User Experience Researcher

Ten Group; Cape Town; Hybrid; ZAR 300,000 - 400,000; Full time

Job summary

A leading service company is seeking a User Experience Researcher in Cape Town to enhance product understanding and improve user-centric design. Responsibilities include conducting research, collaborating with product teams, and advocating user needs. This hybrid role offers competitive benefits, including paid time off, sabbaticals, and a commitment to diversity.

Benefits

Competitive salary

Paid sabbaticals

Remote working holidays

Employee discounts

Paid time off

Qualifications

• Proven experience as a user researcher in a product or design team.
• Skilled in a wide range of research methods such as interviews, usability testing, and surveys.
• Excellent communication and storytelling skills.

Responsibilities

• Plan and conduct qualitative and quantitative research.
• Turn research findings into clear, actionable insights.
• Collaborate with product managers and designers.

Skills

User research methods

Excellent communication

Data analysis

Usability testing

Collaboration

Tools

Airtable

Jira

Confluence

Job description

Shape the Future of Service Excellence with Ten!

Driving Innovation. Building Trust. Redefining Service Excellence.

Ten is on a mission to become the most trusted service business in the world. We service the most valuable customers of the world’s leading private banks, premium financial services and luxury brands globally including HSBC, Bank of America, Swisscard and Royal Bank of Canada. Corporate clients use Ten’s services to acquire, engage and retain affluent, high net worth customers or valued employees. The service drives critical customer metrics, including revenue growth, net promoter score, and supports digital transformation initiatives.

Millions of individuals worldwide have access to Ten's services across lifestyle, travel, dining and entertainment. They rely on Ten to unlock seamless, curated experiences that enrich their lives.

We’re profitable, ambitious, and scaling fast. As the first B Corp listed on the London Stock Exchange, we’re setting the standard for sustainable growth and technology, AI driven innovation.

For more information, check out our Welcome to Ten video!

About the role

We’re looking for a User Experience Researcher to join our growing Product Design team, helping us deeply understand the people at the heart of our work, from members using our discovery and booking platforms, to Lifestyle Managers using internal tools like Ten MAID.

This is a pivotal role in shaping how we identify user needs, validate ideas, and build experiences that are both intuitive and impactful. You'll work closely with designers, product managers, and stakeholders across the business to embed research into everything we do.

Responsibilities

• Plan and conduct qualitative and quantitative research across both member-facing products and internal tools (e.g. Ten MAID).
• Turn research findings into clear, actionable insights that inform product strategy, prioritisation, and design.
• Collaborate with product managers, designers, and engineers to frame problems, validate concepts, and refine solutions.
• Build strong relationships with stakeholders across the business to advocate for a user-first mindset.
• Develop and maintain research artefacts, including personas, journey maps, and experience principles.
• Champion inclusive, ethical research practices and help upskill the broader product and design teams in lightweight methods.
• Shape and evolve our approach to discovery, continuous research, and insight-sharing.

We’re building experiences that serve a diverse range of people, from luxury travellers to expert lifestyle concierges. As our first dedicated research hire, you’ll help establish and scale our research practice, making a tangible difference to the products we ship and the people we serve.

Essential requirements

• Proven experience as a user researcher in a product or design team, ideally across both B2C and internal tools.
• Skilled in a wide range of research methods such as interviews, usability testing, diary studies, surveys, data analysis and choosing the right approach for each need.
• A practical, hands-on mindset with the ability to work autonomously but collaboratively.
• Excellent communication and storytelling skills, with an ability to bring the voice of the user to life for varied audiences.
• Comfortable navigating ambiguity and complexity, with a desire to untangle and illuminate.
• Confident partnering with senior stakeholders and making a clear case for evidence-led decisions.
• Fluent in English

Preferred requirements

• Experience working with tools such as Airtable, Jira, Confluence...

Guidelines for Hybrid/Home Office

• Located in Cape Town, South Africa.
• Please note that you will be asked to enter into a hybrid working arrangement - at least 2x a week in the office.
• A secure home office at your confirmed address, free from background noise or other distractions.
• You must meet our minimum internet speeds if you want to work in our hybrid model and this will be checked during the recruitment process and again when you join. We also have a great office that you can work from as an alternative.

Our people are at the heart of the business and we have a culture of recognition and reward - both through regular appraisals but also annual Extra Mile Awards where we celebrate those who have gone that extra mile in their role. We also encourage all our staff to incorporate their aspirations and interests into their career at Ten and we are there every step of the way in supporting development.

Rewards designed around you

• A competitive salary depending on experience.
• Hybrid working. You can combine working from home and working from the office.
• Paid time away from work. Our employees enjoy a competitive paid time off package, including a paid day each year to volunteer time for a good cause that is important to them.
• Paid Sabbaticals. One (1) month paid Sabbatical after every 5 years of Service, without tapping into annual leave.
• Remote Working Holidays - possibilities to Travel and Work anywhere in the world!
• Employee Discounts. Access to lots of great travel and entertainment discounts as our clients’ members would!
• Be part of our global, dynamic, and inclusive Team, with diversity at its core.
• Genuine career opportunities within a dynamic and international company.

Commitment to Diversity

We encourage diverse philosophies, cultures, and experiences. We appreciate diversity and are dedicated to creating an inclusive work environment for our employees. This idea unites the teams at TEN. All aspects of our relationship, including the decision to hire, promote, discipline, or terminate, will be based on merit, competence, performance and business needs.