Lead UX Researcher

We’re seeking a Lead UX Researcher to join our team at Trustpilot. You will be responsible for understanding B2B and end users of Trustpilot. This will include conducting foundational and directional research across the product, working with different cross-functional feature teams.

As a team, you will frame opportunities, conceptualize, explore and iterate your way to delivering value for the millions of people and businesses using Trustpilot. You will solve challenging and stimulating research problems, as well as identify opportunities to improve our user experience across products.

What you’ll be doing:

• Shape the strategic direction of user research initiatives, using qualitative and quantitative research techniques to deeply understand user needs, elevate the customer voice, and deliver insights that influence company-wide decisions. You will drive research for key current projects as well as visionary, future-focused initiatives.
• Lead the development of innovative research methodologies, designing and refining novel approaches to address complex, cross-functional challenges. Anticipate potential obstacles and guide your team in adapting research methods accordingly.
• Champion research-driven insights, ensuring they shape product development and design. As a Lead, you will raise the standard of research impact through regular design feedback sessions and foster close partnerships with designers, product managers, and engineers across the organization.
• Guide cross-functional research processes, collaborating closely with product designers to distill, communicate, and transform data into actionable insights that directly influence strategic product decisions.
• Mentor and coach a team of researchers, leading by example and providing hands-on guidance. Empower team members on specific projects while fostering their professional growth and encouraging high standards of research excellence.
• Develop and lead high-quality research proposals that clearly articulate research objectives, align stakeholders, and define the scope, ensuring research initiatives are strategically integrated into the product roadmap.
• Oversee the creation of cohesive user experiences by guiding research efforts across user journeys and working closely with designers to ensure an integrated, user-centered approach.

Who you are:

• 7+ years of UX research experience, with demonstrated success in leading complex and cross-functional research projects that drive significant product improvements.
• Expertise in designing and implementing impactful research strategies, with the ability to create and oversee implementable plans for solving complex challenges at scale.
• Proven track record of setting a high standard for research quality, with a portfolio of case studies that demonstrate thought leadership, analytical rigor, and the ability to influence product direction.
• Deep experience with product roadmaps and strategy, with a demonstrated ability to identify knowledge gaps, align research with business goals, and work collaboratively with cross-functional partners to prioritize high-impact research.
• Dedication to advancing UX research practices, with experience in mentoring researchers and educating colleagues on methods, fostering a culture of research excellence.
• Strong examples of your leadership in research projects, with experience in developing strategies and setting research agendas that align with product and company objectives.
• A proactive, growth-oriented mindset with a track record of ownership over complex problems, and a passion for driving product innovation and continuous improvement.
• Commitment to agile and team-oriented product development practices, with a collaborative approach that enhances both individual and team performance.
• Exceptional communication and interpersonal skills, with the ability to articulate research insights clearly and compellingly to diverse audiences across the company.

What’s in it for you:

• A range of flexible working options to dedicate time to what matters to you
• Competitive compensation package + bonus
• 25 days holiday per year, increasing to 28 days after 2 years of employment 
• Two (paid) volunteering days a year to spend your time giving back to the causes that matter to you and your community
• Rich learning and development opportunities are supported through the Trustpilot Academy, LinkedIn Learning, and Blinkist
• Pension and life insurance
• Health cash plan, online GP, 24/7, Employee Assistance Plan
• Full access to Headspace, a popular mindfulness app to promote positive mental health
• Paid parental leave
• Season ticket loan and a cycle-to-work scheme
• Central office location complete with table tennis, a gaming corner, coffee bars and all the snacks and refreshments you can ask for
• Regular opportunities to connect and get to know your fellow Trusties, including company-wide celebrations and events, ERG activities, and team socials.
• Access to over 4,000 deals and discounts on things like travel, electronics, fashion, fitness, cinema discounts, and more.

Still not sure?

We want to be a part of creating a more diverse, equitable, and inclusive world of work for all. We’re excited to hear about your experiences as well as how you will contribute to our working culture. So, even if you don’t feel you don’t meet all the requirements, we’d still really like to hear from you!