Head of User Research

Norwich / London / Remote

The company

Naked Wines connects everyday wine drinkers with the world's best independent winemakers.

Why? Because we think it's a better deal for everyone. Talented winemakers get the support, funding and freedom they need to make the best wine they've ever made. The wine drinkers who support them get much better wine at much better prices than traditional retail.

Our mission is to change the way the whole wine industry works for the better. Better for customers, better for winemakers and better for our people. And it’s working. Revenues have tripled in the last 5 years, and were up 75% last year alone. We are the largest direct-to-consumer online wine business in the USA.

We’re now at an inflexion point in the company’s history. From startup to scale up. From challenger to market leader. From UK centric business to market leadership in the huge and fast growing US market.

It’s a great time to join a company poised to fulfil its potential.

The team

You’ll join our newly established Product Management function at the centre of our growth strategy. Our mission is to accelerate growth globally by improving the core customer experience, allowing us to attract, acquire and retain passionate wine drinkers better than we ever have done before. Whether it’s our customer onboarding experience, our core ecommerce shopping experience or our community, we see opportunity to invest in improving the customer proposition, and build a better business as well as a bigger one, which is why we’re investing significantly in product & technology squads to do just that.

Our product & technology squads will be based across Denver (US), London (UK) and Norwich (UK)

  • Work closely with Product Managers and UX Designers to identify and evaluate research topics, create testable hypotheses against problem/statements and influence overall product strategy - educating best practices, setting up toolkits for self serve
  • Conduct broader, strategic, qualitative research to gather insights for new product development through online testing tools, and face-to-face (either remotely or in person when we can) to ensure the needs of our customers are fully understood.
  • Deepen these insights in collaboration with Product Analysts to create actionable product/feature opportunities that help us meet customer and business goals.
  • Plan and implement user research strategies and methodologies. Supporting squads with self serve training, coaching and capabilities.
  • Model insights to deepen the understanding of our customers - such as personas and user journey maps
  • Clearly articulate findings, customer insights and make recommendations to product managers, squads and the wider business
  • Help promote user centred design principles and best practice across the business
  • Evangelise the role and impact of qualitative research
  • Research budget responsibility.
  • Five or more years of commercial UX research experience with proven results of increasing conversions and other UX metrics.
  • Degree level in a human behaviour related field (or equivalent and demonstrable work experience)
  • Ability to perform all research-related tasks including research, planning, evaluating, and iteration
  • Experience of conducting user interviews and remote testing tools
  • Ability to formulate specific, answerable, and practical questions
  • Ability to collaborate effectively with stakeholders and act as a strategic partner in product decisions
  • Comfortable managing and utilising a diverse set of user research tools as required
  • Demonstrable experience of to paint a clear picture of what the data is telling us
  • A strong desire for creative problem-solving with a positive attitude
  • Excellent time-management skills
  • Highly motivated self-starter able to work with minimal supervision and direction
  • Previous line management and hiring experience
  • Experience in setting up a Research function from the start
  • UX and Research advocate with strong communication and influencing skills who has introduced new methodologies and ways of working into an established organisation
  • Experience partnering with Product Analytics and UX
  • Competitive salary
  • Annual performance-related bonus
  • Long term incentive plan and annual Freeshares schemes
  • Employer pension (if applicable) and healthcare
  • Personal Training budget
  • More than the odd chance to earn some free wine, plus wine credits

If you fit the bill, then we want to hear from you - please get your CV over to jobs@nakedwines.com