Changing the world of pet food for good

We’re Tails.com, a dog food subscription company with a big difference. We create truly tailored food for each and every dog we serve. We start by asking people a few simple questions about their dog. Then we use that information to create their dog’s unique Tails.com recipe – so their dog gets exactly the nutrition they need, in the taste they love, delivered to their door every month. It’s clever stuff.

We’ve got bold plans. Having created an entirely new category in pet food, we’re now scaling fast – backed by Purina, one of the world’s largest pet food companies. You’ll join a bunch of smart people working towards the same goals – and a bunch of smart-ish dogs, all working on their own thing.

Together, we’ll change the world of pet food for good.

Our Research & Insights team
The Research & Insights team is a small but mighty group responsible for both strategic research and UX research at Tails.com. We sit within Marketing but work closely with cross-functional teams across the business. As we broaden our research adoption and maturity, it’s an exciting time to join and help shape how research is used, embedded, and championed across the organisation.

Build our brand
We set ambitious goals. We challenge and support each other in equal measure. At the pace we’re moving, we prefer to test ideas and learn quickly rather than spend months building a business case. That means we celebrate when things go right, and we learn when things go wrong.

Sound like a team you want to join? Here’s how you’ll make a difference:

The role
As the UX Researcher within our Research & Insight team (part of Marketing), you will be the subject matter expert for UX research across the Tails.com digital experience. Your work will ensure user needs are deeply understood and embedded in product and design decisions.

You’ll be curious and proactive — uncovering insights across the end-to-end experience, from sign up through to ongoing customer engagement. Working independently, you’ll plan and deliver robust, timely and impactful research that informs strategy and drives meaningful improvements to our website and digital journeys.

You’ll report into the Senior Research Manager and collaborate closely with Product Design, Product Management, Proposition, and our Growth and Account squads. Through your research, you will champion customer-centric thinking and help shape a best-in-class digital experience that is intuitive, relevant and emotionally engaging.

You will be responsible for:

• Lead the identification and prioritisation of research needs by working closely with cross-functional partners across Product Management and Product Design.
• Independently tackle complex, ambiguous problem spaces, defining research approaches that bring clarity and direction.
• Dig deeply into user behaviours and motivations to uncover the underlying needs, barriers, and drivers behind observed challenges.
• Create and deliver compelling insights that bring research to life and influence decisions through clear, impactful presentations and reports.
• Build strong relationships and operate as a strategic partner, guiding teams to make informed, user-centric decisions.
• Own and execute the end-to-end research process, from framing the problem and selecting methods, through to planning, conducting, synthesising and sharing insights — with a collaborative, hands-on approach.
• Ingest and leverage cross-functional data sources, including broader research data e.g. customer segmentation, brand health tracker, Voice of the customer and user behavioural data.
• Support the Senior Research Manager in planning and delivering strategic research projects, contributing to project design, execution, analysis, and synthesis to inform business and product decisions.

The skills you’ll bring:

• Excellent stakeholder engagement and collaboration skills, with the ability to influence and align cross-functional teams.
• Subject matter expert in UX research methodologies and research tools (survey tool, Lyssna, Lookback), with strong judgement on when to apply different methods across discover, define, develop and deliver (e.g., diaries studies, mobile ethnography, prototype testing, unmoderated testing, moderated user interviews, IDIs, card sorting, surveys, and quantitative studies).
• Ability to translate open or ambiguous research needs into clear objectives, research plans, discussion guides, activities, and measurable outcomes.
• Skilled at synthesising research into actionable insights that drive business and customer impact, communicating findings clearly, concisely, and compellingly.
• Experience establishing and maintaining research best practices and frameworks, ensuring methodological rigor and consistency.
• Proven track record in independently planning, setting up, and running end-to-end UX research programmes across a range of methods and audiences.
• Growth-oriented mindset, continuously seeking opportunities for learning, improvement, and enhancing research maturity within the organisation.

What's in it for you?

• Competitive salary, reviewed annually
• Annual bonus, based on company performance
• Flexible core hours, giving you true work life balance
• Hybrid role to ensure this role works for you
• 25 days of holiday (excluding bank holidays) which increases over time to a max of 27 days
• 9/10 day working week to enhance your wellbeing without a reduction in pay and leave allowance
• Optional 5 days unpaid leave and 1 paid volunteer day each year
• When you need a change of scenery, you can work from abroad 2 weeks every 6 months
• Health insurance for you, paid by Tails.com
• Extended maternity, paternity, shared parental and adoption pay. 6 months at 70% pay
• Flexible paid care leave to support immediate dependants, people close to you and pets
• In-house L&D team, with access to year-round courses to help drive your development
• 50% discount on all Tails.com
• Discounted gym membership

What’s next?
If this sounds like it matches your experience and what you’d love to do, we can’t wait to hear from you! If you’re unsure whether you fit our criteria exactly, please get in touch anyway. And because we believe that diverse teams perform better, we’d especially love to hear from you if you’re from an under-represented demographic.

Here’s a taster of how our recruitment process works:

1. Once you have applied your CV will be reviewed by the Hiring Manager and Talent Acquisition.
2. If selected, you will then have a call with Talent Acquisition to understand more about your skills and experience (30 mins).
3. Should you be successful, the next stage will be a video call with the hiring manager and a stakeholder recreating a meeting where a new project is being briefed (45 mins).
4. If successful, you will be invited to present a task back to a panel of interviewers - this will be a proposal outlining the approach to the research project (60 mins).

Our Commitment
We’re proud to be an active equal opportunity employer. We want to give everyone a fair chance to join us in changing the world of pet food for good. We do this by conducting a structured recruitment process for all candidates, as well as actively promoting our roles to communities that are underrepresented at Tails.com.

During your interview process you’ll meet some of our team with varying levels of responsibility and experience. We want to give every candidate a fair interview process and if you need any reasonable adjustments made, please let us know.

Department

Marketing & Customer

Locations

Richmond

Remote status

Hybrid