UX Research & Experience, Senior Consultant

Master Works is seeking a UX Research & Experience, Senior Consultant to lead user experience research, experience governance, and continuous improvement activities. Act as the principal UX expert supporting the Digital Experience function.Reporting Line: Operates within the Journeys & User Experience Department, reporting directly to the Department Manager, to ensure alignment with the department’s experience targets and deliverables.Key Responsibilities:- Plan and conduct UX Research.- Perform UX Audits across digital platforms.- Lead usability testing and A/B testing.- Analyze behavioral analytics and Voice of Customer insights.- Design concepts, wireframes and prototypes (low-to-high fidelity) ready for stakeholder review and user testing.- Measure post-launch experience and adoption.- Produce actionable UX recommendations and improvement roadmaps.- Facilitate discovery and experience workshops.- Support accessibility and digital experience compliance.RequirementsRequired Expertise: - UX Research & Discovery (interviews, exploratory research, benchmarking)- Behavioural & Product Analytics (web/product analytics platforms, e.g., Matomo, GA4; session analytics, e.g., Microsoft Clarity)- Usability Testing (moderated and unmoderated; testing tools, e.g., Maze)- Design & Prototyping (Figma / FigJam)- Voice of Customer & CX Listening (NPS, CSAT; listening tools, e.g., Lucidya)- Experience Strategy & Governance (experience KPIs, improvement roadmaps, DGA / NDS standards, DXP environments)Expected Deliverables- UX Audit Report — per platform against NDS and accessibility standards (all MIM platforms).- Usability Testing Report (methodology, findings, recommendations) — per testing round / per service before launch. (min 8 reports per quarter)- Behavioural Analytics Report — monthly or quarterly, based on platform data. (min 8 reports per quarter)- VOC Insight Report (operations tickets, NPS, CSAT analysis and recommendations) — quarterly. (min 8 reports per quarter)- UX Research Report (interviews, discovery research, benchmarking) — per study. (min 8 reports per quarter)- Research Repository — foundational setup, then continuously maintained.- Journey Maps (As-is / To-be) for the investor journey — per journey.- Experience Measurement Framework (KPI definitions and measurement methodology) — foundational, one-time.- Post-launch Experience Report — per launched service.- UX Improvement Roadmap with closure tracking — quarterly.- DGA Evidence File consolidating research, testing, and measurement outputs — annual, ahead of the assessment cycle.- All reports must include methodology, sample, and supporting evidence.Expected Outcomes- Operate the Digital Enablement Department with senior-level expertise.- Improve digital services and investor journeys.- Enable data-driven continuous improvement.- Deliver measurable outputs: the Digital Experience Maturity evidence file, NDS audit cycles for the three platforms, quarterly VOC insight reports (tickets, NPS, CSAT), and concept prototypes for new initiatives.- Increase business value and service quality.- Strengthen collaboration between Demand Management, Product, and Digital Enablement.Job Location: Client Site

Master Works is seeking a UX Research & Experience, Senior Consultant to lead user experience research, experience governance, and continuous improvement activities. Act as the principal UX expert supporting the Digital Experience function.

Reporting Line: Operates within the Journeys & User Experience Department, reporting directly to the Department Manager, to ensure alignment with the department’s experience targets and deliverables.

Key Responsibilities:

- Plan and conduct UX Research.

- Perform UX Audits across digital platforms.

- Lead usability testing and A/B testing.

- Analyze behavioral analytics and Voice of Customer insights.

- Design concepts, wireframes and prototypes (low-to-high fidelity) ready for stakeholder review and user testing.

- Measure post-launch experience and adoption.

- Produce actionable UX recommendations and improvement roadmaps.

- Facilitate discovery and experience workshops.

- Support accessibility and digital experience compliance.

Requirements

Required Expertise:

- UX Research & Discovery (interviews, exploratory research, benchmarking)

- Behavioural & Product Analytics (web/product analytics platforms, e.g., Matomo, GA4; session analytics, e.g., Microsoft Clarity)

- Usability Testing (moderated and unmoderated; testing tools, e.g., Maze)

- Design & Prototyping (Figma / FigJam)

- Voice of Customer & CX Listening (NPS, CSAT; listening tools, e.g., Lucidya)

- Experience Strategy & Governance (experience KPIs, improvement roadmaps, DGA / NDS standards, DXP environments)

Expected Deliverables

- UX Audit Report — per platform against NDS and accessibility standards (all MIM platforms).

- Usability Testing Report (methodology, findings, recommendations) — per testing round / per service before launch. (min 8 reports per quarter)

- Behavioural Analytics Report — monthly or quarterly, based on platform data. (min 8 reports per quarter)

- VOC Insight Report (operations tickets, NPS, CSAT analysis and recommendations) — quarterly. (min 8 reports per quarter)

- UX Research Report (interviews, discovery research, benchmarking) — per study. (min 8 reports per quarter)

- Research Repository — foundational setup, then continuously maintained.

- Journey Maps (As-is / To-be) for the investor journey — per journey.

- Experience Measurement Framework (KPI definitions and measurement methodology) — foundational, one-time.

- Post-launch Experience Report — per launched service.

- UX Improvement Roadmap with closure tracking — quarterly.

- DGA Evidence File consolidating research, testing, and measurement outputs — annual, ahead of the assessment cycle.

- All reports must include methodology, sample, and supporting evidence.

Expected Outcomes

- Operate the Digital Enablement Department with senior-level expertise.

- Improve digital services and investor journeys.

- Enable data-driven continuous improvement.

- Deliver measurable outputs: the Digital Experience Maturity evidence file, NDS audit cycles for the three platforms, quarterly VOC insight reports (tickets, NPS, CSAT), and concept prototypes for new initiatives.

- Increase business value and service quality.

- Strengthen collaboration between Demand Management, Product, and Digital Enablement.

Job Location: Client Site

At Master Works, you'll work alongside passionate experts, engage in innovative projects, and contribute to impactful solutions for a wide range of industries. With a commitment to excellence, agility, and innovation, Master Works offers a dynamic and supportive environment where your skills and career can thrive

At Master Works, you'll work alongside passionate experts, engage in innovative projects, and contribute to impactful solutions for a wide range of industries. With a commitment to excellence, agility, and innovation, Master Works offers a dynamic and supportive environment where your skills and career can thrive