Location: Manchester 3 days in office, 2 days remote
Salary: up to £63,000
Purpose of the role:
The Research Operations (ResOps) Specialist enables the UX Research team to work efficiently, ethically, consistently, and in line with regulatory requirements. The role focuses on improving research workflows, participant operations, tooling, governance, collaboration, and overall operational maturity.
The ResOps Specialist identifies and removes friction in the research process, allowing researchers to focus on generating meaningful insights, while ensuring that the systems, tools, governance, and practices supporting research are robust, scalable, and sustainable.
This role does not conduct all research activities or own research strategy. Instead, it supports the UX Research function by improving the operational foundations—such as workflows, tooling, governance, participant management, and documentation that enable high-quality research at scale.
Requirements
- Analyse current research workflows and identify inefficiencies, risks, or operational bottlenecks.
- Define, implement, and continuously improve scalable research operations processes and standards.
- Create scalable frameworks for research intake, prioritisation, participant management, scheduling, and delivery support.
- Support research planning, coordination, recruitment timelines, and operational readiness across studies.
- Work directly with UX Researchers to identify workflow friction, tooling challenges, and operational improvements within day-to-day delivery.
- Help improve collaboration and reduce friction across UX, Product, Engineering, Compliance, Legal, Customer Service, and wider business teams.
- Lead and embed continuous improvement initiatives across research operations, governance, tooling, and ways of working.
- Support onboarding for new researchers by ensuring access, tools, guidance, documentation, and operational processes are clear and easy to follow.
- Research Tools, Systems, AI & Insight Management Own and optimise the research tool ecosystem (e.g. UserTesting, User Interviews, Usabilla, Content Square, repository systems, transcription tools, or similar platforms).
- Manage tool access, licences, onboarding, and usage guidance.
- Support UX Researchers with tooling, repository management, recruitment coordination, workflow optimisation, and operational best practice guidance.
- Identify and introduce new tools, automations, or operational improvements that increase research efficiency, governance, and quality.
- Actively identify, evaluate, test, and introduce AI tools, automations, and emerging technologies that improve efficiency, reduce repetitive manual tasks, accelerate synthesis, support analysis workflows, enhance collaboration, and improve operational scalability across UX Research.
- Support the safe, scalable, and effective adoption of AI across research workflows and practices.
- Keep awareness of emerging industry tooling, AI capabilities, research operations trends, and operational best practices within UX Research and digital product delivery.
Skills & Experience
- Experience working in a UX Research, operations, product, service design, or digital delivery environment.
- Strong understanding of UX Research workflows, participant operations, governance, and cross-functional collaboration models.
- Experience improving operational processes, systems, tooling, governance, or workflows.
- Excellent organisational, communication, and problem-solving skills.
- Strong stakeholder management and collaboration abilities.
- Ability to manage multiple priorities and proactively identify operational improvements.
- Experience with UX Research tools such as Dovetail, UserTesting, Maze, Qualtrics, or similar platforms.
- Exposure to participant recruitment, repository management, or research governance.
- Background in operations, project management, service design, or delivery enablement.
- Experience working in cross-functional product teams.
- Familiarity with accessibility considerations, GDPR, consent management, or research ethics.
- Awareness and interest in AI tooling, workflow automation, and emerging technologies within research and digital delivery environments.
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