The Role
Lead qualitative UX research across products, running generative and evaluative studies, B2B interviews, and intake processes. Build continuous discovery frameworks, tag findings in a research repository, triangulate insights with other data, and help establish operational foundations while mentoring researchers and partnering with product teams to shape decisions.
Summary Generated by Built In
Reward Gateway, part of Edenred, is a global leader in benefits and employee engagement. We help businesses attract, engage, and retain top talent through strategic reward, recognition, and well-being solutions.
Guided by our shared missions - ‘Making the World a Better Place to Work’ and ‘Enriching Connections, For Good’ - we’re committed to transforming workplaces and improving people’s daily lives.
Our team embodies entrepreneurial spirit, innovation, and respect. We push boundaries, speak up, and stay human, fostering a culture where imagination thrives.
Your Role in our Mission:
We're growing our research capability and looking for a UX Researcher to join us as we build it. You will not inherit a polished playbook; you will help write it! This role is here to strengthen customer understanding that shapes what we build and how we improve it.
This is a qualitative research role. You will work with numbers where they're relevant (surveys, on-site feedback, behavioural signals), but the work centres on understanding customer behaviour, motivations and needs through qualitative methods.
What You’ll be Doing:
- Run intake of research requests, reframing questions and matching the right method to the problem
- Lead generative and evaluative research across products (interviews, usability evaluations, surveys, on-site feedback) supporting product teams to drive product improvements for the best possible customer experience
- Run B2B interviews and qualitative research across the customer base
- Develop a framework for continuous discovery as the function matures
- Triangulate research findings with other insights from across the business
- Tag and store findings in our research repository so they are findable, reusable and connected to the broader picture
- Help build out the operational foundations of the research function.
- Mentor and support researchers as the team grows
Experience and Skills You Need in this Role:
- Applied UX research experience in a digital product environment
- Strong command of both generative and evaluative methods, with a clear sense of the value each brings
- A genuine instinct to reframe solution led requests into problem led research questions
- Comfort with ambiguity and the kind of curiosity that helps products be great
- Confident writing research plans and discussion guides and presenting findings to stakeholders up to board level in a way that holds their attention
- The ability to write findings that get read: clear, specific, tied to a decision, free of jargon
- Clear Communicator & Collaborator: You translate complex findings, methods, or engineering roadblocks into clear next steps for designers, engineers, and business stakeholders, bringing teams seamlessly from question to insight
- B2B or B2B2C experience, especially in HR tech, SAAS, employee benefits, fintech or related domains
- Experience with Jobs to be Done as a working framework
- Familiarity with research repository tools (Hey Marvin, Dovetail, or similar)
- Comfortable working with numbers in spreadsheets
- Exposure to commercial frameworks
The interview process:
- Phone screen with a member of the Talent Acquisition team
- First-stage interview with Talent Acquisition
- Second-stage interview with the Head of UX Research
- Third-stage task and interview with the Directors of Product, UX Research, and Design
At Reward Gateway | Edenred, we are committed to ensuring an inclusive and accessible recruitment process for all candidates. If you have any specific requirements or need reasonable adjustments at any stage of the recruitment journey, please let your Talent Acquisition Partner know. Your needs are important to us, and we want to ensure an equitable experience for every candidate.
Be comfortable. Be you.
We want every employee to feel comfortable bringing their passion, creativity and individuality to work. We value all cultures, backgrounds and experiences, because we believe diversity drives innovation and makes us stronger. Our approach to hiring and building teams is about more than filling roles - it’s about creating an environment where everyone can thrive, feel supported, and contribute to our mission of making the world a better place to work!
About
Reward Gateway is culture and client driven. We’re obsessed with putting the “Human” in HR and are proud to have been 100% dedicated to HR for over a decade. Since 2007, we’ve been right by the side of the world’s most innovative HR people, giving them beautiful products and tools they can use to attract, engage and retain their people.The world’s most successful companies treat their people differently. They generate stock market returns of twice their peers and they have half the employee turnover. 76% of CEOs recognize that employee engagement is vital to their success but only 24% say they have a highly engaged company. Bridging that engagement gap is what drives us.
Skills Required
- Applied UX research experience in a digital product environment
- Strong command of generative and evaluative research methods
- Ability to reframe solution-led requests into problem-led research questions
- Comfort with ambiguity and strong curiosity
- Confident writing research plans and discussion guides and presenting findings to stakeholders up to board level
- Ability to write clear, specific findings tied to decisions and free of jargon
- Plain, cross-disciplinary communication skills
- Collaborative mindset; build relationships across teams
- B2B or B2B2C experience, especially HR tech, employee benefits, fintech
- Experience with Jobs to be Done framework
- Familiarity with research repository tools (Hey Marvin, Dovetail, or similar)
- Comfort working with numbers in spreadsheets (Excel)
- Exposure to commercial frameworks
- Degree in HCI, cognitive science, psychology, anthropology, social sciences, humanities, or equivalent applied experience
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The Company
