Senior UX Researcher: AI-Driven Banking UX (6m, Manchester)

Pontoon is recruiting a Senior UX Researcher in Manchester to drive end-to-end UX research for a large-scale transformation programme focusing on Agentic AI in the complaints journey. You will shape AI-driven operational experiences and evaluate impact across colleague and customer journeys, within a multidisciplinary lab of ~90 colleagues.

The role involves planning studies, conducting qualitative and quantitative research, leading usability testing with Maze, and building surveys in Qualtrics.

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