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Whitbread

Digital Customer Experience - User Experience Researcher

Whitbread

Hospitality · 10,001+ employees

4 d ago
Senior (5-10 yrs) Full-time
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About the role

You will lead customer research across digital products to ensure user needs drive product decisions from discovery to delivery. You will collaborate with cross-functional teams to translate complex findings into actionable recommendations and influence product strategy.

What they look for

User Experience Research Qualitative research Quantitative research User interviews Usability testing Surveys Behavioural analysis Journey mapping Google Analytics Adobe Analytics Contentsquare Product strategy Stakeholder management Accessibility Inclusive design

Requirements

The role requires significant experience in UX research within complex digital product environments and expertise in both qualitative and quantitative methodologies. Candidates must demonstrate the ability to influence senior stakeholders and possess knowledge of behavioural analytics platforms.

Benefits

Healthcare Pension Discounts on Premier Inn stays Restaurant brand discounts Annual incentive bonus

Full description

At Whitbread, we're transforming our digital products to create seamless, customer-centred experiences across our brands. We're looking for an experienced User Experience Researcher to champion the voice of the customer and ensure every product decision is grounded in evidence, insight, and real user needs.

Working as part of our Digital Product team, you'll partner with Product Managers, Designers, Engineers and Commercial stakeholders to uncover customer needs, validate solutions, and influence the future direction of our digital experiences

Role: UX Researcher

Contract Type: Full time, Permanent

Location: Chancery Lane, London

Why You’ll Love It Here

  • Healthcare: Family BUPA healthcare
  • 10% matched pension
  • Discounts: Up to 60% discount on Premier Inn stays and 25% discount on our Restaurant brand
  • Annual Incentive of up to 30% Bonus

Check out all our benefits here: https://www.whitbreadcareers.com/about-us/benefits/

What you’ll be doing:

You'll lead customer research across our digital products and journeys, ensuring that user needs and behaviours are at the heart of every product decision. From early-stage discovery through to delivery, you'll plan and conduct a range of qualitative and quantitative research activities, including user interviews, usability testing, surveys, behavioural analysis and journey mapping. Working closely with Product Managers and Designers, you'll uncover opportunities, validate concepts and help shape product strategy through evidence-based insights.

As a trusted voice of the customer, you'll collaborate with cross-functional teams across Product, Design, Engineering and Commercial functions to influence decision-making and improve customer outcomes. You'll translate complex findings into clear, actionable recommendations, create insight artefacts such as personas and customer journey maps, and help establish best-practice UX research standards, governance and ways of working. You'll also champion accessibility, inclusive design and continuous learning, ensuring customer insight drives both innovation and commercial success.

What you’ll need:

  • Significant experience in UX Research within complex digital product environments.
  • Strong expertise across both qualitative and quantitative research methodologies.
  • Experience influencing product strategy and senior stakeholders through evidence-based insight.
  • Knowledge of behavioural analytics platforms such as Google Analytics, Adobe Analytics or Contentsquare.
  • Experience building or developing UX research frameworks, tools, repositories and ways of working.