Senior User Researcher (Customer Journey)

📋 Description

• • Join Back Market, a global leader in refurbished tech, on a mission to make technology reliable, affordable, and environmentally conscious. We are dedicated to reducing the environmental impact of technology by offering trustworthy, affordable devices that boast significantly lower carbon emissions compared to new products. Every device purchased through Back Market contributes to a more sustainable future, embodying our core principle: 'do more with what we already have.' We are seeking a highly motivated and experienced Senior User Researcher to become a pivotal part of our User Research team, playing a crucial role in ensuring our offerings deeply resonate with consumers and align with evolving market trends.
• • In this impactful role, you will spearhead research initiatives focused on the entire Customer Journey. Your responsibilities will span from developing a strategic understanding of our market and customer base to rigorously testing new concepts and validating innovative ideas. A key aspect of your mission will be to embed and champion user research practices within our cross-functional design teams, fostering a culture of user-centricity. Millions of buyers engage with Back Market daily, seeking a superior and more sustainable approach to purchasing technology. Your insights will be instrumental in shaping every phase of our product development lifecycle. This includes guiding new product strategy, informing our market positioning, refining user interface and experience designs, and optimizing the post-launch customer experience. If you are passionate about contributing to the future of sustainable technology and are driven to deliver exceptional consumer experiences, we enthusiastically invite you to apply.
• • Your primary mission will involve leading strategic research to cultivate a profound understanding of our diverse customer base. This includes delving into their behaviors, motivations, and unmet needs, as well as analyzing the broader market landscape. You will be adept at leveraging both qualitative and quantitative data sources to uncover compelling narratives that will directly inform our product strategy and overall business direction. This strategic foresight is critical for identifying new opportunities and ensuring our products meet evolving consumer demands.
• • Furthermore, you will drive research efforts during the crucial innovation and ideation stages. This involves designing and executing studies to rigorously evaluate new concepts, features, and value propositions early in the development cycle. By providing timely and actionable insights, you will empower the team to iterate quickly and confidently, reducing the risk associated with new product launches and feature development.
• • A significant part of your role will be hands-on research execution. You will be responsible for designing and conducting high-quality research studies that cover the entire customer journey, from initial discovery and consideration through to purchase, usage, and post-launch engagement. You will possess the expertise to select and apply the most appropriate research methodologies for each specific question, ensuring the validity and reliability of your findings. A key output of your work will be the ability to distill complex research findings into clear, concise, and actionable insights that can be readily understood and acted upon by stakeholders at all levels of the organization.
• • Beyond conducting research, you will play a vital role in building and scaling research capabilities across our product teams. This includes coaching and mentoring designers, product managers, and other team members to plan and execute effective usability testing and other research activities. You will help them develop the necessary skills, judgment, and confidence to integrate user insights seamlessly into their day-to-day work, thereby fostering a pervasive culture of curiosity and user-centricity throughout the company. This enablement function is key to ensuring research is not a siloed activity but a shared responsibility.
• • You will be a key advocate for the user, ensuring their voice is heard and understood throughout the product development process. Your ability to translate research data into compelling stories and strategic recommendations will be essential for influencing product roadmaps and business decisions. This role offers a unique opportunity to make a tangible impact on a rapidly growing company with a strong social and environmental mission, shaping the future of sustainable e-commerce.