Experience Researcher - Ecommerce (All Genders)

Employment: Full-time Experience level: Mid-Senior Level Job Description About the Role 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. Support Customer-Centric Decision Making 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. Contribute to the Journey Atlas 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. Qualifications Required: 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. Nice to Have: 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. Ideal Candidate Profile: 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. Additional Information Headquartered in Munich, with offices across Madrid, Krakow, Wroclaw, London and Vienna, we collaborate because we genuinely love working together - so you’ll be at the heart of an incredible, multinational team. We trust each other to get the job done, which means you’ll benefit from hybrid working, spending 60% of your time in the office and 40% at home. There’s an option to work for 20 days abroad in approved countries too. Add to that development opportunities that help you to shape your own career path, excellent training and support, wellbeing offers, subsidised transport or bike leasing, plus 20% discount across all our products, and you’ll begin to get a sense of what sets us apart. Find out more about the specific benefits at your local office in our blog posts . A note on compensation: We believe in being transparent about salary ranges. The range shown reflects the full scope that the role can grow into over time, depending on experience, skills, and impact. Most offers are positioned around the midpoint of the range, ensuring a fair and consistent approach across our teams. At zooplus, we believe in equal opportunity and support everyone to fulfil their potential. We recognise the power of listening and learning from each other and embrace diversity and inclusion of all. #LI-Hybrid Company Description With over 25 years’ experience, plus the same enormous passion and ambition we had on day-one, we’re trailblazers in the pet e-commerce industry. Our solutions make over 12 million customers genuinely happier – and that’s something we really care about. We work together to continually adapt; embracing change and the challenges it brings so that we can keep doing better. Join us and discover a place where your potential meets your passion for pets. That’s the power of plus.