Lead User Researcher (Digital CX)

TL;DR

Lead User Researcher (Digital CX): Driving end-to-end research initiatives to improve customer journeys on hirify.global.com and the My hirify.global app with an accent on evidence-based recommendations and inclusive design. Focus on scaling research operations, leveraging AI-enhanced tools, and championing the user voice within Agile cross-functional teams.

Location: Must be based in the UK and able to work in a hybrid capacity at either the London (Osterley) or Leeds office, 3 days per week.

Company

Europe’s leading media and entertainment brand, serving 24 million customers across six countries.

What you will do

• Lead and mentor a team of researchers to define and improve digital product journeys.
• Execute diverse research activities including usability testing, ethnography, and diary studies.
• Synthesize behavioral analytics with qualitative insights to influence product strategy.
• Drive the adoption of AI-enhanced research tools and data-driven insights.
• Champion accessibility and inclusive research practices across digital experiences.
• Collaborate with stakeholders to ensure customer needs drive design priorities.

Requirements

• Proven experience leading user research for large-scale digital web and native applications.
• Expertise in qualitative and quantitative research methodologies.
• Deep knowledge of research tooling like Usertesting, UserZoom, or Optimal Workshop.
• Experience combining behavioral data (e.g., Adobe Analytics) with user insights.
• Strong storytelling, influence, and stakeholder management skills.
• Ability to work from the office 3 days per week (London or Leeds).

Culture & Benefits

• Comprehensive private healthcare and pension packages.
• Exclusive rates on hirify.global products including hirify.global Q and hirify.global Glass.
• Subsidized gyms, restaurants, and on-site facilities at major campuses.
• Commitment to an inclusive, flexible, and disability-confident work environment.
• Opportunities to work with one of Europe's most prominent media brands.