UX & Customer Insights Researcher

Moonpig; London; On-site; GBP 42,000 - 68,000; Full time

Job summary

A leading company in the online greeting card industry seeks a midweight researcher to join their vibrant team. In this role, you will blend UX research with market insights while working closely with various departments. Your findings will directly influence business strategies, shaping both product experience and marketing campaigns. Ideal candidates will bring a user-first mindset and at least four years of relevant experience, along with strong collaboration skills.

Qualifications

• Over 4 years of experience in UX and/or market research.
• Familiarity with qualitative and quantitative methods.
• Strong ability to translate research findings into actionable recommendations.

Responsibilities

• Plan and run customer research including usability testing and customer interviews.
• Conduct commercial research to test messaging and evaluate product ranges.
• Collaborate across teams to ensure customer insight informs decisions.

Skills

Qualitative and quantitative research methods

Collaboration

Translation of findings

User-first mindset

Project organization

Tools

UserTesting

Typeform

Job description

Our Ways of Working Principles:

We believe that most of us do our best work when we work together, but we know that everyone works in different ways, and quite frankly, has other commitments and responsibilities outside of work.

As we further adjust to hybrid working, we want to take what we've learnt from working remotely and keep the flexibility that's enabled us to thrive and keep driving our business forward.

We have some core principles which support us in this:

Do what’s right

Trust & give permission

Delivery matters

We understand ways of working can look different based on your role, team and you as an individual so we are here to support and discuss this with you during the interview process.

We’re looking for a curious and well-rounded researcher to join our growing Research team. This is a midweight role that blends UX research with market insight, supporting both product experience and commercial decision-making.

You’ll work closely with Product, Design, Commercial, and Marketing teams to explore customer behaviour, test early ideas, validate messaging, and bring evidence from the customer into the heart of the business. From helping shape the digital customer journey to guiding campaign planning and product range decisions, this role offers variety and high visibility.

What you’ll be doing

• Plan and run customer research — including usability testing, customer interviews, concept testing, and surveys — across both UX, marketing and commercial briefs.
• Support early-stage discovery — explore unmet needs and behaviours to inform product design, value propositions, and future innovations.
• Conduct commercial and campaign research — test messaging, evaluate product ranges, and explore peak customer behaviours to support go-to-market strategy.
• Optimise content and CRM communications — assess how well our emails, web and app content meet customer expectations and suggest improvements.
• Collaborate across teams — work with designers, product managers, category leads, and marketers to shape ideas and make customer data accessible.
• Champion the customer perspective — ensure the voice of the customer is present throughout the design and delivery process.
• Enable others — provide upskilling, guidance and light support to stakeholders conducting smaller-scale research, helping to build research literacy across teams.
• Maintain research tooling and documentation — support operational excellence by keeping resources like templates, libraries and recruitment processes up to date.

What you’ll bring

• Over 4 years hands-on experience running UX and/or market research across digital journeys and product experiences.
• Familiarity with both qualitative and quantitative methods, from depth interviews to surveys and analytics-informed research.
• Strong ability to translate findings into clear, actionable recommendations for diverse audiences.
• Comfortable collaborating with Product, Design, Commercial, and Marketing teams on varied research needs.
• Experience working with research platform tools such as UserTesting, and Typeform or similar.
• A structured approach to organising projects, timelines and documentation.
• A user-first mindset and genuine enthusiasm for solving real customer problems.

You’ll do well here if you

• Like solving real customer and business problems with practical insight
• Know how to adapt your approach to different audiences (e.g. Product vs Marketing)
• Enjoy working at pace and aren’t afraid to experiment with new ways of working
• Can confidently switch from deep research to quick ad hoc tests
• Get a kick out of seeing your work influence product ranges, campaigns or content
• Are confident conducting interviews & presenting findings to a large audience of stakeholders

What success looks like

• Research shapes commercial and marketing decisions
• Insights are used regularly by cross-functional teams
• Campaigns and ranges perform better with insight behind them
• Teams feel supported and confident doing more research themselves

Want to hear more?

Find out more about Moonpig Group and what it has to offer here!

Moonpig’s Commitment to Equality, Diversity and Inclusivity

At Moonpig Group, we’re committed to creating an inclusive and caring culture with brilliant people who feel a real sense of belonging. We welcome and celebrate all diverse backgrounds to Moonpig Group, from working parents who need flexibility with their hours to individuals who are neurodiverse and prefer to work a certain way.

We’re proud to have several employee-led committees within our organisation, including the LGBTQ+, Gender Balance, Neurodiversity and our EMBRACE (Educating Myself for Better Racial Awareness and Cultural Enrichment) Committees.

We’ll continue to push for diversity and that sense of belonging so that all Moonpig Group employees feel safe and comfortable to be their true authentic self at work.