Lead User Researcher

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Giacom is the only provider of Comms, Cloud, Hardware and Billing through one platform. Our platform connects technology resellers and service providers to the best IT, Comms and Cloud products and services so they can create brilliant technology solutions for UK businesses.

Our vision is ambitious: to create the best possible experience for our reseller partners by leveraging data-driven insights to develop innovative products and services that push the boundaries of our sector.

We're seeking an exceptional Lead User Researcher to spearhead our user research practice and drive user-centred design across our organisation. This is a unique opportunity to shape how we understand and serve our customers while building a world-class research function from the ground up.

You'll join our dynamic product design team as a strategic leader, working at the intersection of user needs, business objectives, and technological possibilities. Your insights will directly influence product decisions that impact thousands of resellers and millions of end-users.

What you'll be doing

Strategic Leadership

• Drive research strategy across multiple product work streams, ensuring alignment with business roadmap and strategic priorities
• Establish research standards and methodologies, providing expert guidance on tools, quality standards, and best practices organisation-wide
• Design and execute comprehensive research programmes including qualitative studies, field observations, in-depth interviews, diary studies, concept testing, and usability studies for current and future products
• Lead quantitative research initiatives including large-scale surveys, A/B tests, and analytics deep-dives, applying statistical rigour to ensure robust, actionable findings
• Optimise information architecture through tree-tests, card-sorts, and other structural research methods
• Partner closely with Product Management, Design, Engineering, and Business stakeholders to embed research throughout the product development lifecycle

Your Experience

• Significant user research experience with at least 2 years in a senior or lead role
• Proven track record of leading research programmes that have directly influenced product strategy and business outcomes
• Deep expertise in both qualitative and quantitative research methodologies
• Statistical literacy with experience designing studies, analysing data, and drawing valid conclusions
• Experience working in fast-paced, technology-focused environments (B2B SaaS experience highly preferred)

Technical Skills Required

• Research Tools:
  Proficiency with tools like User Zoom, Maze, Optimal Workshop, or similar platforms
• Analytics:
  Experience with Google Analytics, Mixpanel, Amplitude, or equivalent
• Survey Tools:
  Advanced knowledge of Typeform, Qualtrics, or similar survey platforms
• Prototyping:
  Familiarity with Figma, Sketch, or other design tools for research purposes
• Statistical Analysis:
  Comfortable with SPSS, R, Python, or Excel for data analysis

What's in it for you?

• Professional development budget for conferences, training, and certifications
• Ownership of the user research function with significant autonomy and strategic influence
• Collaborative culture with supportive colleagues across product, engineering, and business functions
• No dress code - embrace the freedom to bring your whole self to work.
• 25 days annual leave, plus bank holidays. You'll even get your birthday off, too!
• Complimentary refreshments in all our offices.

For a comprehensive list of all our benefits, .

Diversity and equality lie at the heart of our values. As an equal opportunities and disability-confident employer, we encourage applications from all eligible candidates, regardless of their backgrounds. We firmly believe that diversity enriches and strengthens our team with a variety of perspectives that drives innovation.

• Mid-Senior level

• Full-time

• Information Technology
• Industries
• Information Services and IT Services and IT Consulting

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