UX Researcher
Reports to: User Research Lead
Department: Digital
Location: Paddington, London
Level / Grade: 4
Directorate / Division: Product
Direct Reports: None
Indirect Reports: None
Budget / Financial Accountability: None
About the Role
As a UX Researcher, you will join a motivated team dedicated to creating seamless, customer‑centric digital experiences across Virgin Media and O2. You will inform and inspire user experience design through mixed‑methods research in a fast‑paced environment. Your work will involve generating and sharing insights from website/app surveys, usability testing, moderated interviews, focus groups, competitor analysis, tree testing, card sorting, and more.
Responsibilities
- Deliver in‑house user research projects (face‑to‑face or remote), including set‑up, recruitment, moderation, data collection, analysis and debrief.
- Act as a UX research expert, advising on the most appropriate tools/methodologies to solve business problems.
- Own full project management of onsite website surveys, analysis of online user behavioural data, and use this data to propose optimisations and support discovery research.
- Support Product Managers, UX designers and copywriters to deliver best‑in‑class user experiences across web and app – keeping them informed of findings and ensuring they can act on insights.
- Champion the voice of the customer throughout Digital to ensure optimisation backlogs, product roadmaps and strategic goals represent customer priorities.
- Deliver research presentations and recommendations to stakeholders including Directors, Product Managers, UX designers, Copywriters and Analysts.
- Ensure actions are taken from research undertaken.
Essential Skills, Knowledge, or Experience
- 3+ years’ experience conducting user research for busy, high‑transactional websites, preferably B2C.
- Strong expertise in crafting and leading qualitative and quantitative research projects from start to finish with minimal or no supervision, ensuring insights are robust and impactful.
- Hands‑on experience moderating interviews, focus groups and usability testing sessions, both remote and in‑person.
- Proficiency in analysing large data sets, including text analytics and AI, and translating data into clear insights and actionable recommendations.
- Experience collaborating with CRO or Optimisation teams to drive continuous improvement.
- Outstanding communication skills – adept at simplifying complex findings and conveying commercial opportunities or risks.
- Ability to build relationships and influence across teams, ensuring customer‑centric decisions are embedded into the design process.
- Experience using user research platforms such as UserZoom or UserTesting.com.
- Familiarity with tools such as Hotjar, GA, Content Square, Decibel, or similar platforms to track and interpret user behaviour.
- Familiarity with prototyping tools such as InVision or Figma.
- Previous experience working in an agile environment.
- A proactive, pioneering approach – comfortable challenging the status quo and operating in a fast‑paced, iterative setting.
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