Whitbread
Digital Customer Experience - User Experience Researcher
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About Whitbread
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.
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.
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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.
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We believe that everyone is unique and there should be no barriers to entry and no limits to ambition. We are committed to being an inclusive organisation that values diversity and welcomes your application whatever your background or situation.
Under-represented groups such as women, ethnic minorities, people with disabilities & members of the LGBTQIA+ community (those who identify as lesbian, gay, bi, trans and non-binary or those who use a different LGBTQIA+ term), are strongly encouraged to build a career with us. Speak to us about workplace adjustments, part-time and flexible working. Where possible we will support this.
Job Details
- Job ref: 197953-4492
- Advertised: 29 Jul 2026
- Application closed: 13 Aug 2026
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