UX Researcher

You believe in a user-centered design approach to crafting delightful and memorable experiences that users want, need, and love to use. You don't just guess what customers want, you use dedicated research methods, and data to find out.

You're obsessed with user behaviours, needs, and motivations, user personas, and unbiased actionable insights. You're a **world-class UX researcher**, who wants to be part of an industry-leading vision. A vision of being the world's most trusted provider of consumer internet privacy services. Our design teams craft delightful experiences empowering people to make their digital lives more private and secure.

We believe good design is as much about behavior and emotion as it is about utility and ease. We're guided by a highly iterative user-centered design process that combines research, data, and thoughtful critique. **We are never satisfied with the status quo.**

We currently have a growing design team, which works across our core mobile apps (Android and iOS), desktop apps (Windows and Mac), router apps, browser extensions, and our main website. Our design teams craft delightful experiences empowering people to make their digital lives more private and secure.

We're scaling our experience design function rapidly, and we'd like a world-class UX Researcher who wants to be part of an industry-leading vision.

**Responsibilities**:**You will**:

- **Search and destroy customer and user experience pain points. **We need you to solve the toughest business challenges by discovering exactly what customers need, eliminating guesswork and unfounded assumptions.
- **Use data analytics** to inform your hypotheses and validate your actionable insights.
- **Add valuable, actionable, and unbiased insights** into our design processes and enable all departments to use and support them for our website, our apps for 7 platforms, app-store listings, partner platforms and websites, and more.
- Champion and implement a range of qualitative and quantitative research methods to **uncover problems and opportunities.**:

- Deliver **UX and heuristic/usability analysis,** using appropriate methodology and techniques.
- **Conduct end-to-end user testing. Plan, recruit, and report, **using qualitative and quantitative research methods, to produce high-value actionable insights.
- **Create and define user personas** and embed them throughout the whole organization.
- Conceive of **hypotheses and ideas** for split-tests to improve conversion funnels and user engagement.
- Grow our research operations to **democratise research and empower teams** to access & utilise actionable insights.
- Run internal stakeholder workshops to **gain context, educate, and build consensus.**:

- **Partner** with product designers, creative & brand designers, video team, and various other departments of the business to deliver end-user insights.
- **B**e **responsible for timely, top-quality delivery.**

**Your success metrics will include**:

- How **actionable your insights are** from the research conducted & synthesised
- For example, what **business decisions are influenced or made** on the basis of your research findings and insights
- How **discoverable your actionable insights** are to the wider organisation.
- **Speed of delivery**. You will help to propel the experience design that keeps several other teams charging towards their goals in customer retention and revenue growth.

**Requirements**:

- **Extensive and proven UX research experience**, including heuristic and usability analysis, user testing, qualitative and quantitative methodology.
- An **outstanding portfolio showcasing world-class research and synthesis of findings and insights**, including a foundation in various methodologies and techniques.
- **Excellent research skills with in-depth knowledge** of heuristic and usability analysis, user testing, workshops, card sorting, and customer interview/inquiry techniques for digital products.
- Good **experience with split (A/B) testing** to increase sales conversion rates.
- **Expert proficiency** in research methodology and relevant tools for sharing findings and insights.
- Excellent **communication and problem-solving skills.**:

- Excellent command of the **English language.**:

- You're great at **collaborating with people** across several backgrounds and cultures towards a singular goal or vision.
- Able to take direction and execute projects; **deliver impeccable projects on deadline.**:

- Excellent **organizational and time management skills.**:

- **Confident but willing to learn.** You give and receive constructive criticism well. We want to learn with you and from you.
- Based in either **Singapore or Hong Kong** and willing to travel between the two locations when required.
- Comfortable **communicating with data analysts** on analytical topics.

**Optional**
- UX design expertise.
- Service and/or customer experience design expertise.

You:

- Are an **expert researcher**. You can confident