Senior UX Researcher

Job Title

Senior UX Researcher - Store Experience (Cash Management)

Location

London / UK Based

Remuneration

550- 650 per day (via Umbrella Company)

Contract Details

Temporary, 6 months, Full Time

Responsibilities

Research Ownership & Delivery

• Own and lead UX research for the cash management and handling programme, with support from a Senior Research Lead.
• Develop a deep understanding of current cash handling processes used by store colleagues.
• Identify user groups, roles, motivations, and constraints related to cash systems.
• Map out end-to-end cash management journeys in their existing state ("as-is").

Insight & Impact

• Identify strengths and weaknesses in current cash management tooling and processes.
• Surface user needs, pain points, and job-to-be-done insights to inform the design of a new in-house system.
• Deliver structured, evidence-based findings that directly inform UX design, product decisions, and system architecture.

Collaboration

• Work closely with UX Designers, Product Managers, Engineers, and Data teams.
• Partner with design and product leadership to ensure research insights are embedded in decision-making.
• Help teams balance business constraints with colleague needs.

Ways of Working

• Scope, plan, and conduct qualitative research, including contextual inquiry and in-store observations.
• Conduct interviews with store colleagues, journey mapping, and usability testing as necessary.
• Communicate insights clearly and efficiently to a wide range of stakeholders.

The Opportunity

Join our client in a pivotal role as a Senior UX Researcher, where you will support a vital cash management transformation programme impacting store colleagues across the UK. With an ambitious shift to an in-house cash management system, your insights will guide the design and implementation of this change. This hands-on, field-based position requires collaboration with store operations and will involve time spent in-store conducting research.

About You

Essential Experience

• Senior-level UX Research experience with complex digital products.
• Strong background in qualitative research and mixed-method approaches.
• Proven ability to translate real-world behaviors into clear insights and recommendations.
• Experience influencing design and product direction in an agile environment.

Highly Desirable

• Experience in retail, logistics, or frontline environments.
• Exposure to cash handling, payments, or operational systems.
• Strong understanding of software as part of end-to-end service design.
• Experience working within large enterprise organizations.

Pontoon is an employment consultancy. We put expertise, energy, and enthusiasm into improving everyone's chance of being part of the workplace. We respect and appreciate people of all ethnicities, generations, religious beliefs, sexual orientations, gender identities, and more. We do this by showcasing their talents, skills, and unique experience in an inclusive environment that helps them thrive.

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