customers but also significant scope to shape new digital propositions and experiences.

The Role

This is a hands-on Senior UX Research position with the opportunity to influence products from their earliest stages.

You'll work closely with Product Designers, Product Managers, Engineers, Data teams and senior stakeholders to understand customer behaviour, uncover unmet needs and help teams make better product decisions.

Crucially, this isn't simply about testing products once they've already been designed.

You'll be involved much earlier in the process – helping teams understand what they should build, why they should build it and what customers actually need.

You'll work across a broad range of customer-facing digital challenges, spanning existing products, new propositions and emerging digital experiences.

What You'll Be Doing

You'll lead research across key areas of the digital experience, from early discovery and proposition development through to usability testing and optimisation.

You'll be responsible for:

• Leading end-to-end UX research across multiple digital products and initiatives
• Planning and conducting qualitative and quantitative research
• Running customer interviews, usability testing, concept testing and discovery research
• Understanding customer behaviours, motivations, needs and pain points
• Identifying unmet customer needs and potential product opportunities
• Testing new propositions and concepts before significant investment is made
• Working closely with Product and Design to influence product strategy and roadmaps
• Helping teams define the right research questions and methodologies
• Synthesising complex research into clear, actionable insights
• Communicating findings to Product, Design, Engineering and senior leadership
• Combining research with behavioural and product data to build a deeper understanding of customers
• Helping establish research standards, processes and best practice as the Product and Design function grows

New Products & Personalisation

A particularly interesting part of the role will be supporting the development of new and more personalised digital experiences.

The organisation is exploring how technology, customer insight and data can create more relevant experiences for individual customers and open up opportunities for new products and services.

Research will play an important role in shaping these propositions.

You'll investigate how customers interact with new digital experiences, what creates trust, what information they find valuable and how products can become more relevant and useful over time.

Importantly, you'll be researching many of these problems while the propositions are still being developed, giving you the opportunity to influence what ultimately gets built rather than simply validating finished ideas.

What We're Looking For

We're looking for an experienced UX Researcher who is comfortable operating with a high degree of autonomy.

You'll ideally bring:

• Strong UX Research experience within digital product environments
• Experience owning research projects from initial brief through to insight and recommendation
• Excellent qualitative research skills
• Customer interviews, usability testing, concept testing and moderated/unmoderated research experience
• An understanding of quantitative research methods
• Experience combining qualitative insight with behavioural or product data
• Strong discovery research experience
• The ability to identify unmet customer needs
• Strong synthesis and storytelling skills
• Experience translating research into actionable product recommendations
• Experience working closely with Product Managers and Product Designers
• Confidence…