UX & AI Insights Researcher

Role & responsibilities

As part of the Lumen Digital Experience (DX) organisation, the User Experience (UX) & AI Insights Researcher will play a pivotal role in advancing our understanding of customer behaviours, needs, and pain points. This role is designed to deliver actionable insights through qualitative and quantitative research, integrating data and analytics to inform design and content strategies. The ideal candidate will be a data-driven research specialist with a passion for human-centred design, digital analytics and leveraging AI to accelerate speed-to-insights. You will collaborate across UX, product and marketing teams to shape our digital roadmap and elevate customer experience.

Key Responsibilities

• User Research Planning: Plan, design and conduct moderated (20%) and unmoderated (80%) user research studies to evaluate web experiences and identify opportunities for improvement.
• AI-Driven Acceleration: Leverage AI-driven tools and techniques to accelerate speed-to-insights and enhance research efficiency.
• Methodology Selection: Develop research plans, define objectives, and select appropriate methodologies to gather actionable insights.
• Data Analysis: Analyze qualitative and quantitative data from user research and digital analytics tools to uncover patterns and inform decision-making.
• Insight Communication: Create clear, compelling reports and presentations to communicate findings and recommendations to stakeholders across DX, marketing, and development teams.
• Cross-Functional Collaboration: Collaborate with cross-functional teams to ensure research insights are integrated into design, content, and development roadmaps.
• Best Practice Development: Maintain and evolve best practices for user research within the DX organization, including documentation and knowledge sharing.
• Platform Utilization: Utilise platforms such as UserTesting.com and analytics tools (e.g., Adobe Analytics, ContentSquare) to drive continuous improvement.
• Trend Monitoring: Stay informed on emerging trends in UX research, data analytics and AI applications to continuously improve methodologies.
• [ST1]Deliver Actionable Insights: Ability to provide insights that improve conversion rates, reduce friction or enhance customer satisfaction with KPIs tied to research adoption and influence.
• [ST1]Deliver Actionable Insights: Ability to provide insights that improve conversion rates, reduce friction or enhance customer satisfaction with KPIs tied to research adoption and influence.

Required Qualifications

• Bachelors degree or equivalent experience in human factors, UX research, psychology or related fields.
• 1-3 years of professional experience in user research or UX insights roles.
• Proven ability to design and execute user research studies using platforms like UserTesting.com or similar tools.
• Proficiency with digital analytics tools (Adobe Analytics, Quantum Metric, Power BI) and ability to synthesise data into actionable insights.
• Strong communication skills with the ability to translate complex findings into clear, actionable recommendations.
• Experience working in agile environments and managing multiple priorities.
• Collaborative mindset and ability to work effectively with cross-functional teams.
• Passion for innovation and improving digital experiences through data-driven decision-making.

"We are an equal opportunity employer committed to fair and ethical hiring practices. We do not charge any fees and do not accept any form of payment from candidates at any stage of the recruitment process. If anyone claims to offer employment opportunities in our company in exchange for money or any other benefit, please treat it as fraudulent and report it immediately."