UX Research & Experience Senior Consultant📣 Job Ad

About the Role

Master Works is seeking a UX Research & Experience Senior Consultant to join their team in Riyadh. This full-time role involves leading user experience research, experience governance, and continuous improvement activities. The Senior Consultant will serve as the principal UX expert supporting the Digital Experience function, operating within the Journeys & User Experience Department and reporting directly to the Department Manager to ensure alignment with departmental experience targets and deliverables.

Key Responsibilities

• Plan and conduct UX Research
• Perform UX Audits across digital platforms
• Lead usability testing and A/B testing
• Analyze behavioral analytics and Voice of Customer insights
• Design concepts, wireframes, and prototypes (low-to-high fidelity) ready for stakeholder review and user testing
• Measure post-launch experience and adoption
• Produce actionable UX recommendations and improvement roadmaps
• Facilitate discovery and experience workshops
• Support accessibility and digital experience compliance

Required Expertise

• UX Research & Discovery (interviews, exploratory research, benchmarking)
• Behavioural & Product Analytics (web/product analytics platforms, *, Matomo, GA4; session analytics, *, Microsoft Clarity)
• Usability Testing (moderated and unmoderated; testing tools, *, Maze)
• Design & Prototyping (Figma / FigJam)
• Voice of Customer & CX Listening (NPS, CSAT; listening tools, *, Lucidya)
• Experience Strategy & Governance (experience KPIs, improvement roadmaps, DGA / NDS standards, DXP environments)

Expected Deliverables

• UX Audit Report – per platform against NDS and accessibility standards (all MIM platforms)
• Usability Testing Report (methodology, findings, recommendations) – per testing round / per service before launch (minimum 8 reports per quarter)
• Behavioural Analytics Report – monthly or quarterly, based on platform data (minimum 8 reports per quarter)
• VOC Insight Report (operations tickets, NPS, CSAT analysis and recommendations) – quarterly (minimum 8 reports per quarter)
• UX Research Report (interviews, discovery research, benchmarking) – per study (minimum 8 reports per quarter)
• Research Repository – foundational setup, then continuously maintained
• Journey Maps (As-is / To-be) for the investor journey – per journey
• Experience Measurement Framework (KPI definitions and measurement methodology) – foundational, one-time
• Post-launch Experience Report – per launched service
• UX Improvement Roadmap with closure tracking – quarterly
• DGA Evidence File consolidating research, testing, and measurement outputs – annual, ahead of the assessment cycle

Note: All reports must include methodology, sample, and supporting evidence.

Desired Outcomes

• Operate the Digital Enablement Department with senior-level expertise
• Improve digital services and investor journeys
• Enable data-driven continuous improvement
• Deliver measurable outputs: the Digital Experience Maturity evidence file, NDS audit cycles for the three platforms, quarterly VOC insight reports (tickets, NPS, CSAT), and concept prototypes for new initiatives
• Increase business value and service quality
• Strengthen collaboration between Demand Management, Product, and Digital Enablement

Candidate Profile

Candidates should possess 5 to 10 years of relevant experience in UX research and experience roles. This full-time position requires a professional who can operate with senior-level expertise and drive measurable improvements in digital experience.