Associate UX Researcher - Loyalty & Support

As an Associate UX Researcher, you will play a key role in understanding customer behaviour and shaping user‑centred solutions across digital products. Working within a multidisciplinary team, you’ll help uncover customer needs and translate them into insights that improve the overall user experience. You’ll gain exposure to a wide variety of research methods and projects, contributing to meaningful changes that impact millions of users.

You’ll collaborate closely with designers, product managers, engineers, and data teams to ensure research is embedded throughout the product lifecycle. This is an opportunity to develop your research expertise while learning from experienced professionals in a fast‑paced, data‑driven environment. This role is ideal for someone curious, detail‑oriented, and passionate about research, who is looking to grow their career in UX.

You’ll be supported in developing your skills while helping to drive a strong research culture and champion user‑centred design across the organisation.

• Planning and delivering user‑centred research across multiple digital products
• Designing and conducting qualitative and quantitative research studies
• Analysing research data and translating findings into actionable insights
• Producing reports and presenting insights to a range of stakeholders
• Collaborating with UX, product, and engineering teams to inform decision‑making
• Applying a variety of research methods and supporting best practice development
• Supporting research operations, including planning, prioritisation, and coordination
• Managing logistics such as scheduling sessions, booking labs, and maintaining tools
• Promoting the value of UX research across the wider business
• Supporting team initiatives such as onboarding, documentation, and knowledge sharing
• Building and managing relationships with internal teams and external vendors

• Understanding of UX research methodologies and principles
• Experience with qualitative and quantitative research methods (e.g. usability testing, interviews, surveys)
• Knowledge of user‑centred design and its application
• Awareness of Agile or Lean working environments
• Ability to balance user needs with business and technical requirements
• Experience planning research activities and managing timelines
• Degree in HCI, Design, or a related field (or equivalent experience)
• Familiarity with research tools (e.g. User Testing, Optimal Workshop, Tobii)
• Strong communication and stakeholder management skills
• Confidence presenting insights and telling compelling stories
• Strong analytical thinking and problem‑solving skills