Job Description

About the Role

At zooplus, the Experience Intelligence team helps turn customer signals into confident decisions. We connect research, customer feedback, analytics, experimentation, and journey insights to enable teams to make more customer-centric and business-informed decisions.

We are looking for a User Experience Researcher to help us better understand pet owners, uncover opportunities for improvement, and translate customer insights into actionable recommendations for product, business, and experience teams.

You will work closely with Service Designers, Product Managers, Product Designers, Analysts, and business stakeholders to generate customer insights, identify experience gaps, and support continuous discovery across zooplus.

Your Responsibilities Conduct User Research

- Plan and execute qualitative research studies using a range of methods such as: In-depth interviews, Usability testing, Concept validation, Diary studies &Contextual; research
- Analyze and synthesize findings into clear, actionable insights.
- Identify customer needs, pain points, behaviors, and motivations.




- Create hypothesis and suggest opportunities.

Support Customer-Centric Decision Making

- Translate research findings into recommendations that support product and business decisions.
- Help teams understand customer needs and their impact on business outcomes.
- Contribute to opportunity identification and prioritization activities.
- Present findings in a compelling and stakeholder-friendly manner.

Contribute to the Journey Atlas

- Support the maintenance and evolution of the Journey Atlas as a source of customer knowledge.
- Identify recurring patterns, themes, and opportunities across customer journeys.
- Help connect qualitative insights with other data sources.
- Collaborate Across Teams
- Partner with Product, Design, Data & Analytics, Marketing, Customer Care, and other business functions.
- Participate in workshops, discovery activities, and insight-sharing sessions.
- Contribute to a culture of continuous discovery and evidence-based decision making.

📌 Experience Researcher - Ecommerce (All Genders) (Madrid)
🏢 zooplus
📍 Madrid