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Senior User Researcher, Customer Journey
Back MarketSenior User Researcher leading research on customer journey for a global marketplace for refurbished devices. Focus on shaping product strategy and delivering exceptional consumer experiences.
About the role
Key responsibilities & impact- Lead exploratory and strategic research studies to build deep understanding of our customers, their behaviours, motivations and unmet needs, and the broader market landscape.
- Drive research at the innovation and ideation stages, designing and executing studies to evaluate new concepts, features and value propositions early in the development cycle.
- Designing and running high-quality research studies across the full customer journey — from discovery through to post-launch.
- Distill complex findings into clear, actionable insights for stakeholders at all levels.
- Building research capability across our product teams by coaching designers to plan and run effective usability testing.
Requirements
What you’ll need- 5+ years of experience in User Research or an adjacent field
- Extensive experience leading qualitative and quantitative research studies end-to-end
- Solid experience designing and executing research to inform both product and marketing/strategic decisions
- Experience coaching, upskilling or enabling non-researchers (e.g. designers, PMs)
- Excellent communication skills and empathy
- A balance of technical research skills, business acumen, stakeholder management and communication skills
- Experience with consumer research in a marketplace or e-commerce context is a strong plus
- French language skills are a plus
Benefits
Comp & perks- Hybrid work environment, with 2 remote days a week and 1 remote work week per quarter, plus 3 flex days.
- Employee Resource Groups, including mentorship programs, comprehensive accessibility policies, and cultural competency training.
ATS Keywords
✓ Tailor your resumeApplicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard Skills & Tools
user researchqualitative researchquantitative researchusability testingresearch designdata analysiscustomer journey mappingconcept evaluationfeature evaluationmarket research
Soft Skills
communication skillsempathystakeholder managementcoachingleadershipstrategic thinkingcollaborationproblem-solvingcritical thinkingadaptability