Experience Research Vice President
On-site · London, England, United Kingdom
Job Summary
Lead a team of experience researchers in Operations Experience Design to design, execute, and detail findings from experience research studies. Develop research strategies, mentor a diverse team, and translate research insights into practical, actionable recommendations to enhance user satisfaction and engagement across products and services. Drive measurable improvements by leveraging quantitative and qualitative methods, stay at the forefront of research methodologies, and support research at scale across regions and product areas. Communicate insights with clarity to stakeholders at all levels and balance research rigor with business needs while guiding teams through ambiguous challenges.
Required Qualifications
- 7+ years of experience or equivalent expertise in experience research, user experience design, or a related field, focusing on leading research initiatives and teams
- Demonstrated expertise in various research methods, including both quantitative and qualitative approaches to gather and analyze data for user experience design
- Advanced proficiency in survey and interview design, ethnography, and accessibility guidelines, ensuring inclusive and accessible user experiences
- Proven ability to design a multi-faceted research program where multiple researchers support the overall focus of the work
- Advanced leadership skills with experience in mentoring, coaching, and developing diverse teams of experience researchers and user experience designers
- Ability to quickly grasp complex business problems and translate them into actionable research plans
- Strong organizational and time management skills, with the ability to manage multiple priorities and projects simultaneously
- Confident communicator and storyteller, able to influence and engage stakeholders at all levels
- Comfortable making trade-offs between research rigor and business needs, with a pragmatic approach to delivering value
- Experience working in fast-paced, ambiguous environments, adapting research approaches to fit evolving business challenges
- Experience managing research tools and technology, and supporting designers in conducting their own research through resources and consultancy
- Experience supporting research at scale across regions and multiple product areas, with the ability to learn new platforms and build SME knowledge
- Experience working in an Operations or Customer Service environment
- Experience working in abstract or specialized environments with unique processes and workflows, requiring the ability to quickly learn and adapt to unfamiliar business practices
- Experience working with enterprise software applications that require scaling to multiple persona groups
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