UX Research & Experience, Senior Consultant

Master Works is seeking a UX Research & Experience, Senior Consultant to lead user experience research, experience governance, and continuous improvement activities. Act as the principal UX expert supporting the Digital Experience function.

Reporting Line: Operates within the Journeys & User Experience Department, reporting directly to the Department Manager, to ensure alignment with the department’s experience targets and deliverables.

Key Responsibilities:

• Plan and conduct UX Research.

• Perform UX Audits across digital platforms.

• Lead usability testing and A/B testing.

• Analyze behavioral analytics and Voice of Customer insights.

• Design concepts, wireframes and prototypes (low-to-high fidelity) ready for stakeholder review and user testing.

• Measure post-launch experience and adoption.

• Produce actionable UX recommendations and improvement roadmaps.

• Facilitate discovery and experience workshops.

• Support accessibility and digital experience compliance.

Required Expertise:

• UX Research & Discovery (interviews, exploratory research, benchmarking)

• Behavioural & Product Analytics (web/product analytics platforms, e.g., Matomo, GA4; session analytics, e.g., Microsoft Clarity)

• Usability Testing (moderated and unmoderated; testing tools, e.g., Maze)

• Design & Prototyping (Figma / FigJam)

• Voice of Customer & CX Listening (NPS, CSAT; listening tools, e.g., Lucidya)

• Experience Strategy & Governance (experience KPIs, improvement roadmaps, DGA / NDS standards, DXP environments)

Expected Deliverables

• UX Audit Report — per platform against NDS and accessibility standards (all MIM platforms).

• Usability Testing Report (methodology, findings, recommendations) — per testing round / per service before launch. (min 8 reports per quarter)

• Behavioural Analytics Report — monthly or quarterly, based on platform data. (min 8 reports per quarter)

• VOC Insight Report (operations tickets, NPS, CSAT analysis and recommendations) — quarterly. (min 8 reports per quarter)

• UX Research Report (interviews, discovery research, benchmarking) — per study. (min 8 reports per quarter)

• Research Repository — foundational setup, then continuously maintained.

• Journey Maps (As-is / To-be) for the investor journey — per journey.

• Experience Measurement Framework (KPI definitions and measurement methodology) — foundational, one-time.

• Post-launch Experience Report — per launched service.

• UX Improvement Roadmap with closure tracking — quarterly.

• DGA Evidence File consolidating research, testing, and measurement outputs — annual, ahead of the assessment cycle.

• All reports must include methodology, sample, and supporting evidence.

Expected Outcomes

• Operate the Digital Enablement Department with senior-level expertise.

• Improve digital services and investor journeys.

• Enable data-driven continuous improvement.

• Deliver measurable outputs: the Digital Experience Maturity evidence file, NDS audit cycles for the three platforms, quarterly VOC insight reports (tickets, NPS, CSAT), and concept prototypes for new initiatives.

• Increase business value and service quality.

• Strengthen collaboration between Demand Management, Product, and Digital Enablement.

Job Location: Client Site