Senior UX Researcher

Our Ways of Working Principles:
We believe that most of us do our best work when we work together, but we know that everyone works in different ways, and quite frankly, has other commitments and responsibilities outside of work.As we further adjust  to hybrid working, we want to take what we've learnt from working remotely and keep the flexibility that's enabled us to thrive and keep driving our business forward.
We have some core principles which support us in this:Do what’s rightTrust & give permissionDelivery matters
We understand ways of working can look different based on your role, team and you as an individual so we are here to support and discuss this with you during the interview process.
Job OverviewWe’re looking for a Senior UX Researcher with strong quantitative and qualitative skills to drive user-centric innovation across our global brands (Moonpig & Greetz). As the strategic owner for Customer Loyalty & Retention, you’ll uncover what keeps customers coming back, shape the post-purchase experience, and influence key decisions to improve user satisfaction and loyalty.
In this role, you’ll lead complex research initiatives—from advanced data analysis to hands-on interviews and usability tests. You’ll also explore emerging tools like Generative AI to enhance our research workflows and help teams turn insights into action. Whether your background is in eCommerce, tech, market research, or a non-traditional field, we value curiosity, collaboration, and a passion for continuous learning.

What You’ll Be Doing:

• Lead High-Impact Research
• Own strategic projects tied to loyalty, frequency, and retention, shaping product roadmaps and business strategies.
• Blend quantitative (e.g., surveys, analytics) and qualitative (e.g., interviews, usability tests) methods for a holistic view of user behavior.


• Drive Loyalty & Retention Insights
• Focus on the post-purchase journey and subscription/reminder services, identifying key drivers of repeat usage.
• Collaborate with cross-functional teams (Product, Marketing, Data Science) to embed research findings into actionable improvements.


• Advanced Analytics & Storytelling
• Use data analysis techniques like regression or statistical modeling to deepen understanding of user behaviors and pain points.
• Present insights in clear, compelling ways—storytelling that resonates with both technical and non-technical audiences.


• Align Research with Business Strategy
• Ensure all research initiatives are closely aligned with our strategic goals & business metrics, delivering insights that directly support business priorities and drive impactful decision-making.
• Collaborate with leadership and key stakeholders to integrate research findings into broader strategic planning and business objectives.


• Workshop Facilitation
• Design and lead interactive sessions to help teams interpret research findings, brainstorm solutions, and align on next steps.
• Promote user-centered thinking and foster a culture of collaboration.


• Innovation & Efficiency
• Experiment with Generative AI, automation, and other cutting-edge tools to streamline research processes.
• Evaluate new methodologies that can amplify the team’s reach and impact.

Required Skills & Qualifications - What We’re Looking For:

• Experience
• 5+ years in UX Research (agency, market research, or client-side), with proven experience leading complex, strategic projects.
• Experience working with eCommerce platforms or B2C digital products.
• Background in Psychology, human-computer interaction, or a related field is a nice to have but not essential.


• Data Analysis Proficiency
• Proficient in analytics platforms such as Google Analytics, Hotjar, and research tools like UserTesting.
• Experienced in working with large-scale survey data and internal business intelligence datasets, leveraging tools like Tableau and Power BI to uncover actionable insights.
• Capable of transforming complex data into clear, impactful visualizations and reports that drive strategic decisions.


• Global Mindset
• Experience researching diverse user groups or working across multiple markets.
• Ability to adapt findings to varying cultural and market contexts.


• Communication & Storytelling
• Strong written and verbal skills, presenting insights that drive clear business and design actions.
• Sociable and comfortable influencing stakeholders at every level.


• Project Management
• Organised approach to balancing multiple priorities and timelines in a fast-paced environment.
• Skilled in setting goals, milestones, and success metrics for research initiatives.


• Curiosity & Adaptability
• Keen interest in emerging trends like AI and automation to keep research efforts at the cutting edge.
• Passionate about personal growth and staying current with industry best practices.

Nice-to-Have Qualifications:

• Service Design
• Familiarity with service blueprints or mapping, particularly for post-purchase journeys.


• Deep Statistical Expertise
• Comfortable with regression analysis, clustering, or other advanced quantitative methods.
• Familiarity with SQL, R, or Python for deeper data exploration is a plus, but not essential.


• eCommerce/Tech Experience
• Prior work in eCommerce, SaaS, or other tech-driven environments.

Why Join Us?

• Impactful Work
• Your insights will directly shape our user experiences and drive loyalty across global markets.


• Growth Opportunities
• We invest in learning and development, offering ample room to expand your skill set and career.


• Innovative Culture
• We’re exploring new approaches—like Generative AI—to push boundaries and spark fresh ideas.


• Collaborative Environment
• Work alongside passionate peers who value teamwork, creativity, and user-focused thinking.

Want to hear more? Find out more about Moonpig Group and what it has to offer here! Moonpig’s Commitment to Equality, Diversity and Inclusivity 
At Moonpig Group, we’re committed to creating an inclusive and caring culture with brilliant people who feel a real sense of belonging. We welcome and celebrate all diverse backgrounds to Moonpig Group, from working parents who need flexibility with their hours to individuals who are neurodiverse and prefer to work a certain way.We’re proud to have several employee-led committees within our organisation, including the LGBTQ+, Gender Balance, Neurodiversity and our EMBRACE (Educating Myself for Better Racial Awareness and Cultural Enrichment) Committees.We’ll continue to push for diversity and that sense of belonging so that all Moonpig Group employees feel safe and comfortable to be their true authentic self at work.