Senior Staff UX Design Researcher

Role Overview

• 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