Senior User Researcher

Could you be our next Senior User Researcher?

Worldwide, over 78,000 agents across more than 15,000 branches use Reapit to run their businesses, manage properties, collect rent, engage clients, and provide outstanding customer service every time.

Reapit is embarking on the most significant change to its core product in 25 years. This is a ground-up modernisation of the Sales and Lettings CRM that tens of thousands of agents rely on every single day to run their businesses. Getting it right depends on putting the new experience in front of real agencies early, understanding how they actually work and where the new product helps or hinders that work, and acting on what we learn long before general availability.

We are looking for a Senior User Researcher to own the beta and early-access programme end to end, blending hands-on user research with programme delivery. That means recruiting the right agencies, running structured research alongside the wider feedback engine, and turning what we learn into a clear, evidenced read for Product and Engineering on whether we are ready to ship.

This is a contract with a single, well-defined mission: stand up the beta programme, generate rigorous user insight throughout, and run it through to launch readiness.

Reporting to the Head of Product UKI you'll be involved in:

Owning the end-to-end beta and early-access programme, including plan, timelines, entry and exit criteria, and success measures agreed with Product and Engineering

Designing and running the research plan for the beta: usability testing, contextual interviews, diary studies and moderated sessions with agents, so findings are grounded in evidence rather than anecdote

Recruiting and segmenting a genuinely representative cohort of beta agencies (small to medium, sales and lettings, existing and net new) and managing every participant through the full lifecycle: selection, onboarding, training, active testing and offboarding

Acting as the single point of contact for beta customers, setting expectations, keeping them informed, and making participation feel like a privilege rather than an obligation

Running the feedback engine end to end: in-product feedback, surveys, structured interviews, session recordings, support tickets and usage data, consolidated into one triaged backlog

Turning raw feedback and research findings into decisions, theming issues by severity, frequency, usability impact and commercial impact, and getting the critical items into the right sprint

Reporting on programme health every week (participation, engagement, defect trends, sentiment, usability findings, data migration outcomes) and presenting clear go / no-go recommendations to the Product Director and senior stakeholders

Coordinating cohort communications, release notes, known-issues lists and enablement material with Marketing, Enablement and Support

Partnering closely with Product Design to feed research findings directly into design iterations during the beta window

At Reapit, we prioritise hiring individuals who share our values and possess the right attitudes and behaviours for success. Whilst some of the listed requirements may be important, don't worry if you don't meet all of them, we'd still like to hear from you.

Proven experience in user research, UX research or a similar research-led product role, ideally combined with experience running beta, early-access, pilot or customer-validation programmes for a B2B or B2B2C software product

Confident designing and moderating qualitative research (interviews, usability testing, diary studies) and synthesising findings into clear, actionable insight

Experience of a replatforming or migration programme, where an established customer base moves from a mature product to a new one, is a strong advantage

Excellent customer-facing skills, comfortable holding a difficult conversation with a frustrated agency owner and turning it into a productive research opportunity

Strong analytical skills, with the ability to collect, structure and synthesise both qualitative and quantitative feedback into a clear, defensible recommendation

Confident working alongside Product, Design and Engineering, and comfortable being the voice of the user in prioritisation conversations

Exceptional written and verbal communication, you can write the discussion guide, the research summary, the release note, and the executive summary

Highly organised, able to run multiple cohorts, research work streams and…