Senior User Researcher, Back Market
Customer Journey
Online marketplace for refurbished electronics
Posted today
Online marketplace for refurbished electronics
501-1000 employees
Posted today
501-1000 employees
Company mission
To do more with what we already have.
Role
Who you are
- You have 5+ years of experience in User Research or an adjacent field, with a strong track record of leading research across the full product lifecycle — from strategic discovery to usability validation
- You have extensive experience leading qualitative and quantitative research studies end-to-end, using methodologies including qualitative depth interviews, surveys, interviews, diary studies, and statistical analysis
- You have solid experience designing and executing research to inform both product and marketing/strategic decisions - you're comfortable operating at altitude as well as in the detail
- You have experience coaching, upskilling or enabling non-researchers (e.g. designers, PMs) to conduct research — you know how to share the craft without compromising quality
- You have excellent communication skills and empathy, enabling you to effectively advocate for users and make insights land with stakeholders at all levels
- You possess a balance of technical research skills, business acumen, stakeholder management and communication skills
- You are a team player who enjoys bringing others along in the research journey and championing a user-centric mindset across the business
- You thrive in dynamic environments where opportunities are endless and time/resources are constrained
- Experience with consumer research in a marketplace or e-commerce context is a strong plus
What the job involves
- We are seeking a Senior User Researcher to join our small but high-impact User Research function, at the forefront of ensuring our offering resonates with consumers and is aligned with market trends
- You will be responsible for leading research on our Customer Journey Scope, from shaping strategic understanding of our market and customers, to testing new concepts and validating ideas, to embedding research practices within our design teams
- Millions of buyers come to Back Market every day looking for a better, more sustainable way to shop for tech
- Your insights will be pivotal in shaping every stage of the product development lifecycle — from guiding new product strategy and informing market positioning, to refining designs and optimizing the post-launch experience for our customers
- If you're passionate about shaping the future of sustainable technology and delivering exceptional consumer experiences, we want to hear from you
- Strategic Research: Lead exploratory and strategic research studies to build deep understanding of our customers, their behaviours, motivations and unmet needs, and the broader market landscape. Leverage both qualitative and quantitative data sources to surface compelling narratives that inform product strategy and business direction
- Concept & Idea Testing: Drive research at the innovation and ideation stages, designing and executing studies to evaluate new concepts, features and value propositions early in the development cycle, helping the team move fast with confidence
- Research Execution: Get your hands dirty designing and running high-quality research studies across the full customer journey — from discovery through to post-launch — using the right methodology for the right question. Distill complex findings into clear, actionable insights for stakeholders at all levels
- Designer Coaching & Research Enablement: Play a key role in building research capability across our product teams by coaching designers to plan and run effective usability testing. You'll help them develop the skills, judgment and confidence to integrate user insights into their day-to-day work, fostering a culture of curiosity and user-centricity
Our take
At a time when new smartphones launch frequently but with fewer new features and when individuals want to contribute to sustainability and the circular economy, Back Market is setting out to provide customers with a viable option of purchasing refurbished electronics goods.
The vision of the company is to become the default choice when it comes to electronics purchases, irrespective of the customers' budget. In order to materialise this vision, Back Market guarantees that all the devices sold on its platform are 100% functional. The company screens sellers before allowing them to join its platform and it monitors their performance in real-time by collecting detailed customer feedback. By doing this, it hopes to restore trust in refurbished devices and to make sustainability an easy, safe, and affordable choice.
Back Market operates in 17 counties and has a client roster that includes Netflix, Disney, BBC, Sony, and Apple. The company has also raised over $1 billion in capital, which has been invested in expansion across new and current markets. And with the recommerce market only growing, Back Market has a lot of room for exciting future growth.
Freddie
Company Specialist at Welcome to the Jungle
Insights
-4% employee growth in 12 months
Company
Company HQ
Beaubourg, Paris, France
Leadership
Thibaud Hug de Larauze
(Co-Founder & CEO)Previously a Logistic Export Assistant at Devanlay Lacoste and an Account Manager at Neteven.
Amandine Durr
(CPO)Amandine joined Back Market in 2021 as CPO. Prior to this, they were a Product Director at ManoMano, a Senior Innovation product Manager at Kering, and CPO/CEO and Head of Product at We Are TV.
Clément Petit
(CFO)Previously spent nearly 3 years at Veepee, initially joining as a Financial Director before becoming CFO of France then later Group CFO. Prior to that, they spent 4 years at Elanco in Financial roles.
Dawn Baker
(CTO)Dawn joined Back Market in 2022 as Senior VP of Engineering, becoming CTO in 2023. Prior to this, they worked at Google as a Senior Director of Engineering, at Fitbit as the VP of Software Engineering, and at LinkedIn as a Senior Manager of Site Reliability Engineering.
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