Senior UX Researcher (Product Insights)

About the role

The Senior UX Researcher (Product Insights) uncovers the why behind user behaviour and turns it into insights that shape product and design decisions. The role sits within the Data & Insights team and works closely with Product, Design, Product Marketing, Product Analytics, Customer Success and Support. It is a senior individual-contributor position with a high degree of ownership, requiring someone who can independently set research priorities, establish research processes and lead high-impact studies from start to finish.

Key responsibilities

• Define and maintain the research toolkit, a central research repository with a consistent tagging taxonomy, participant recruitment, GDPR-compliant consent processes and repeatable research workflows.
• Act as a dedicated research partner to Design, running usability, concept and prototype tests and bringing evidence on navigation, information architecture and cross-product consistency into design decisions.
• Plan and run generative and evaluative studies, from discovery research for major roadmap initiatives to usability testing of key flows before and after launch.
• Design unbiased research questions, interview guides and feedback frameworks, and coach Product Managers, Product Marketing Managers, Customer Success and Support teams in effective customer conversations and lightweight usability sessions.
• Analyse customer conversations, interview transcripts, surveys and feedback to find recurring themes, pain points and unmet needs.
• Combine behavioural data (usage, adoption, engagement, retention) with attitudinal data (interviews, surveys) with Product Analytics to build a full picture of user behaviour.
• Turn findings into prioritised opportunities, personas, Jobs-to-be-Done and journey maps, communicated through clear storytelling to stakeholders including senior leadership.

Required profile

• 5+ years of experience in UX research, preferably in B2B SaaS.
• Proven experience building or establishing a research practice independently, including tools, processes and repositories.
• Ability to prioritise research independently and influence Product and Design decisions with minimal supervision.
• Excellent communication and storytelling skills, with experience presenting to senior stakeholders.
• Experience coaching non-researchers to conduct research effectively.
• Sound knowledge of research ethics and GDPR-compliant handling of participant data.
• A portfolio of case studies showing research that shaped product decisions and led to measurable outcomes.

Required skills

• Mixed-methods expertise: user interviews, moderated and unmoderated usability testing, concept testing, contextual inquiry, diary studies and survey design.
• Thematic analysis and affinity mapping.
• Partnering with product designers, including card sorting and tree testing.
• Comfort with product analytics and a solid grounding in survey statistics.
• Preferred: experience in EdTech, L&D or content-authoring tools, researching AI-powered features, and familiarity with tools such as Dovetail, Maze, Qualtrics, Mixpanel, Figma and Miro.