UX Research & Experience, Senior Consultant

Masterworks; Saudi Arabia; On-site; SAR 280,000 - 520,000; Full time

Job summary

Master Works in Saudi Arabia seeks a Senior UX Research & Experience Consultant to lead user experience research, governance, and continuous improvement initiatives across digital platforms. You will act as the principal UX expert supporting the Digital Experience function, guiding experience strategy and measurement.

The role covers audits, usability testing, VOC analyses, and collaboration with cross-functional teams to enhance investor journeys and ensure accessibility and design governance.

Qualifications

• Experience leading UX research programs across digital platforms.
• Ability to plan and execute UX audits and usability testing projects.
• Strong analytics mindset with VOC and sentiment analysis experience.

Responsibilities

• Plan and conduct UX Research across platforms.
• Perform UX Audits and lead usability testing programs.
• Analyze behavioral analytics and VOC insights to guide improvements.
• Design concepts, wireframes, and prototypes for stakeholder review.
• Measure post-launch experience and adoption, and create roadmaps.

Skills

UX Research

Discovery Research

Analytics

Usability Testing

Prototyping

Figma

Voice of Customer

Governance

Tools

Matomo

GA4

Microsoft Clarity

Maze

Figma

FigJam

Lucidya

Job description

Master Works is seeking a UX Research & Experience, Senior Consultant to lead user experience research, experience governance, and continuous improvement activities. Act as the principal UX expert supporting the Digital Experience function.

Reporting Line

Operates within the Journeys & User Experience Department, reporting directly to the Department Manager, to ensure alignment with the department's experience targets and deliverables.

Key Responsibilities

• Plan and conduct UX Research
• Perform UX Audits across digital platforms
• Lead usability testing and A/B testing
• Analyze behavioral analytics and Voice of Customer insights
• Design concepts, wireframes and prototypes (low-to-high fidelity) ready for stakeholder review and user testing
• Measure post-launch experience and adoption
• Produce actionable UX recommendations and improvement roadmaps
• Facilitate discovery and experience workshops
• Support accessibility and digital experience compliance

Requirements

Required Expertise

• UX Research & Discovery (interviews, exploratory research, benchmarking)
• Behavioural & Product Analytics (web/product analytics platforms, e.g., Matomo, GA4; session analytics, e.g., Microsoft Clarity)
• Usability Testing (moderated and unmoderated; testing tools, e.g., Maze)
• Design & Prototyping (Figma / FigJam)
• Voice of Customer & CX Listening (NPS, CSAT; listening tools, e.g., Lucidya)
• Experience Strategy & Governance (experience KPIs, improvement roadmaps, DGA / NDS standards, DXP environments)

Expected Deliverables

• UX Audit Report — per platform against NDS and accessibility standards (all MIM platforms)
• Usability Testing Report (methodology, findings, recommendations) — per testing round / per service before launch. (min 8 reports per quarter)
• Behavioural Analytics Report — monthly or quarterly, based on platform data. (min 8 reports per quarter)
• VOC Insight Report (operations tickets, NPS, CSAT analysis and recommendations) — quarterly. (min 8 reports per quarter)
• UX Research Report (interviews, discovery research, benchmarking) — per study. (min 8 reports per quarter)
• Research Repository — foundational setup, then continuously maintained
• Journey Maps (As-is / To-be) for the investor journey — per journey
• Experience Measurement Framework (KPI definitions and measurement methodology) — foundational, one-time
• Post-launch Experience Report — per launched service
• UX Improvement Roadmap with closure tracking — quarterly
• DGA Evidence File consolidating research, testing, and measurement outputs — annual, ahead of the assessment cycle
• All reports must include methodology, sample, and supporting evidence

Expected Outcomes

• Operate the Digital Enablement Department with senior-level expertise
• Improve digital services and investor journeys
• Enable data-driven continuous improvement
• Deliver measurable outputs: the Digital Experience Maturity evidence file, NDS audit cycles for the three platforms, quarterly VOC insight reports (tickets, NPS, CSAT), and concept prototypes for new initiatives
• Increase business value and service quality
• Strengthen collaboration between Demand Management, Product, and Digital Enablement

Job Location

Client Site