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 complianceRequirementsRequired 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 evidenceExpected 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 EnablementJob Location: Client Site