Senior UX Researcher

Pontoon; Manchester; On-site; GBP 68,000 - 83,000; Full time

Job summary

Pontoon is recruiting a Senior UX Researcher in Manchester to drive end-to-end UX research for a large-scale transformation programme focusing on Agentic AI in the complaints journey. You will shape AI-driven operational experiences and evaluate impact across colleague and customer journeys, within a multidisciplinary lab of ~90 colleagues.

The role involves planning studies, conducting qualitative and quantitative research, leading usability testing with Maze, and building surveys in Qualtrics.

Qualifications

• Proven experience in UX research, preferably enterprise level.
• Strong quantitative and qualitative research capabilities.
• Excellent communication and stakeholder management skills.

Responsibilities

• Plan and execute end-to-end UX research strategies.
• Conduct qualitative and quantitative studies to gather insights.
• Lead usability testing initiatives using Maze.
• Develop surveys using Qualtrics to enhance user experience.
• Collaborate with Service Designers, UX Designers, and Product teams.
• Influence decisions with evidence-based insights.

Skills

UX Research

Qualitative Research

Quantitative Research

Stakeholder Management

Communication

Tools

Maze

Qualtrics

Job description

Job Advert: Senior UX Researcher

Contract Length: 6 months
Location: Manchester (Onsite: Tuesday & Wednesday)
Salary: Circa 75,000 pa (Day rate option available via Umbrella Company)

The Opportunity

Our client, a leading player in the financial services sector, is seeking a passionate and skilled Senior UX Researcher to join their dynamic team. This is an exciting opportunity to contribute to a large-scale transformation programme focused on Agentic AI, initially targeting the complaints journey. The successful candidate will play a pivotal role in shaping AI-driven operational experiences and assessing their impact on both colleague and customer journeys. Working within a multidisciplinary lab of approximately 90 colleagues, you will collaborate with Service Designers, UX Designers, Product Owners and stakeholders to shape future operational experiences.

Key Responsibilities

• Plan and execute end-to-end UX research strategies.
• Conduct qualitative and quantitative studies to gather valuable insights.
• Lead usability testing initiatives using Maze.
• Develop surveys utilising Qualtrics to enhance user experience.
• Collaborate closely with Service Designers, UX Designers, and Product teams.
• Influence key decisions through evidence-based insights to drive user-centric innovations.

Essential Skills & Experience

• Proven experience in UX Research, preferably within an enterprise environment.
• Strong quantitative and qualitative research capabilities.
• Exceptional communication skills with a knack for stakeholder management.
• Demonstrated business acumen and the ability to operate autonomously within complex environments.

Desirable Experience

• Familiarity with Agentic AI, GenAI, or AI research.
• Previous experience in the financial services sector.
• Proficiency in using tools like Maze and Qualtrics.
• Exposure to service design principles.

What Is Our Client Looking For?

The ideal candidate will be a confident researcher capable of influencing stakeholders and challenging assumptions. A collaborative spirit and the ability to thrive within a large multidisciplinary team are essential for success in this role.

Interview Process

Candidates can expect a streamlined interview process, beginning with a 30-minute introductory interview, followed by a more in-depth 90-minute discussion, preferably conducted face-to-face.

Why Consider This Opportunity?

This role not only offers the chance to work on cutting-edge projects in a rapidly evolving field but also provides an environment where your insights can directly impact the user experience. The employer is dedicated to fostering a culture of innovation and collaboration, making it an ideal setting for a motivated UX Researcher.

We use generative AI tools to support our candidate screening process. This helps us ensure a fair, consistent, and efficient experience for all applicants. Rest assured, all final decisions are made by our hiring team, and your application will be reviewed with care and attention.

Pontoon is an employment consultancy. We put expertise, energy, and enthusiasm into improving everyone's chance of being part of the workplace. We respect and appreciate people of all ethnicities, generations, religious beliefs, sexual orientations, gender identities, and more. We do this by showcasing their talents, skills, and unique experience in an inclusive environment that helps them thrive. If you require reasonable adjustments at any stage, please let us know and we will be happy to support you.