User Experience Researcher

About the Role

Whitbread is on a mission to revamp its digital products for a smooth, user-centric experience across its brands, and we are seeking a seasoned User Experience Researcher to be the advocate for our customers. This role focuses on grounding every product choice in solid evidence, insights, and actual user requirements.

As part of the Digital Product team, this position collaborates with Product Managers, Designers, Engineers, and Commercial teams to identify user needs, confirm solutions, and influence the future direction of our digital offerings.

Key Responsibilities

• Lead comprehensive customer research across digital products and user journeys to keep user needs and behaviors central to product decisions.
• Plan and execute a variety of qualitative and quantitative research methods such as user interviews, usability testing, surveys, behavioral data analysis, and journey mapping.
• Partner with Product Managers and Designers to discover new opportunities, validate concepts, and inform product strategy based on solid research findings.
• Serve as the customer advocate by collaborating across Product, Design, Engineering, and Commercial teams to facilitate user-driven decision-making and enhance customer experiences.
• Translate complex research data into clear, actionable insights and create deliverables like personas and customer journey maps.
• Establish and promote best practices for UX research, including frameworks, governance, and collaborative workflows.
• Champion accessibility and inclusive design principles, fostering continuous learning to drive innovation and contribute to business success.

Qualifications and Requirements

• Extensive experience conducting UX Research in intricate digital product environments.
• Strong command of both qualitative and quantitative research techniques.
• Proven ability to influence product strategy and senior leadership with research-backed insights.
• Familiarity with behavioral analytics tools such as Google Analytics, Adobe Analytics, or Contentsquare.
• Experience developing UX research frameworks, tools, and repositories to enhance research effectiveness.

Additional Information

• Location: Chancery Lane, London, with a hybrid working arrangement requiring onsite presence three days per week.
• Employment Type: Full-time, permanent contract.
• Benefits include family BUPA healthcare, a 10% matched pension scheme, discounts up to 60% on Premier Inn accommodations, 25% off restaurant brand offerings, and potential annual bonuses up to 30%.