Junior UX Researcher

Hotel Chocolat has built a strong position as the UK’s favourite premium chocolate brand.

We’re multi-category, multi-channel, and multi territory, always with the customer, and our direct connection with them, at the heart. Our mission is to make people happy through chocolate. Customer, colleagues, cacao farmers and suppliers can all benefit from the success we create together.

We are on the lookout for a Junior UX Researcher to join our eCommerce Team on a permanent basis.

This is an ideal role if you are looking to develop your career in a truly cross-functional eCommerce function. You will play a fundamental part in obtaining and championing actionable recommendations to help inform journey optimisations, funnel improvements, conversion rate optimization (CRO), and supporting the UX optimisation roadmap. You will also support the implementation of tests, ensuring that they are delivered quickly and to a high standard, with the autonomy and encouragement to recommend improvements.

Working closely with your colleagues in the Marketing, Brand Centre, Digital and Design teams, you will share insights and knowledge to ensure continual customer benefit.

Here at Hotel Chocolat, we've adopted a hybrid working pattern where appropriate. For this role it means three days a week on site (two days at our Head Office in Royston, Hertfordshire and one day at our Design Studio in London), and the other two days can be spent working remotely, from home or wherever you like!

Salary: up to £35,000 per annum.

SHOW US HOW ITS DONE

• Conduct in-depth analysis using quantitative and qualitative research methods to understand user behaviour, motivations, and anxieties, and discover actionable insight to inform and recommend A/B test ideas and UX improvements.
• Use platform, customer, and 3rd party data to help the Ecommerce team prioritise website changes and A/B tests based on commercial impact and customer benefit.
• Support in the implementation of tests using platform and 3rd party tools.
• Measure impact of website changes and A/B tests and communicate findings to the wider team.
• Provide weekly reporting of user feedback, user journey funnels and run deep dive analysis into any problem areas identified.
• Review data being collected in analytics tools, assess its accuracy, and identify discrepancies and any areas of the website that need tracking.
• Define and brief tracking requirements to developers and tagging specialists and see them through to implementation.
• Work collaboratively with project teams to define tracking requirements and measurement plans for website development projects.
• Communicate insights and share knowledge with the Ecommerce Team and other departments of the business.

WHO YOU ARE & WHAT YOU HAVE

Essential

• Demonstrable UX research & analytics experience.
• Knowledge of quantitative and qualitative research methods.
• Experience using analytics tools such as: Google Analytics, Contentsquare and Hotjar.
• Knowledge of A/B testing and Conversion Optimisation.
• Experience in analysing heatmaps, sessions recordings and user feedback.

Desirable

• Educated to degree level in a scientific, quantitative or UX related discipline.
• Experience in remote user testing or moderated usability testing.
• Experience in HTML and CSS prototyping to build tests.

WORKING AT HOTEL CHOCOLAT

You’ll play a vital role within a constantly evolving company, in a friendly and energetic workplace. Staff perks include an unlimited 50% discount on all our products, as well as 70% off the rate card price for you and your guests when you stay at the Hotel Chocolat – our hideaway on the paradise island of Saint Lucia, set among the cocoa trees of our historic Rabot Estate.

At Hotel Chocolat, we treat each other with respect, equality and grace. Our mantra? Be brave. Be kind.

This People Pledge is underpinned by our values of Originality, Authenticity and Ethics.

We encourage new ideas and fresh thinking and for each of you to bring your ORIGINALITY to work.

We want you to be your AUTHENTIC self – and feel comfortable to share your differences, and what makes you unique.

Our commitment to being an ETHICAL business means we have a deep sense of fairness when it comes to the way we treat one another.

This applies during our recruitment process too. We are proud to be an Equal Opportunity Employer who positively celebrates a diverse and inclusive culture. We welcome people from all walks of life to join us, bringing their individuality to help us reach our ambitious growth plans. We believe this is critically important to help us create a place to work where everyone feels like they belong, can be themselves and where all our differences are celebrated.