UX and Customer Experience Researcher

About the role

Racing and Wagering Western Australia (RWWA) is looking for an experienced UX Researcher to join its team on a permanent full-time basis. The role applies human-centred design principles to assess and improve products, services and customer journeys, working closely with product teams, analytics, technology and service managers.

Key responsibilities

• Conduct customer research across products, services and customer journeys to identify opportunities to improve satisfaction and experience.
• Define research questions and select methods such as surveys, customer interviews and usability testing.
• Apply human-centred design thinking to assess customer behaviour and turn insights into improvements.
• Collaborate with product teams and stakeholders to identify research needs and customer pain points.
• Develop strategic research activities and insights to answer key business questions.
• Communicate critical customer, user and experience issues to stakeholders and leadership.

Required profile

• A relevant tertiary qualification or equivalent relevant experience.
• At least 2-3 years' experience in user research or customer experience research.
• Experience with customer interviews, surveys, usability testing and archetype or persona development.
• Experience in contemporary UX and customer experience research, ideally in a commercial environment.
• Ability to collect and analyse findings and present clear insights to stakeholders.
• Strong written and verbal communication skills, with good analysis, problem-solving and prioritisation skills.

What we offer

• Hybrid arrangements combining working from home with a modern office.
• Dedicated learning budgets and professional development support.
• Competitive remuneration, employee benefits and reward programs.
• Mental health initiatives, wellness programs and a paid Wellness Day.

Applications close on 6 November 2026. Candidates must complete pre-employment screening, including reference checks, a police clearance and an Australian Working Rights check.