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User Research Lead

Job Title:
User Research Lead

Job Ref:

Tower Bridge, SE1


UX and Design

Job Description

Working for, you will be responsible for developing a User Research strategy that will help us understand our customers` thought processes. You will bridge the gap between issues and opportunities identified by our Web Analyst and the solutions delivered by our UX Team, so we deliver what users actually need and not what we think they want.

This is a role for a proactive User Researcher Lead who also has the ability to map customer journeys and the experience to identify the most appropriate form of user research for all our unanswered questions. You will be working with other User Researchers across all of ZPG, sharing knowledge and best practice based on qualitative and quantitative data that you have gathered and helping improve our product in a UCD approach.

Key responsibilities

  • Conduct and guide user research in order to understand the needs of our customers
  • Conduct qualitative research to uncover the underlying reasons why people do what they do on our website, their opinions and motivations
  • Conduct qualitative research to uncover attitudes, opinions, behaviours, etc.
  • Identify appropriate A/B and multivariate split tests to run
  • Work with BI team to ensure all customer journeys are tracked and monitored appropriately
  • Work with User Researchers with in the Scrum Team(s) to ensure solutions meet the desired objectives,
  • When and where appropriate, to conduct user research as part of the Scrum Team(s).
  • Liaise with internal stakeholders to ensure their needs are met
  • Help ensure continuity of customer experience across our website
  • Assist in improving the customer journeys and overall experience across the site
  • Assist in identifying opportunities to improve the customer experience
  • Assist with improving revenues without negatively impacting the user experience
  • Report issues and opportunities to the Management Team
  • Have a natural curiosity to uncover the undiscovered

Essential skills

  • A passion for improving the customer experience
  • Previous user research experience in a B2C role
  • Strong understanding of usability and user experience principles and techniques
  • Recognise the most appropriate user research methodology for each situation
  • To be able to understand data and make appropriate business decisions
  • Ability to draw hypothesis from data
  • A self-starter who can research and identify opportunities
  • Excellent numeracy & statistical skills
  • Excellent communication skills
  • An understanding of SEM and PPC
  • Extensive experience in using analytic tools (such as Google Analytics)
  • Customer journey mapping

About ZPG (

ZPG owns and operates some of the UK`s most trusted digital brands that help empower smarter property and household decisions including Zoopla, uSwitch, Money, PrimeLocation and SmartNewHomes.

We are also one of the leading residential property data and software providers with a range of products including Hometrack, Calcasa, TechnicWeb, Ravensworth, Alto, Jupix, ExpertAgent, PropertyFile and MoveIT. Our websites and apps attract over 50 million visits per month and over 25,000 business partners use our services.

ZPG was founded in 2007 and has a highly experienced management team, led by Founder & CEO, Alex Chesterman OBE.

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