UX and Customer Experience Researcher

RWWA; City Of Stirling; Hybrid; AUD 70,000 - 110,000; Full time

Benefits offered by this job

Hybrid work

Learning budget

Wellbeing programs

Free parking

End-of-trip facilities

Job summary

Racing and Wagering Western Australia (RWWA) is seeking an experienced UX Researcher to join our team on a permanent full-time basis. You will apply human-centred design to improve products, services and customer journeys.

Working with product teams, analytics and service managers, you will plan research, run interviews, surveys and usability tests, and translate findings into actionable improvements. A hybrid work model is offered.

Qualifications

• 2–3 years’ experience in user research or customer experience research.
• Experience conducting customer research activities such as customer interviews, surveys, usability testing and archetype or persona development.
• Experience in contemporary UX and customer experience research, ideally within a commercial environment.
• Ability to collect and analyse findings and present clear insights to stakeholders from different disciplines.
• Proven analysis and problem-solving skills, with the ability to recommend well-substantiated commercial solutions.
• Well-developed written and verbal communication skills, with a strong customer-focused approach.

Responsibilities

• Conduct customer research across products, services and customer journeys to identify opportunities to improve customer satisfaction and customer experiences.
• Define research questions and select appropriate research methods, including surveys, customer interviews and usability testing.
• Apply human-centred design thinking methodology to assess customer behaviours and translate insights into meaningful customer, service, and product improvements.
• Collaborate with product teams and stakeholders across analytics, technology and service management to identify research needs and customer pain points.
• Develop strategic research activities and insights to answer key business questions effectively and efficiently.
• Communicate critical customer, user and experience issues to stakeholders and leadership.

Education

Relevant tertiary qualification or equivalent

Job description

The racing world is not just exciting, it brings communities together across the state. Racing and Wagering Western Australia (RWWA) is at the center of this world and more than 24,000 people choose to join us in our quest to forge a sustainable future for racing in WA.

Our business is unique, which means we can offer careers which are interesting, challenging and diverse. Our values are important to us so, to be successful, you’ll have to share them. We respect one another, are accountable for our goals, connecting with everyone and bringing excellence to achieve great outcomes. We work hard but have fun while we’re doing it.

Job Description

About the role

We are looking for an experienced UX Researcher to join our team on a permanent full-time basis.

The UX and Customer Experience Researcher plays a critical role in enhancing customer engagement and experiences by applying human-centred design principles to assess and improve products, services and customer journeys. Working closely with product teams, analytics, technology, and service managers, you will identify research initiatives, uncover customer and user pain points, and drive meaningful product and experience enhancements.

• Conduct customer research across products, services and customer journeys to identify opportunities to improve customer satisfaction and customer experiences.
• Define research questions and select appropriate research methods, including surveys, customer interviews and usability testing.
• Apply human-centred design thinking methodology to assess customer behaviours and translate insights into meaningful customer, service, and product improvements.
• Collaborate with product teams and stakeholders across analytics, technology and service management to identify research needs and customer pain points.
• Develop strategic research activities and insights to answer key business questions effectively and efficiently.
• Communicate critical customer, user and experience issues to stakeholders and leadership.

Qualifications

About you

• A relevant tertiary qualification or equivalent relevant experience.
• At least 2-3 years’ experience in user research or customer experience research.
• Experience conducting customer research activities such as customer interviews, surveys, usability testing and archetype or persona development.
• Experience in contemporary UX and customer experience research, ideally within a commercial environment.
• Ability to collect and analyse findings and present clear insights to stakeholders from different disciplines.
• Proven analysis and problem-solving skills, with the ability to recommend well-substantiated commercial solutions.
• Well-developed written and verbal communication skills, with a strong customer-focused approach.

Ability to effectively prioritise multiple tasks and work both collaboratively and autonomously.

Additional Information

Why join RWWA?

• Flexibility that works for you– hybrid arrangements that combine working from home with the benefits of our modern office.
• Investment in your growth– access to dedicated learning budgets and professional development support.
• A modern, people-first workplace– enjoy state-of-the-art facilities, wellness spaces, free parking, and secure end-of-trip amenities.
• Recognition that matters– competitive remuneration, employee benefits, and reward programs aligned to our RACE values: Respect, Accountability, Connection and Excellence.
• Wellbeing and support– access to mental health initiatives, wellness programs, and a paid Wellness Day.
• Community impact– contribute to safer wagering outcomes and positive community outcomes across WA.

As part of the recruitment process, you will be required to complete Pre-Employment screening, which will include two reference checks, police clearance and Australian Working Rights check.

At Racing and Wagering WA, we recognise that we are strengthened by diversity of gender, thought, experience, and ethnicity. We are committed to providing a safe work environment and making reasonable adjustments in which everyone is included and treated fairly.

We are an Equal Opportunity Employer and encourage women, people of Aboriginal and Torres Strait Islander descent and people from diverse backgrounds to apply.

Applications close on 6th November 2026