UX and Customer Experience Researcher

About this role

## Company Description

About Us

The racing world is not just exciting, it brings communities together across the state. Racing and Wagering Western Australia (RWWA) is at the center of this world and more than 24,000 people choose to join us in our quest to forge a sustainable future for racing in WA.

Our business is unique, which means we can offer careers which are interesting, challenging and diverse. Our values are important to us so, to be successful, you’ll have to share them. We respect one another, are accountable for our goals, connecting with everyone and bringing excellence to achieve great outcomes. We work hard but have fun while we’re doing it.

## Job Description

About the role

We are looking for an experienced UX Researcher to join our team on a permanent full-time basis.

The UX and Customer Experience Researcher plays a critical role in enhancing customer engagement and experiences by applying human-centred design principles to assess and improve products, services and customer journeys. Working closely with product teams, analytics, technology, and service managers, you will identify research initiatives, uncover customer and user pain points, and drive meaningful product and experience enhancements.

• Conduct customer research across products, services and customer journeys to identify opportunities to improve customer satisfaction and customer experiences.
• Define research questions and select appropriate research methods, including surveys, customer interviews and usability testing.
• Apply human-centred design thinking methodology to assess customer behaviours and translate insights into meaningful customer, service, and product improvements.
• Collaborate with product teams and stakeholders across analytics, technology and service management to identify research needs and customer pain points.
• Develop strategic research activities and insights to answer key business questions effectively and efficiently.
• Communicate...