UX Researcher

Job Title: UX Researcher

Type of employment: Permanent, Full-Time, Remote

Location: This is a remote role based in Portugal. You need to be based in Portugal and have the rights to work without visa sponsorship. We are unable to offer visa sponsorship for this position.

About ZigZag Global   

We are Returns! We’re an award-winning eCommerce returns business founded in 2015 by our CEO, Al Gerrie. We live to push boundaries of smarter returns, and we want a thriving retail world where every customer experience is both delightful and considered, everything we buy can be loved and re-loved and preserving our planet is part of the fabric of how we shop.  

Today, more than 200 companies across 130 countries use our SaaS platform to help reduce the cost, friction, and impact of returns. Part of our leading enterprise retail clients include Zara, Superdry, New Look, Boden, Selfridges, Sports Direct, The Hut Group, Swarovski, not to forget the Whitelabel partnership with the world’s biggest logistics businesses like DHL, Evri, and FedEx.  

In March 2021, ZigZag was acquired by Global Blue, an industry leader in tax free shopping. Strengthening our reach across the global retail industry and allowing us to continue to do what we do best, help retailers manage and re-sell their returns.  

At ZigZag, we embody a set of values that lies at the core of our workplace culture. Our dedication to the Start-up Spirit, Human Heart and Grown-up Mindset defines our collaborative spirit and shapes our collective success.  

Passionate and Collaborative Minds Wanted:

You’ll join a brilliantly diverse group across Europe. We believe a business is strongest when its teams are both inclusive and diverse. We recognise and aim to challenge everyday biases, remove obstacles to inclusion and ensure all our people can thrive and be themselves.

If you are passionate about making a positive impact, caring for both colleagues and clients, and embracing a collaborative mindset, we invite you to apply. Join us in building a workplace where every contribution matters, and each team member feels a profound sense of belonging and value.

Position Overview:

Are you an UX Researcher with a passion for understanding user behaviour, market trends, and cultural nuances? Do you have the ability to translate research into actionable product improvements and tailor products for a global audience? If you are looking for a dynamic role where you can make a significant impact on both product strategy and user experience, this might be the perfect opportunity for you!

We are in search of an Intermediate UX Researcher who aligns with our Purpose, Vision, and Values, and is eager to contribute to a team where these principles guide our actions every day. This role will involve conducting in-depth market and user research, testing our products with various methodologies, and ensuring our products are culturally adapted for diverse markets. You will be part of the Product Design team and work closely with your team, the data team, product owners, and other key stakeholders to shape the evolution of our internal products, which are used worldwide.

Person Profile:

You are passionate about understanding users, markets, and cultural nuances and enjoys translating research into actionable product improvements.

Your ability to foster positive relationships, whether with colleagues, clients or users, will be key to creating an environment where every voice is heard, and every user need is considered. We value empathy, collaboration, and creativity, and we are looking for someone who can thrive in a remote, multicultural environment, working across various global markets to ensure our products deliver exceptional user experiences.

The Product Design Team:

We're a small but impactful Product Design team, responsible for crafting seamless experiences across a diverse range of products. From retailers to shoppers, warehouse operatives to carriers, and internal finance and integration tools, we design for multiple personas and touchpoints across the logistics ecosystem.

As a team, we own the full design process—from research and ideation to prototyping, testing, and supporting development teams. Our products are constantly evolving, and we embrace continuous iteration to stay ahead of market needs. We strive to be the innovation leaders in our industry, ensuring our solutions are not just functional but also user-centric, scalable, and competitive.

With our expansion into new markets, we recognize the growing need for deeper research and testing to validate our design decisions and maximize value for our users. We’re laser-focused on consistency, usability, accessibility, and designing for global audiences, ensuring our solutions work seamlessly across different markets and user needs.

Key Responsibilities:

UX Research & Market Analysis

• Understand the competitive landscape and market potential: Conduct market research to identify key industry trends, competitor strategies, and opportunities for product innovation, with a focus on retail and returns.
• Tap into existing markets and identify niche markets: Analyse cultural design needs and prepare our products for localization, ensuring they can be effectively adapted to different regions and cultures.
• Understand our audience: Design and implement user research studies using a variety of methods (interviews, surveys, user testing, etc.) to understand user behaviours and pain points deeply.
• Conduct unbiased data analysis and demonstrate product value to stakeholders: Gather and analyse data from multiple sources to inform product decisions, identifying opportunities for improvement and innovation.
• Validate goals and reduce unnecessary costs: Collaborate with cross-functional teams to influence product strategy based on market insights and user research findings.

Product Testing & Data Analysis

• Plan and conduct usability testing and other user research activities (e.g., A/B testing, contextual inquiries) to evaluate how well our products serve different user groups.
• Analyze test results and user data, transforming findings into actionable tasks for the product design and development teams.
• Collaborate with designers and engineers to ensure that research insights are translated into tangible product improvements.
• Continuously monitor and evaluate product performance post-launch to identify new opportunities for refinement.

Cross-Functional Collaboration

• Work closely with Product Owners, Designers, Engineers, and other stakeholders to ensure research is integrated into the product development lifecycle.
• Present research findings and actionable recommendations to stakeholders, fostering collaborative discussions that lead to impactful product decisions.
• Participate in agile ceremonies and provide input on how UX research can improve product development.

What you’ll need to be successful:

• Experience in UX Research or a related field, with proven experience in market analysis, user research, and product testing.
• Proficiency in a data collection tool and Figma is required.
• UX Writing experience is a plus.
• Hotjar, MS Clarity knowledge/experience is a plus.
• Proficiency in English (speaking and writing) is required; additional languages are a plus – especially Spanish.
• Strong understanding of cultural design and localization practices, with experience adapting digital products for global markets.
• A portfolio showcasing UX research projects, testing methodologies.
• Experience in retail or eCommerce industries is preferred.
• Excellent analytical skills and the ability to translate complex data into clear, actionable insights.
• Strong collaboration and communication skills, with the ability to work across multiple departments and teams.
• Proactive mindset with a passion for continuous learning, staying up to date with emerging trends in UX, market research, and product design. 

• Competitive salary
• 22 days annual leave + Bank Holidays + Additional day holiday after every full year of service (up to 5 additional days) plus a bonus day off for your birthday 
• Additional healthcare insurance with dental service
• Food Vouchers
• Summer working hours
• Collaborative working environment
• Learning and Development (L&D) budget and allocated time to utilise it.
• Employee referral bonus scheme
• Office Equipment Budget

If you are interested, please send your CV in English.

Your application will be reviewed with strict confidentiality. Only the short-listed candidates will be contacted for an interview. Providing your personal data, you explicitly agree that it will be processed for the purpose of recruiting and for the purpose of the possible signing of a labour contract and will be stored and operated by “ZigZag Global” EOOD in their capacity of the personal data controller and personal data processor in accordance with the effective legislation. Please have in mind that with this you give permission for your resume to be shared with other parties of the ZigZag Global Group.