Head of UX Research & Insight

The Company

Our mission is to transform the way people buy and sell used cars in the UK by providing better selection, flexibility, transparency, convenience and peace of mind. Our aim is to make getting your next car no different to ordering any other product online today, where consumers can simply and seamlessly buy, sell or finance a car entirely online for delivery or collection at a time that suits them.

Cazoo was founded in 2018 by serial entrepreneur Alex Chesterman OBE, has a highly experienced management team and is backed by some of the leading global technology investors. In August 2021 Cazoo completed listing on the NYSE, the proceeds of which will fuel the continued growth of the Cazoo brand and business across Europe.

Role Purpose:

As Head of UX Research and Insights you are primarily an advocate and protagonist for the needs of Customers and Colleagues. You create a culture which considers the end-to-end experience, setting up the foundations that allow Cazoo to have insight at every point. Whilst human-centred, you demonstrate commercial awareness and the ability to identify opportunities which are mutually beneficial to customers and the business. 

You are accountable for creating and maturing the UX Research and Insights capability, in a way that serves the whole organisation whilst also reflecting the distinct needs of disciplines. To do this you bring vision for the function, but also demonstrable experience across UX Research, Customer Experience, Brand and Market Insights. It’s a given that you’ll have strong experience using a wide range of complex data to tell compelling stories across the organisation. 

You will bring together people and talent that come from diverse backgrounds and inspire them against a core purpose. You understand the diverse needs of your wide range of stakeholders, from Product, UX & Engineering professionals working with deep focus on core products through to agile, iterative ways to Strategists, looking at future growth levers. 

Role Responsibilities:

UX Research & Insights Practice

• Create a medium-long term functional vision and strategy, with input and feedback from leaders across Cazoo
• Ensure that Cazoo has a clear understanding of who it’s target market is, their needs and the pain points that exist in the end-to-end customer experience. Ensure insight is driven into the development of key strategic pillars, prioritising ruthlessly against them
• Communicate key insights and recommendations to key decision-makers at Head of through to CEO levels
• Accountable for a forward looking UX Research & Insights roadmap, aligning to strategic priorities; empower teams to create & prioritise roadmap in the first instance
• Ensure the team delivers insights in a disruptive & compelling way, driving innovation in how this is achieved
• Ensure that the needs for research to contribute to UX Design Process, in an iterative and empowering way that reflects the pace & volume of testing required
• Lead the relationship management of strategic agency partners
• Budget and operational oversight of the UX Research & Insight practices

People Leadership

• Lead a team of Market & CX Insight Managers, UX Researchers and Research Operations specialists partnering across a range of technical areas
• Create & drive a collaborative structure which maximises impact
• Identify, grow & retain talented individuals; lean into performance management where needed

Stakeholders & Integration

• Integrate with key leadership groups, becoming the trusted partner: Customer Leadership Team, Commercial & Operational stakeholders, Tech Leadership, Product & UX Leadership
• Create foundations for joining the dots between Research and other analytical disciplines [CRM, Data], setting up ways of working which drive collaboration

Our Company Values

Our values are the heart of our company. We are:

• Customer obsessed - We put the customer first in everything we do. Every interaction matters. We want to be famous for delivering the best experience and wowing our customers.
• Data driven - Data is part of our DNA and drives all decision making. We are informed and results-focused. We seek insights and understanding that will help us improve and grow.
• Fast drivers - We have an entrepreneurial passion for working at speed. We like to accelerate and don’t hang around. We make decisions and drive fast towards our goals.
• Team players - We are better as a team than as individuals. Everyone counts. We’re inclusive, supportive and respectful and are here to have fun and win together on this journey