The job, in the employer's words
What are we building?
Hard Rock Digital is a fiercely focused team working to become the best online sportsbook, casino, and social gaming company in the world. We're building a deeply curious team with a passion for learning, operating, and building new products and technologies for millions of consumers. We're customer-obsessed — we care about each customer interaction, experience, behavior, and insight, and strive to ensure we're always acting authentically.
Rooted in the kindred spirits of Hard Rock and the Seminole Tribe of Florida, Hard Rock Digital taps a brand known the world over as the leader in gaming, entertainment, and hospitality. We're taking that foundation of success and bringing it to the digital space - ready to join us?
What’s the position?
The Mid-Level UX & CX Researcher sits within Hard Rock Digital growing Research and Insights function and helps the business understand how players experience our digital products. Reporting to the Senior Research Manager and partnering with Product, Design, Marketing and the wider Insights team, this role will deliver defined qualitative and quantitative UX/CX research projects, with strategic guidance from the Senior Research Manager. The role helps the whole research team turning player evidence into clear, actionable insight that informs decisions and improves the player experience.
Key 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.
What are we looking for?
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
What’s in it for you?
We offer our employees more than just competitive compensation. Our team benefits include:
Competitive pay and benefits
Flexible vacation allowance
A hybrid / remote working environment
Startup culture backed by a secure, global brand
Roster of Uniques
We care deeply about every interaction our customers have with us, and trust and empower our staff to own and drive their experience. Our vision for our business and customers is built on fostering a diverse and inclusive work environment where regardless of background or beliefs you feel able to be authentic and bring all your talent into play. We want to celebrate you being you (we are an equal opportunity employer).
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