UX Researcher

What are we building?

Hard Rock Digital is a fiercely focused team working to become the best online sportsbook, casino, and social gaming company in the world. We're building a deeply curious team with a passion for learning, operating, and building new products and technologies for millions of consumers. We're customer-obsessed — we care about each customer interaction, experience, behavior, and insight, and strive to ensure we're always acting authentically. Rooted in the kindred spirits of Hard Rock and the Seminole Tribe of Florida, Hard Rock Digital taps a brand known the world over as the leader in gaming, entertainment, and hospitality. We're taking that foundation of success and bringing it to the digital space - ready to join us?

What’s the position?

The Mid-Level UX & CX Researcher sits within Hard Rock Digital growing Research and Insights function and helps the business understand how players experience our digital products. Reporting to the Senior Research Manager and partnering with Product, Design, Marketing and the wider Insights team, this role will deliver defined qualitative and quantitative UX/CX research projects, with strategic guidance from the Senior Research Manager. The role helps the whole research team turning player evidence into clear, actionable insight that informs decisions and improves the player experience.

Key Responsibilities

• Work closely with the Senior Research Manager to translate business questions into actionable UX/CX research plans that support priorities across Product, Design and Marketing, ensuring projects are appropriately scoped, prioritised, resourced and delivered on time and to a high standard.
• Work on and deliver qualitative and quantitative research projects end-to-end, from briefing and method selection through scripting, fieldwork, analysis and reporting, with regular check-ins and strategic guidance from the Senior Research Manager. AI-assisted tools will be implemented where relevant while projects will mainly be run inhouse while agency projects might also be considered to meet business and team needs
• Organise participant recruitments, plan and conduct usability testing, customer journey mapping, experience evaluations, and concept and prototype testing to identify pain points, opportunities and improvements across our websites, apps, features, content and propositions.
• Track and report key CX measures, including NPS, SUS, satisfaction and ease of use, and contribute to/build/update dashboards and summaries. Connecting these measures and behavioural trends with customer attitudes, segments and experiences to provide joined-up insight.
• Facilitate in-person and remote research or design workshops with the team lead that help cross-functional stakeholders align on findings and next steps.
• Develop practical and creative approaches to recruiting participants from hard-to-reach player segments, including VIP players and customers in specific state markets.
• Stay current with UX/CX developments in gambling, gaming and relevant consumer sectors. Bring competitor and industry best practice into the team, and share useful tools, techniques and learnings across the wider UX and Insights community.