UX Researcher

Responsibilities

• User Research & Discovery : Plan and conduct qualitative and quantitative research to explore user needs, expectations, and behaviors in loyalty programs. Lead usability testing, stakeholder interviews, diary studies, surveys, and heuristic evaluations. Identify friction points in loyalty experiences across platforms (web, mobile, app, email).
• Insights & Analysis : Synthesize research findings into actionable insights and user personas. Work with CX, product, and MarTech teams to validate and prioritize user experience opportunities. Translate complex user feedback into journey maps, empathy maps, and UX recommendations.
• Cross-functional Collaboration : Collaborate with product managers, UX/UI designers, MarTech consultants, data analysts, and loyalty strategists. Integrate user insights into campaign strategies, personalization tactics, and customer journeys powered by MarTech platforms. Support loyalty program design from discovery to delivery, ensuring a user-centered approach.
• Measurement & Iteration : Partner with analytics teams to align behavioral data with research findings. Advocate for continuous learning and optimization through test-and-learn methods and iterative design cycles.

Qualifications

• 3–6 years of experience in UX research, CX, or human-centered design, ideally in digital marketing or customer loyalty environments.
• Strong understanding of UX research methods (qualitative and quantitative).
• Experience working on customer-facing digital products, services, or loyalty programs.
• Familiarity with user research tools (e.g., UserTesting, Optimal Workshop, Dovetail, Maze).
• Excellent storytelling, documentation, and stakeholder communication skills.