ABOUT US

Chiliz - the world’s leading sports-focused blockchain Tech company, is leading the charge into Web3, building a global ecosystem where fans don’t just watch the game, they become a part of it. If you’re ready to put on your jersey and get to work alongside a dynamic global team, this could be the perfect match.

OUR BRANDS

• Chiliz: The backbone of our ecosystem, creator of Chiliz Chain - the Layer 1 blockchain that powers our vision of Web3 for sports and entertainment.

• Fan Tokens: Official Digital Assets for more than 70 of the world’s biggest sports teams, including giants like Paris Saint Germain, Man City, FC Barcelona.

• Socios.com: The Web3 Fan Token Wallet and home of Fan Token rewards.

THE ROLE

We are seeking a Senior Usability Researcher (UXR) to champion a user-first mindset across our product and service ecosystem. This role reports directly to the Head of Product Design for The Chiliz Group including Socios.com, Chiliz Blockchain, Fantokens and Fantokens.com.

The Senior UXR combines strategic vision, hands-on research expertise, and the ability to drive alignment across diverse stakeholders. They ensure research insights lead to meaningful action, shaping design decisions, influencing strategy, and connecting user experience outcomes such as CSAT to organizational objectives. Success requires a balance of leadership, collaboration, and advocacy, ensuring user needs are not just understood but embedded into business priorities.

The Senior UXR is more than a researcher. They are a strategic partner and change agent. By embedding user insights into every stage of design and decision-making, this role ensures our products and services deliver real value to both our customers and the business.

The position is open for qualified candidates based in Madrid or EU nationals willing to relocate to Madrid. Applications must be submitted in English.

Duties and Responsibilities

Strategic Leadership

• Define and lead the usability research strategy in alignment with company goals.

• Establish, track, and champion key OKRs including Customer Satisfaction (CSAT) and connect them to product and service outcomes.

• Act as a thought partner to product and design leadership, ensuring UX insights inform strategic decisions.

Insight-to-Action

• Translate research findings into clear, actionable strategies that improve customer journeys and drive measurable impact.

• Partner with product owners, designers, and cross-functional teams to embed insights into product and service roadmaps.

User-Centered Service Design

• Map and evaluate end-to-end service experiences, identifying opportunities for improvement.

• Articulate design and service changes from user, system, and business perspectives.

Research & Testing

• Design, conduct, and oversee usability studies across the product lifecycle, from early concepts to polished designs.

• Apply a mix of qualitative and quantitative methods to uncover user needs, behaviors, and motivations.

• Continuously refine methodologies to balance rigor, speed, and impact.

Collaboration & Stakeholder Engagement

• Foster a culture of collaboration, bringing empathy not only for customers but also for teammates so that research insights become shared opportunities and drive collective ownership of outcomes.

• Inspire and align stakeholders by presenting research findings in compelling, actionable ways.

• Act as a trusted advisor, guiding product and service teams with user-centered perspectives.

• Influence decision-making at both strategic and tactical levels.

• Work as an integrated member of the product team alongside product owners, designers, and researchers, co-creating solutions rather than critiquing from the sidelines.

Leadership & Mentorship

• Provide leadership and guidance to a small usability research team, fostering growth and professional development.

• Scale team operations to meet the evolving needs of a fast-moving business.

Advancing AI in UXR

• Drive innovation by exploring and applying AI in usability research.

• Champion new tools and approaches to enhance research efficiency, scale, and insight depth.

Role Requirements

• Proven experience as a Usability Researcher or User Experience Researcher in digital product environments, ideally in a senior capacity.

• Strong command of a wide range of UXR methodologies, both qualitative (e.g. interviews, remote unmoderated testing, continuous discovery practices, guerilla usability testing, contextual inquiry) and quantitative (e.g. closed and open ended surveys, defining A/B testing, working with BI to incorporate analytics).

• Demonstrated ability to plan, execute, and synthesise usability studies for digital products and services.

• Track record of translating insights into actionable recommendations that influence product strategy and design outcomes.

• Skilled at working in cross-functional teams, ideally within agile product development environments.

• Excellent communication and storytelling skills, with the ability to tailor insights for executive, technical, and design audiences.

• Strong data literacy and ability to combine user research with behavioral or product analytics.

• Experience working in multicultural or international contexts, with sensitivity to diverse user perspectives.

• Comfort with emerging technologies and interest in leveraging AI for research at scale.

Bonus points for:

• Fluency in Turkish or Portuguese.

• Experience in fast-paced startup or scale-up environments.

• Background in service design or customer journey mapping.

Key Competencies

• Autonomy: Operates independently, demonstrating initiative and sound judgment in complex situations.

• Problem Solving: Tackles complex challenges with creativity, adapting methods and resources to deliver solutions.

• Technical Expertise: Deep expertise in usability research, user-centered design, and mixed-method testing.

• Project Leadership: Delivers high-visibility projects on time, balancing operational execution with strategic priorities.

• Strategic Planning: Contributes to organizational planning and ensures UX goals align with business objectives.

• Team Leadership: Motivates and coordinates diverse talent to achieve shared outcomes; builds team capacity and capability.

• Communication: Clearly conveys insights and complex ideas to varied audiences; fosters alignment through empathy and strategic storytelling.

• Spirit: Leads with curiosity, creativity, and collaboration. Champions seamless, user-first experiences while balancing business needs.

WHAT WE OFFER

The chance to join a global community of sports blockchain enthusiasts spanning 6 countries and over 40 nationalities, committed to building a vibrant, exciting Web3 future for sports alongside some of the biggest names on the planet. We’re looking for team players who are happy to try, fail, and bounce back because a great team is all about the comeback.

We believe the interview process is a two-way street. Think of it as a draft where we're both trying to make the best pick. Our competitive salaries, wellness allowance, healthcare, and pension plans are just the tip of the iceberg. You’ll be joining a diverse, global team, where flexibility and challenge are part of the playbook.

Ready to play? Let’s get to work.