Experience Researcher - Ecommerce (All Genders)

About the role

zooplus, a pet e-commerce company with over 25 years of experience, is looking for an Experience Researcher (User Experience Researcher) in Madrid. The Experience Intelligence team turns customer signals into confident decisions by connecting research, feedback, analytics, experimentation and journey insights. You will work with Service Designers, Product Managers, Product Designers, analysts and business stakeholders to understand pet owners, find improvement opportunities and turn insights into recommendations.

Key responsibilities

• Plan and run qualitative research such as in-depth interviews, usability testing, concept validation, diary studies and contextual research
• Analyse findings, identify customer needs, pain points, behaviours and motivations, and create hypotheses and opportunities
• Turn research into recommendations that support product and business decisions, and present findings clearly to stakeholders
• Help identify and prioritise opportunities, and contribute to the Journey Atlas by spotting recurring patterns and linking qualitative insights with other data
• Work with Product, Design, Data & Analytics, Marketing, Customer Care and others in workshops and discovery sessions

Required profile

• 2-5 years of experience in UX research, customer research, service design research or a related field
• Independent experience conducting qualitative research and working in digital products and e-commerce
• Fluent English
• Nice to have: business analysis, customer analytics or market research experience, familiarity with customer journey mapping and service design, and knowledge of tools such as Qualtrics, Dovetail, TheyDo or Miro

What we offer

• Hybrid working: 60% in the office, 40% at home, with the option to work 20 days abroad in approved countries
• Development opportunities, training and support, wellbeing offers, subsidised transport or bike leasing, and a 20% discount on products