Ecommerce Experience Researcher: Customer Insights

Zooplus-Se; Madrid; Hybrid; EUR 40,000 - 55,000; Full time

Benefits offered by this job

Hybrid working schedule

Wellbeing offers

Transport or bike leasing subsidy

20% discount on products

Excellent training and support

Job summary

zooplus is looking for an Experience Researcher to understand pet owners, identify experience gaps, and translate insights into actionable recommendations for product, business and experience teams. You’ll collaborate with service designers, product managers, product designers, analysts and stakeholders to generate customer insights across zooplus’s ecommerce journey.

The ideal candidate has 2-5 years of UX research experience, strong synthesis and storytelling skills, and a proven ability to

Qualifications

• 2-5 years of experience in UX Research, Customer Research, Service Design Research, or related field.
• Experience conducting qualitative research independently.
• Experience in digital products and e-commerce environments.
• Strong synthesis, communication, and storytelling skills.
• Ability to influence stakeholders through evidence and insights.
• Experience collaborating with cross-functional teams.
• Nice to have: experience in business analysis, customer analytics, or market research.
• Familiarity with customer journey mapping and service design practices.
• Experience with subscription, loyalty, checkout, personalization, or retention domains.
• Knowledge of tools such as Qualtrics, Dovetail, TheyDo, Miro, or similar platforms.

Responsibilities

• Plan and execute qualitative research studies (interviews, usability tests, diary studies, contextual research).
• Synthesize findings into clear, actionable insights and recommendations.
• Identify customer needs, pain points, behaviors, and motivations.
• Translate research findings into recommendations that inform product and business decisions.
• Contribute to the Journey Atlas and connect qualitative insights with other data sources.
• Present findings to stakeholders in a compelling manner.

Skills

UX Research

Qualitative research

Synthesis & storytelling

Stakeholder influence

Cross-functional collaboration

Research communication

Tools

Qualtrics

Dovetail

TheyDo

Miro

Job description

zooplus is looking for an Experience Researcher to understand pet owners, identify experience gaps, and translate insights into actionable recommendations for product, business and experience teams. You’ll collaborate with service designers, product managers, product designers, analysts and stakeholders to generate customer insights across zooplus’s ecommerce journey.

The ideal candidate has 2-5 years of UX research experience, strong synthesis and storytelling skills, and a proven ability to