UX/UI Researcher - CRO & Optimisation (12 month FTC Mat Cover)

Department: IT Business Core Systems

Employment Type: Fixed Term - Full Time

Location: Head Office, London

Description

Our UX/UI Global Researcher puts the customer first by combining customer research, conversion optimisation, behavioural analytics and management of our CRO agency partnership across ELEMIS UK and US ecommerce.

This role is accountable for the direction, prioritisation, governance and continuity of ELEMIS's CRO programme across the UK and US, supporting a sizable ecommerce business. It brings together customer research, behavioural and commercial data and agency delivery to drive customer-led decisions and support ELEMIS's journey towards unified commerce.

This is a hands-on role for someone who can work independently, set the experimentation direction and turn focused research and analysis into action.

What You Will Do

CRO agency and roadmap

Own the experimentation strategy and roadmap, using customer, performance and business insight to prioritise work. Direct the CRO agency, challenge proposals and monitor delivery, quality, value and utilisation, escalating risks as needed. Configure straightforward AB Tasty tests, lead business UAT and coordinate the relevant people for QA. Make go/no-go recommendations and ensure each experiment has a clear hypothesis, measurement plan and decision.

Behavioural and commercial insight

Use Contentsquare, GA4, AB Tasty and commercial data to diagnose customer friction and performance changes across markets, channels, devices and key page types. Monitor post-replatform performance and explain what changed, the likely drivers and the recommended action.

Customer research

Plan focused research using usability and prototype testing, customer interviews, card sorting, on-site surveys and session replay. Combine qualitative and quantitative evidence, competitor context and cross-market differences into clear recommendations.

Optimisation delivery

Identify opportunities across key journeys and work with the UX/UI Lead, product managers and engineering to move improvements into delivery. Create straightforward tests in AB Tasty where appropriate.

Stakeholder communication

Involve ecommerce, brand, product and design in prioritisation. Present clear, evidence-based recommendations and share customer and performance insight across the business to support unified commerce.

Research knowledge

Maintain the insight repository, experiment record and key decisions so teams can reuse what has already been learned and avoid repeating work.

What We Are Looking For

• Strong experience in ecommerce CRO or digital optimisation, with practical experience planning and conducting UX research, ideally in D2C / B2C retail
• Hands-on experience owning experimentation roadmaps and running tests in AB Tasty or a comparable platform, including hypothesis design, measurement, business UAT and QA coordination. Direct AB Tasty experience is strongly preferred
• Confidence using behavioural analytics tools such as Contentsquare alongside GA4
• Experience combining qualitative research and quantitative evidence into one recommendation
• Experience managing a CRO, research or analytics agency
• Commercial judgement and a clear understanding of ecommerce funnels, priorities and conversion
• Strong stakeholder management
• Ability to work independently and prioritise effectively

What We Offer You!

• We operate a Hybrid working model which means working any three days in our Baker Street (London) Head Office and two days working from home. We also operate with flexible working hours, which means core hours are between 10am - 4pm.
• 27 days holiday per year.
• Additional day off for your Birthday!
• Generous Staff Discount on all your favourite ELEMIS products and spa treatments, as well as discounts on L'OCCITANE Group products (including L'Occitane, Erborian and more).
• Annual Bonus.
• Excellent well-being policies including enhanced Maternity & Paternity policies, Income Protection, Life Assurance and more.
• Generous Holiday Allowance, increasing with length of service.
• Company Pension Scheme.
• Healthcare Cash Plan (with Dental).
• Employee Assistance Programme for all Associates and their families.
• Cycle to Work Scheme, Season Ticket Loan, Length of Service Awards.
• Much, much more!