UX Researcher
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Job Description
UX/CX Researcher conducting qualitative and quantitative research for Hard Rock Digital’s online sportsbook, casino, and social gaming products. Turning player insights into product and marketing improvements.
Responsibilities:
- Translate business questions into actionable UX/CX research plans supporting Product, Design and Marketing priorities
- Scope, prioritise, resource and deliver research projects on time and to a high standard
- Deliver qualitative and quantitative research projects end-to-end, including briefing, method selection, scripting, fieldwork, analysis and reporting
- Organise participant recruitment and conduct usability testing, customer journey mapping, experience evaluations, and concept and prototype testing
- Identify pain points, opportunities and improvements across websites, apps, features, content and propositions
- Track and report CX measures including NPS, SUS, satisfaction and ease of use
- Contribute to, build and update dashboards and summaries
- Connect CX measures and behavioural trends with customer attitudes, segments and experiences
- Facilitate in-person and remote research or design workshops
- Develop approaches to recruit hard-to-reach player segments, including VIP players and customers in specific state markets
- Monitor UX/CX developments in gambling, gaming and relevant consumer sectors
- Bring competitor and industry best practices to the team and share tools, techniques and learnings across the UX and Insights community
Requirements:
- 3-5 years of experience in a UX or CX research role, ideally within digital products, gambling, gaming or a comparable consumer sector, or demonstrable interest in the gambling sector
- Practical experience working on qualitative and quantitative research, online and in person
- Experience with usability testing, journey mapping, concept and prototype testing, and CX measurement, including NPS and CSAT
- Confidence using UserTesting, Qualtrics, SurveyMonkey, Survicate and Power BI
- Ability to learn new tools quickly
- Ability to use AI-assisted tools responsibly while maintaining research ethics, data privacy and confidentiality
- Comfortable presenting results to key stakeholders
- Ability to work collaboratively in a fast-paced, scaling environment
- Understanding of research ethics, participant consent and data privacy
- Ability to handle player information responsibly
- Ability to work effectively in a remote environment
- Confident communication with colleagues and vendors through video calls, Slack or Microsoft Teams
Benefits:
- Competitive pay and benefits
- Flexible vacation allowance
- A hybrid / remote working environment
- Startup culture backed by a secure, global brand
- Roster of Uniques
- Diverse and inclusive work environment
- Equal opportunity employer
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