Junior User Experience Researcher

Description

The company is a technology enterprise in the optics and optoelectronics industries, founded in Germany in 1846 and operating in 50 countries. It is wholly owned by a foundation.

This role is based in Castiglione Olona, Italy, within the Omnichannel Customer Experience team at the company's Vision Care unit in Italy. The team looks at customer needs, tracks satisfaction and improves the experience for customers, including eye care professionals.

The team works across the business and blends customer insights, research and a human-centred approach. Its work covers both digital and traditional customer touchpoints.

Responsibilities

• Study customer behaviour, analyse feedback and turn research findings into practical business insights.
• Work with the Head of Omnichannel Customer Experience and colleagues across the organisation to build the Voice of the Customer programme, track customer satisfaction and refine customer journeys.
• Lead UX research by designing and running qualitative and quantitative studies, such as customer surveys, interviews, usability tests, focus groups and workshops.
• Track satisfaction metrics including NPS, CES and CSI, apply statistical methods and use Power BI to spot trends, assess feedback and find areas to improve.
• Write clear reports, present findings and work with Marketing, Sales, Customer Care, IT and Digital to turn customer feedback into real improvements.
• Create customer personas, map customer journeys and find ways to improve the omnichannel experience, including digital platforms and self-service tools.
• Promote Design Thinking across functions, run workshops and keep customer needs central to business decisions and digital projects.

Requirements

• A degree in Psychology, Sociology, Statistics, Communication Sciences or a related field, plus about 1-2 years of experience in UX research, customer insights, market research or a similar analytical role.
• A solid grasp of qualitative and quantitative research methods, including survey design, sampling, statistical analysis and reading customer feedback.
• Experience analysing data and turning findings into useful recommendations, with knowledge of customer satisfaction metrics and tools such as Power BI.
• An understanding of customer journey mapping, personas, user behaviour and human-centred design, ideally gained in B2C, B2B or B2B2C settings.
• Strong communication, interpersonal and organisational skills, including working across departments, managing priorities and explaining complex findings clearly. Fluency in Italian and English is essential.
• Desirable: experience with Voice of the Customer platforms or survey tools such as Qualtrics or Medallia, and knowledge of statistical tools such as R.
• Desirable: familiarity with Design Thinking methods and collaboration tools such as Miro, plus basic Figma skills for simple edits to existing prototypes or mock-ups.
• Desirable: prior work on digital customer experience, omnichannel initiatives, usability research or improving self-service solutions.

Conditions

The role starts with an on-site induction of about 1-2 months covering onboarding, training and integration into the team. After that, you work on-site three days a week and remotely two days a week.

Salary is €30,000 to £35,000 gross per year (RAL), depending on experience.

You join a collaborative specialist team, can build your expertise, contribute to international projects and gradually take on end-to-end UX research.

The company is an equal opportunity employer.

Benefits

• A hybrid working model that balances office and remote work.
• Subsidised canteen.
• Performance-based bonus that also considers production and attendance.
• Welfare benefits.