Senior Manager, UX Research (3-year contract)

Leads strategic user research and customer discovery for a venture within the Club's AOP programme, which aims to accelerate platform, product, people, performance and potential through digital transformation. It involves defining UX research strategy, driving omni-channel customer understanding, scaling ResearchOps, and advancing data-driven decision-making. The role partners closely with Product, Design, Technology, Marketing, Analytics, and enterprise stakeholders to embed customer insights into planning and delivery.

• Define and execute the venture's UX research strategy aligned to business, product and customer outcomes, and design and conduct generative and evaluative research programmes including contextual inquiry, in-depth interviews, usability testing, diary studies, surveys
• Concept testing and journey mapping.
• Identify customer needs, pain points, motivations and behavioural patterns to inform product and service strategy, and drive continuous validation of customer problems, solution desirability and experience effectiveness throughout the product lifecycle.
• Develop and maintain end-to-end customer journey maps spanning digital products, retail environments, venues and other customer touchpoints, and analyse customer behaviours and experiences across multiple channels to identify improvement opportunities.
• Translate customer research findings into clear, actionable recommendations for Product, Design and Business stakeholders, and support prioritisation decisions through customer evidence and experience insights.
• Build and operationalise the venture's UX ResearchOps capability, including governance frameworks, participant recruitment processes, research standards and tool selection.
• Establish scalable research practices, knowledge-sharing mechanisms and insight repositories, manage external research vendors, participant recruitment agencies and research-related budgets, and drive adoption of research best practices across the venture team.
• Partner with Data teams to define behavioural measurement requirements and success metrics based on analytics and data, and synthesise qualitative research findings with quantitative behavioural data and operational performance indicators.
• Develop insight frameworks and reporting mechanisms to support strategic and tactical decision-making, and support experimentation and hypothesis validation activities across the product lifecycle.
• Partner closely with Product, UX/UI Design, Technology, Marketing and Analytics teams to embed customer insights into planning and delivery processes, act as primary liaison with the Club's Customer Insight, Segmentation, Digital Experience, Research
• Legal and Compliance partners on UX research matters, and leverage existing customer, category and industry insights to support venture discovery activities.
• Foster knowledge sharing and evidence-based decision-making across stakeholder groups, ensure all research activities comply with privacy, governance, ethical and regulatory requirements, promote responsible and compliant customer research practices
• Ensure compliance with Responsible Gambling Policy (RGP) and all stipulated legal requirements about wagering to protect the integrity of the Club's business, and undertake other duties as assigned by the Line Manager.

• Bachelor's degree in Human-Computer Interaction (HCI), Psychology, Behavioural Science, Design, Business, Social Sciences or related disciplines.
• Minimum 8 years' experience in UX Research, Customer Experience Research, Service Design Research, Product Discovery or related disciplines.
• Proven experience operating at Lead, Principal, Head of Research or equivalent senior individual contributor level.
• Demonstrated track record supporting the launch, growth or optimisation of large-scale digital products and services.
• Proven experience establishing ResearchOps capabilities, governance frameworks and insight management practices.
• Strong experience conducting research across complex customer journeys involving multiple channels and touchpoints.
• Experience partnering with Product, Design, Analytics and Technology teams in agile product development environments.
• Strong expertise in UX research methodologies, including qualitative and quantitative research techniques.
• Proven experience leading customer discovery, problem validation, and product or service research initiatives.
• Ability to uncover customer needs, behaviours, pain points, and opportunities through structured research.
• Experience conducting usability testing, customer interviews, surveys, and journey mapping.
• Strong understanding of customer journey, service design, and end-to-end experience research.
• Experience establishing or improving research operations, including research processes, tools, participant management, and knowledge repositories.
• Ability to analyse and synthesise research, behavioural, and operational data into actionable insights.
• Experience designing and evaluating experiments, prototypes, concepts, and product features.

• Experience working in wagering, gaming, entertainment, fintech, e-commerce or other highly regulated digital environments.

• Competitive benefits package
• Dynamic working environment
• Development opportunities

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