Senior User Researcher at Reapit Ltd, London, £Contract Rate

Reapit - Who are we?

Reapit is the original end-to-end business technology provider for estate agencies of all sizes. We've been helping sales and lettings agents build relationships and grow their businesses for more than 25 years. Our technology empowers property professionals across Europe, the Middle East, Australia, and New Zealand to work with buyers, sellers, tenants, and landlords to deliver a dream home experience.

Worldwide, over 78,000 agents across more than 15,000 branches use Reapit to run their businesses, manage properties, collect rent, engage clients, and provide outstanding customer service every time.

What you'll be doing

Reapit is embarking on the most significant change to its core product in 25 years. This is a ground-up modernisation of the Sales and Lettings CRM that tens of thousands of agents rely on every single day to run their businesses. Getting it right depends on putting the new experience in front of real agencies early, understanding how they actually work and where the new product helps or hinders that work, and acting on what we learn long before general availability.

We are looking for a Senior User Researcher to own the beta and early-access programme end to end, blending hands-on user research with programme delivery. That means recruiting the right agencies, running structured research alongside the wider feedback engine, and turning what we learn into a clear, evidenced read for Product and Engineering on whether we are ready to ship.

This is a contract with a single, well-defined mission: stand up the beta programme, generate rigorous user insight throughout, and run it through to launch readiness.

Reporting to the Head of Product UKI you'll be involved in:

• Owning the end-to-end beta and early-access programme, including plan, timelines, entry and exit criteria, and success measures agreed with Product and Engineering

• Designing and running the research plan for the beta: usability testing, contextual interviews, diary studies and moderated sessions with agents, so findings are grounded in evidence rather than anecdote

• Recruiting and segmenting a genuinely representative cohort of beta agencies (small to medium, sales and lettings, existing and net new) and managing every participant through the full lifecycle: selection, onboarding, training, active testing and offboarding

• Acting as the single point of contact for beta customers, setting expectations, keeping them informed, and making participation feel like a privilege rather than an obligation

• Running the feedback engine end to end: in-product feedback, surveys, structured interviews, session recordings, support tickets and usage data, consolidated into one triaged backlog

• Turning raw feedback and research findings into decisions, theming issues by severity, frequency, usability impact and commercial impact, and getting the critical items into the right sprint

• Reporting on programme health every week (participation, engagement, defect trends, sentiment, usability findings, data migration outcomes) and presenting clear go/no-go recommendations to the Product Director and senior stakeholders

• Coordinating cohort communications, release notes, known-issues lists and enablement material with Marketing, Enablement and Support

• Partnering closely with Product Design to feed research findings directly into design iterations during the beta window

Who we're looking for

At Reapit, we prioritise hiring individuals who share our values and possess the right attitudes and behaviours for success. Whilst some of the listed requirements may be important, don't worry if you don't meet all of them, we'd still like to hear from you.

• Proven experience in user research, UX research or a similar research-led product role, ideally combined with experience running beta, early-access, pilot or customer-validation programmes for a B2B or B2B2C software product

• Confident designing and moderating qualitative research (interviews, usability testing, diary studies) and synthesising findings into clear, actionable insight

• Experience of a replatforming or migration programme, where an established customer base moves from a mature product to a new one, is a strong advantage

• Excellent customer-facing skills, comfortable holding a difficult conversation with a frustrated agency owner and turning it into a productive research opportunity

• Strong analytical skills, with the ability to collect, structure and synthesise both qualitative and quantitative feedback into a clear, defensible recommendation

• Confident working alongside Product, Design and Engineering, and comfortable being the voice of the user in prioritisation conversations

• Exceptional written and verbal communication, you can write the discussion guide, the research summary, the release note, and the executive summary

• Highly organised, able to run multiple cohorts, research workstreams and programme milestones in parallel against a fixed deadline

• Community management experience (user groups, forums, customer advisory boards or similar)

• Comfortable with the tooling: Linear and Confluence, product analytics research and usability testing platforms, survey and beta-management platforms, and BI or reporting tool

• High bias for action, this is a contract role and you'll need to be adding value from week one

• Genuine user empathy and a real interest in the day-to-day working life of an estate agent

• Proptech/estate agency experience is a plus

What your impact and success looks like

We expect your impact to look something like this:

Within 1 month:

• Build a clear understanding of the CRM scope, release plan and current beta position, and establish working relationships across Product, Design and Engineering

• Agree the programme and research design with the Product Directors: objectives, cohort profile, research methods, entry and exit criteria, feedback channels, cadence and reporting

• Confirm the tooling and templates, including feedback capture, triage workflow, research discussion guides, NDA and onboarding pack, and communication templates

• Get the initial participants onboarded, into research sessions and testing

Within 3 months:

• Beta running at full cadence with an engaged, representative cohort and healthy participation and retention rates

• A regular cycle of usability and research sessions generating clear, evidenced insight alongside the wider feedback data

• A single triaged feedback backlog that Product, Design and Engineering genuinely work from, with agreed severity and impact ratings

• Weekly programme health reporting established and trusted by the leadership team

• An evidenced view of the top blockers to general availability, with a named owner and target date against each

• The cohort expanded in waves, with each wave onboarded faster and more smoothly than the last

Within 6 months:

• A clear, evidence-based recommendations on general availability, supported by defect trends, usability findings, migration outcomes and customer sentiment

• Beta participants who have become advocates rather than casualties, with a measurable improvement in cohort sentiment and willingness to recommend

• Launch-critical issues either resolved or explicitly and knowingly accepted, with nothing material surfacing post-launch that the beta and research programme should have caught

• A clean handover of ongoing cohort relationships and research insight to Product, Design, Support and Customer Success

Don't tick all the boxes? Neither do we

We care about our industry and want it to become a more inclusive and diverse place to work. So, we're driven by hiring not only by experience and relevance for the role but by sharing our values and the right attitudes and behaviours for success.

We are committed to Equal Employment Opportunity through attracting and retaining a complementary team of employees and building an inclusive environment for all.

We feel we have an empowering environment where everyone is supported and respected, and we want you to feel this too. We welcome new ideas, thinking and approaches, whilst listening to all our employees.