UX Researcher

About ZAVA

We're on a mission to provide our patients with accessible and dependable healthcare at a fraction of today's cost. Our team of Doctors, Engineers, Customer Support Advisors, Marketers, Product Managers, UX Designers, Pharmacists, and Commercial and Operations Specialists works collaboratively to develop and maintain a digital healthcare platform that suits our patients' needs and schedules. The pandemic changed our lives, requiring us to find flexible, remote and innovative healthcare solutions to meet our needs during challenging and changeable periods. Many of our patients turned to telemedicine as a convenient solution to getting their healthcare online from the comfort of their homes. By delivering a safe and efficient digital healthcare service, we've provided over 13 million consultations across the UK, Germany, France, and Ireland, enabling millions of people to have essential access to healthcare when they need it most. It's our motivation to continue fulfilling their needs and to expand further to meet the needs of others, ensuring we're always there with the latest tech, treatments and advice. We're doing more than providing healthcare, we're enabling and empowering people by making healthcare work for them. We're here because we care about healthcare, and we plan to be the largest digital primary healthcare platform for people across Europe.

About the role

We're looking for a User Experience (UX) Researcher to join our Product team and take full ownership of research at ZAVA. As the first dedicated researcher, you'll help shape our understanding of patient needs, validate our hypotheses, and uncover new opportunities to improve our digital healthcare services. You will work closely with product managers, designers, engineers, and stakeholders across the business to ensure our products and services are deeply informed by user insights. This role is perfect for someone who thrives in a fast-paced environment and is excited by the opportunity to build a research function from the ground up. While your core focus will be UX research, experience in user experience (UX) would be a bonus, enabling you to support the wider UX team in improving patient interactions across all touchpoints.

Key Accountabilities

• Lead and conduct end-to-end UX research across all stages of the product development lifecycle, from exploratory research to usability testing.
• Develop and execute a research roadmap, ensuring our patient experience is continuously improved through insights and evidence-based decision-making.
• Own and evolve ZAVA's research framework, standardising processes, methodologies, and tools to ensure high-quality insights.
• Collaborate with Product Managers and UX Designers to validate assumptions, identify pain points, and uncover unmet patient needs.
• Use a variety of qualitative and quantitative research methods, including user interviews, surveys, usability testing, and data analysis.
• Synthesize and communicate findings effectively, ensuring insights are actionable and integrated into product strategy.
• Work cross-functionally with Clinical, Operations, Marketing, and Engineering teams to align research efforts with business goals.
• Support the wider UX team by applying CX methodologies, ensuring a seamless and consistent experience across all patient touchpoints.

Technical skills & experience

• Proven experience in UX research, ideally in a digital healthcare or regulated industry.
• A strong understanding of UX, human behaviour, and research methodologies.
• A range of research techniques, including usability testing, surveys, in-depth interviews, and data-driven analysis.
• Ability to translate research findings into actionable recommendations.
• Confidence in working independently, prioritising research initiatives, and owning the research function in a product-led organisation.
• Strong collaboration and communication skills, with the ability to influence cross-functional teams and stakeholders.
• Comfortable working in fast-paced, agile environments.
• Proven experience in UX research, ideally in a digital healthcare or regulated industry.
• A strong understanding of UX, human behaviour, and research methodologies.
• A range of research techniques, including usability testing, surveys, in-depth interviews, and data-driven analysis.
• Ability to translate research findings into actionable recommendations.
• Confidence in working independently, prioritising research initiatives, and owning the research function in a product-led organisation.
• Strong collaboration and communication skills, with the ability to influence cross-functional teams and stakeholders.
• Comfortable working in fast-paced, agile environments.

Nice to have, but not at all essential

Experience conducting research in the healthcare and clinical sphere, with sensitivity to patient care, accessibility, data privacy, and clinical workflows.

Personal qualities

• Humble; you listen and take on feedback, you are kind and caring to those around you.
• Inquisitive; you question the status quo, dare to do things differently and explore the possibilities.
• Resilient; you embrace change and face challenges.
• Macher; you are innovative and rise above the rest to use your initiative to improve, develop and deliver.
• Collaborative; you actively share ideas, work together to drive goals as a team.
• People-focused mentality, you lead the way in incorporating user feedback, behaviours and data to hone your designs.
• You are compassionate, empathetic and have a passion for your craft. You love what you do and always look to improve and bring that enthusiasm to the team.

Benefits from the day you join

33 days per annum pro-rata (inclusive of public and bank holidays) + birthday off

Free access to Wellness Cloud, advice, counselling, and corporate discounts

20% off all ZAVA products & services for you and your friends and family

Healthcare cash back plan through SimplyHealth

Remote, hybrid, and flexible working

MacBook Pro

Flexible bank holidays - take the ones that matter the most to you.

Additional benefits following the probation period

£500 training budget per year

Vitality Private Health Insurance + Vitality discounts inc headspace membership

Workplace Nursery Salary Sacrifice Scheme

Company sabbatical after 2 years

Opportunity to work from overseas for 2 months each year

Cash vouchers after 3, 5, and 10 years of service

We are working hard to try and level the playing field wherever we can. We know from research that men are happy to apply for positions where they fit just 60% of the requirements, whereas women and underrepresented groups often will not apply unless they feel they are a super close match. If you don't think you meet all the requirements that you see above, we encourage you to apply and tell us what we can do to give you your best shot - if you want. Please note: certain positions will be subject to a satisfactory DBS check.