User Experience Researcher

Company Description

My client is in the B2C travel sector with a strong emphasis on supporting transportation in the UK. A progressive business that uses the latest tech stacks to support their teams to keep turning up the dial on providing a world-class customer experience.

Role Description:

This is a full-time hybrid role for a Principal/ Lead User Researcher, based in London.

My client is seeking a Principal/ Lead UR who can work across multiple teams, prioritise effectively, push back when needed, and manage varied briefs at pace.

The role has come about due to a promotion to the Head of UR, who has transformed UR's perception from a tick-box exercise into a valued function. Demand for research has grown significantly, so this person needs to help continue the momentum and maturity.

The researcher needs to deliver against the business strategy as well as proactively identify research gaps where the business may not realise research is needed.

UR supports roughly 10 to 12 teams. UR isn’t embedded in a single squad; instead, they work across multiple product teams, supporting quarterly planning, prioritising the right work, and ensuring research effort ties to strategic outcomes.

Qualifications:

Genuine experience owning and shaping a research roadmap and identifying gaps, rather than waiting for briefs

Demonstrable experience in context switching and supporting multiple product areas simultaneously

Strong stakeholder skills, relationship building, expectation management, and influencing stakeholders

Able to turn insights into product decisions, not just deliver research reports

Pragmatic, understands when to go deep and when to be lean

Examples spanning varied product areas, e.g. AI initiatives and conversion journey optimisation

Prefers private sector backgrounds (finance, insurance, energy etc)

Proficiency in Quantitative Research and Analytical Skills to generate actionable insights from data

Experience working in agile environments and managing multiple projects simultaneously

Culture and Hybrid Working:

Strong culture and work-life balance

3 days per week in the South Bank office

Bonus up to 20% (10% company, 10% performance)

Historically paid out ~90% of bonuses over the last 5 years