UX Researcher

Hard Rock Digital•Florida, FL

4d•Hybrid

About The Position

Hard Rock Digital is building a team focused on becoming the best online sportsbook, casino, and social gaming company in the world. We are looking for individuals who have a passion for learning, operating, and building new products and technologies for millions of consumers. We care about each customer interaction, experience, behavior, and insight, striving to ensure we are always acting authentically. Rooted in the kindred spirits of Hard Rock and the Seminole Tribe of Florida, Hard Rock Digital leverages a brand known globally for its leadership in gaming, entertainment, and hospitality, bringing this foundation to the digital space.

Requirements

3-5 years of experience in a UX or CX research role, ideally within digital products, gambling, gaming or a comparable consumer sector, or demonstrable interest in the gambling sector.
Practical experience working on qualitative and quantitative research, online and in person, using methods such as usability testing, journey mapping, concept and prototype testing, and CX measurement, including NPS and CSAT.
A hands-on, collaborative and organised researcher, confident using platforms such as UserTesting, Qualtrics, SurveyMonkey, Survicate and Power BI, with the ability to learn new tools quickly and use AI-assisted tools responsibly while maintaining research ethics, data privacy and confidentiality with senior guidance.
Comfortable talking through results to key stakeholders.
A collaborative team member who works effectively in a fast-paced, scaling environment, responds constructively to feedback and cares about inclusive and accessible experiences.
An understanding of research ethics, participant consent and data privacy, with the judgement to handle player information responsibly.
Self-motivated, disciplined and organised, with the ability to work effectively in a remote environment and communicate confidently with colleagues and vendors through video calls and platforms such as Slack or Microsoft Teams.

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.