Senior User Researcher (Customer Journey)

TL;DR

Senior User Researcher (Customer Journey): Lead research on customer journey in a refurbished tech marketplace with an accent on strategic understanding of customers and market, concept testing, and embedding research practices in design teams. Focus on designing exploratory studies, executing high-quality research across the lifecycle, and coaching designers for user-centricity.

Location: On-site in London (hybrid: 2 remote days/week + 1 remote week/quarter)

Company

Global marketplace for refurbished devices, reducing carbon emissions by 92% compared to new tech.

What you will do

• Lead strategic research using qualitative and quantitative data to inform product strategy and business direction.
• Design and execute studies to test new concepts, features, and value propositions early in development.
• Run end-to-end research across the customer journey from discovery to post-launch, distilling insights for stakeholders.
• Coach designers and product teams to conduct effective usability testing and integrate user insights.

Requirements

• 5+ years in User Research with track record across full product lifecycle.
• Extensive experience leading qualitative (interviews, diary studies) and quantitative (surveys, statistical analysis) studies.
• Experience informing product, marketing, and strategic decisions.
• Proven coaching non-researchers like designers and PMs on research practices.
• Excellent communication, empathy, business acumen, and stakeholder management.

Nice to have

• Consumer research experience in marketplace or e-commerce.

Culture & Benefits

• Mission-driven environment impacting the planet through sustainable tech.
• Hybrid work: 2 remote days/week, 1 remote week/quarter, 3 flex days.
• Diverse teams, Employee Resource Groups, mentorship, accessibility policies, cultural training.
• Certified B Corp (93.2 score) emphasizing diversity, equity, inclusion.