Experience Researcher - Ecommerce

• 2-5 years of experience in UX Research, Customer Research, Service Design Research, or a related field.
• Experience conducting qualitative research independently.
• Experience working in digital products and e-commerce environments.
• Strong synthesis, communication, and storytelling skills.
• Ability to influence stakeholders through evidence and insights.
• Experience collaborating with cross-functional teams.
• Fluent English.

• Experience in business analysis, customer analytics, or market research.
• Ability to connect customer insights with business metrics and commercial outcomes.
• Familiarity with customer journey mapping and service design practices.
• Experience working with subscription, loyalty, checkout, personalization, or retention-related domains.
• Knowledge of tools such as Qualtrics, Dovetail, TheyDo, Miro, or similar research and journey management platforms.

At zooplus, the Experience Intelligence team helps turn customer signals into confident decisions. We connect research, customer feedback, analytics, experimentation, and journey insights to enable teams to make more customer-centric and business-informed decisions.

We are looking for a User Experience Researcher to help us better understand pet owners, uncover opportunities for improvement, and translate customer insights into actionable recommendations for product, business, and experience teams.

You will work closely with Service Designers, Product Managers, Product Designers, Analysts, and business stakeholders to generate customer insights, identify experience gaps, and support continuous discovery across zooplus.

Your Responsibilities Conduct User Research

• Plan and execute qualitative research studies using a range of methods such as: In-depth interviews, Usability testing, Concept validation, Diary studies &Contextual research
• Analyze and synthesize findings into clear, actionable insights.
• Identify customer needs, pain points, behaviors, and motivations.
• Create hypothesis and suggest opportunities.

• Translate research findings into recommendations that support product and business decisions.
• Help teams understand customer needs and their impact on business outcomes.
• Contribute to opportunity identification and prioritization activities.
• Present findings in a compelling and stakeholder-friendly manner.
• Support the maintenance and evolution of the Journey Atlas as a source of customer knowledge.
• Identify recurring patterns, themes, and opportunities across customer journeys.
• Help connect qualitative insights with other data sources.
• Collaborate Across Teams
• Partner with Product, Design, Data & Analytics, Marketing, Customer Care, and other business functions.
• Participate in workshops, discovery activities, and insight-sharing sessions.
• Contribute to a culture of continuous discovery and evidence-based decision making.

We are looking for someone who:

• Is curious about customer behavior and business performance.
• Can move comfortably between customer insights and commercial opportunities.
• Enjoys working in ambiguity and helping teams make sense of complex information.
• Understands e-commerce customer journeys and digital product ecosystems.
• Is collaborative, proactive, and eager to learn.
• Wants to help scale customer understanding across the organization, not just deliver research projects.