Lead end‑to‑end user research (discovery, planning, execution, analysis, synthesis, and communication) for internal teams and external stakeholders
Translate research findings into actionable insights, frameworks, and recommendations that inform product, service, and technology decisions
Provide accurate, research‑backed information to enable data‑driven decisions on prioritization and resource effectiveness
Partner with Customer Delivery to translate VOC (Voice of Customer) and UX findings into process improvements, training updates, and experience enhancements across Hosting shops
Centralize data and analytics needs related to internal services, operational health, product/service performance, and UX research
Ensure data quality, consistency, and traceability for research and analytics used in decision‑making
Develop, support, and evolve standards, policies, and best practices for product and UX research across STS and related teams
Coach and enable teams on how to apply UX research and CX standards in projects
Collaborate across STS to identify opportunities for customer experience consistency and codify best practices across shops
Enable internal teams to deliver a customer experience aligned with technology visions, platform standards, and operational objectives
Facilitate small research and experimentation cycles that combine UX and lean best practices to reduce risk and accelerate learning
Create, maintain, and manage documentation repositories for internal processes, research artifacts, and CX/UX standards
Requirements
Bachelor’s degree from accredited university or college with minimum of 5 years of professional experience OR Associates degree with minimum of 8 years of professional experience OR High School Diploma with minimum of 10 years of professional experience
Minimum 5 years of professional experience in UX Design
Must have significant experience in Digital Technology Hosting Services
Military experience is equivalent to professional experience
Experience with visual collaboration tools (eg. Miro)
Extensive experience in UX research or design research roles, including end‑to‑end ownership of complex research initiatives (discovery through delivery)
Proven ability to work at a staff/principal level, influencing cross‑functional teams and leadership through evidence‑based recommendations
Experience working in technology‑driven, product, or platform environments, ideally with internal tools, services, or operational systems
Deep expertise in qualitative and quantitative research methods, such as interviews, contextual inquiry, ethnography, surveys, usability testing, A/B testing, and log/behavioral analysis
Strong skills in data analysis and visualization
Demonstrated ability to translate VOC and UX research into process, training, and product improvements that measurably impact customer experience
Experience defining and operationalizing UX research standards, policies, and best practices across multiple teams or organizations
Demonstrated success in coaching, mentoring, or enabling teams to adopt UX/CX practices and apply research methods independently
Experience with process documentation and knowledge management, including organizing and maintaining shared repositories of research and CX artifacts
Excellent communication and storytelling skills
Strong collaboration skills
Benefits
Non-contributory Pension
Bonus
Car allowance
Life Assurance
Group income protection
Private medical cover
Hourly equivalent of 26 days holiday, with flexible option to buy or sell