Lead UX Researcher, Experience Design

2 days ago

United Kingdom TrustedHousesitters Full time

TrustedHousesitters is a global pet care travel exchange; a double sided digital marketplace of owners and sitters that’s growing rapidly through our unique combination of product, proposition, marketing and community building.
Our team has a collaborative and supportive culture. We’re passionate about pets, people and travel; continuously searching for the win, win, win that makes everyone’s lives easier, travel kinder on the pet and enables a more sustainable travel footprint.

Thanks to strong tailwinds in the pet and travel industry in the post-Covid world, 2022 has been our strongest year so far. At our marketplace we facilitate the perfect match between pet owners who want to leave their pets in safe hands and pet sitters looking to enjoy the companionship of pets whilst they travel.

We're a remote-first business, however we've retained a HQ in central Brighton which is available for collaborative working and in-person meet-ups.


In this strategic role, you will lead research initiatives, guide our customer insights across multiple teams, and act as the go-to expert for all design-related customer insights. Your work will ensure that product, design, and marketing teams are aligned with a deep, actionable understanding of our customer base, contributing directly to our growth and retention strategies.

Guide and Oversee Research Strategy : Lead the development and execution of a comprehensive user research strategy that addresses the needs of both new and existing members. Define research priorities, and ensure alignment with company goals.


~ Mentor and Collaborate with Design : Serve as the main point of contact for the design team, ensuring that design decisions are informed by rigorous research. Mentor junior researchers and designers in best practices, fostering a culture of research excellence.


~ Drive Data-Driven Segmentation and Lifecycle Insights : Partner with data scientists to create data-driven customer segmentation models, mapping the end-to-end customer experience lifecycle and providing insights for product and CRM initiatives.


~ Cross-Functional Leadership : Collaborate closely with product, design, and marketing leads to embed user insights throughout all phases of product development, from ideation to launch.


~ Plan and Run Research Studies: Use appropriate mixed research methods (attitudinal, behavioural, quant and qual) to uncover actionable insights.


~ Evangeline Research Insights : Present research findings and insights regularly to stakeholders, influencing strategic decisions across the organisation. 7+ years in user research, with demonstrated leadership in conducting and applying user research within a B2C marketplace or similar environment.


~ Portfolio of relevant case studies or research projects that match this job description.


~ Research and Analytical Skills : Highly skilled in both qualitative and quantitative research methods, with a proven ability to translate findings into strategic guidance.


~ Experience leading or mentoring research teams or individuals, fostering a collaborative environment focused on customer insights.


~ Strong track record of working closely with design, product, and marketing teams to implement user-centric strategies.


~ Experience with data-driven customer segmentation, lifecycle mapping, JTBD, and persona development.


~ Experience with research operations: research strategy, repository, customer advisory board creation and customer community building for research purposes.


~ Familiarity with CRM systems and the integration of user insights into marketing for personalisation.


~ Experience working with advanced research methods, data clustering, quantitative analysis methods.


In addition to a competitive salary and bonus, we offer a range of benefits, including:

Fully remote work
Discretionary 10% annual bonus scheme
25 days holiday annually plus bank holidays and Christmas to New Year closure
Pension scheme: Premium TrustedHousesitters pet owner and sitter membership. This includes benefits like airport lounge passes, sit cancellation insurance, and home and contents insurance for sits for you
Our team have an unlimited housesitting allowance, can work remotely from their sits, and are eligible to £500 per year towards travel costs
£200 annually towards home office equipment
Monthly working from home stipend
Find a rescue pet to join your family and we’ll cover the adoption fees, as well as paternity to help any pet settle into their new home.
We host a quarterly all-expenses paid meet-up and will fund team events (remote or in person) throughout the year
Bupa Health Insurance and Dental Insurance plan
SimplyHealth Healthcare Cash plan
Weekly virtual yoga sessions
Recruitment Referral Bonus

If you're ready to join us on our mission to become the most loved pet travel solution, we'd love to hear from you

Here at TrustedHousesitters, we’re committed to the equal opportunities policy throughout the interview process and selection. Gender identity, sexual orientation, marital or civil partnership status, colour, race, nationality, ethnic or national origins, religion or beliefs, age, mental or physical disability, medical condition, pregnancy or maternity status, or any other protected characteristics do not enter into our decision-making process.

If you have a medical condition or an individual need for an adjustment to our process, and you believe this may affect your ability to be at your best - please let us know so we can talk about how we can best support you and make any adjustments that may be needed.

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