UX/ CX Researcher

Gumtree; London; Hybrid; GBP 45,000 - 70,000; Full time

Job summary

Join a leading online marketplace as a CX/UX Researcher at Gumtree, where you will transform user insights into strategic product developments. With a focus on collaboration across teams, you’ll lead impactful research initiatives that enhance customer experiences. This role promises growth opportunities amidst a diverse and dynamic culture, pushing for innovation in a well-loved platform.

Benefits

Annual bonus

Private medical

6% contributory pension

Qualifications

• Mid or senior level UX Researcher with proven experience using various research methods.
• Hands-on knowledge of research tools for unmoderated and moderated testing.
• Ability to manage multiple complex projects simultaneously.

Responsibilities

• Design and execute qualitative and quantitative user research.
• Translate complex research findings into actionable insights.
• Facilitate design thinking workshops for defining problems and mapping user journeys.

Skills

Communication

Critical-thinking

Problem-solving

Project management

Storytelling

Tools

User Testing

Maze

Userlytics

Job description

We’re currently looking for a passionate and strategic CX/UX Researcher with experience in both design and market research to help shape the future of our customer experience. You’ll be a pragmatic researcher responsible for uncovering deep customer insights that inform product design, service improvements, and business decisions. You will collaborate closely with product, design, marketing, and trust & safety teams to ensure the voice of the customer is embedded across the business. Our vision is to be the go-to marketplace for the home, making every transaction effortless and secure. As a User Experience Researcher you’ll ensure we put the customer front and centre. Looking to make your mark? Join us and let’s shape the future of Gumtree together!

Location: London, hybrid working applies with 3 days in the office.

About the role:

Reporting to the Head of UX Design & Research you will design and execute qualitative and quantitative research to understand user needs and behaviours. This includes conducting user interviews, surveys, diary studies, ethnographic research, usability testing, and other methodologies. You’ll also execute regular surveys such as NPS and Brand tracking. This is a highly cross functional role where you’ll work closely with Marketing, Product, and Design including stakeholders across UK and China to understand goals and to recommend the best research approaches. You’ll facilitate design thinking workshops enabling teams to define problems, build personas, and map user journeys. As an experienced UX Researcher you’ll transform complex research findings into clear, actionable insights that drives product development and marketing strategies. You’ll also contribute to expert reviews and heuristic evaluations to spot opportunities for improved usability and accessibility.

Gumtree is an equal opportunities employer, valuing diversity and is strongly committed to providing equal employment opportunities for all employees and all applicants.

What’s in it for you?

• An exciting opportunity to join Gumtree as we embark upon a journey of growth and transformation.

• A business with purpose - we are on a mission to make buying and selling safer, simpler and more enjoyable.

• A culture of collaboration with passionate people building a business we can be proud of.

• An excellent salary and perks including annual bonus, private medical and 6% contributory pension.

What are we looking for?

• You’ll be a mid or senior level UX Research with proven experience of a using variety of user research methods throughout the product development life cycle. Experience working with online marketplaces or e-commerce platforms preferred.
• Hands-on knowledge of research tools and platforms used for unmoderated and moderated testing (E.g., User Testing, Maze, Userlytics etc) as well as familiarity with NPS and Brand tracking surveys.

• Your soft skills include communication and interpersonal skills as well as critical-thinking and problem-solving.

• A strong understanding of the trade-off between rigor and speed in research, and the ability to apply this understanding to project planning and execution.

• Excellent project management skills, with the ability to manage multiple complex and strategic projects simultaneously.

• You’ll be skilled in storytelling, with the ability to translate complex data into business strategy and product improvements.

• Ability to thrive in a fast-paced environment and adapt to changing market dynamics.

About us

Gumtree is one of the UK’s most popular online marketplaces, connecting millions of people every month to buy, sell, and trade. Our vision is to be the go-to marketplace for the Home, making every transaction effortless and secure.

We’re embarking on an exciting transformation to revolutionise this much-loved platform into a cutting-edge, modern marketplace where buying, and selling is safer, simpler and more enjoyable for everyone. This is your opportunity to join a dynamic team at the forefront of reshaping a household name for the digital age. Together, we’re redefining how communities connect and trade, building a platform that’s ready for the future.

At Gumtree, we don’t just offer jobs; we offer journeys. We empower our employees to make a personal impact in a trusting, and authentic culture. Experience a passionate team, where high performance and growth are fuelled by the power of teamwork and genuine connections.

Join us and play a key role in shaping the future of Gumtree.