Senior Manager, UX Research (3-year contract)

Leads strategic user research and customer discovery for the AOP programme, which aims to transform digital capabilities and accelerate platform, product, people, performance and potential. It works within a diverse team spanning product, technology, operations, delivery and change to create next-generation experiences and strengthen capabilities that support future growth. The position partners across the venture and wider organisation to embed customer insight into planning and delivery.

• Lead strategic user research and customer discovery, defining and executing the venture's UX research strategy aligned to business, product and customer outcomes.
• 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 across digital products, retail environments, venues and other customer touchpoints, and analyse cross-channel behaviours and experiences 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, tool selection, scalable research practices, knowledge-sharing mechanisms and insight repositories
• And drive adoption of research best practices across the venture team.
• Manage external research vendors, participant recruitment agencies and research-related budgets.
• Partner with Data teams to define behavioural measurement requirements and success metrics based on analytics and data, 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 across the product lifecycle.
• Lead cross-functional and enterprise collaboration with Product, UX/UI Design, Technology, Marketing and Analytics teams
• Act as the primary liaison with Customer Insight, Segmentation, Digital Experience, Research, Legal and Compliance partners
• Leverage existing customer, category and industry insights generated across the organisation to support venture discovery activities
• And foster knowledge sharing and promote evidence-based decision-making across stakeholder groups.
• Ensure research activities comply with privacy, governance, ethical and regulatory requirements, promote responsible and compliant customer research practices, comply with the Responsible Gambling Policy and all stipulated legal requirements about wagering

• 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