Senior Manager, UX Research (3-year contract)

The Hong Kong Jockey Club

Founded in 1884, The Hong Kong Jockey Club (“the Club”) is a world-class racing club that acts continuously for the betterment of our society. The Club has a unique integrated business model, comprising racing and racecourse entertainment, a membership club, responsible sports wagering and lottery, and charities and community contribution. Through this model, the Club generates economic and social value for the community and supports the HKSAR Government in combatting illegal gambling.

The Department

Join us as we shape the future of sports and entertainment at the Club through a strategic mission to transform our digital capabilities. Our flagship programme, operating under the internal acronym ‘AOP’, aims to Accelerate our Platform, Product, People, Performance and Potential, bringing this strategy to life through innovation and delivery excellence.

AOP's work spans product, technology, operations, delivery and change, creating next-generation experiences and strengthening the capabilities that support the Club's future growth. We are a diverse team passionate about solving complex challenges, delivering meaningful impact, and creating value for customers, members, the Club and the wider community.

The Job

• Lead Strategic User Research and Customer Discovery
  • Define and execute the venture's UX research strategy aligned to business, product and customer outcomes
  • Design and conduct generative and evaluative research programmes including contextual inquiry, in-depth interviews, usability testing, diary studies, surveys, concept testing and journey mapping
  • Identify customer needs, pain points, motivations, and behavioural patterns to inform product and service strategy
  •  Drive continuous validation of customer problems, solution desirability, and experience effectiveness throughout the product lifecycle
• Drive Omni-Channel Customer Understanding
  • Develop and maintain end-to-end customer journey maps spanning digital products, retail environments, venues and other customer touchpoints
  • Analyse customer behaviours and experiences across multiple channels to identify opportunities for improvement
  • Translate customer research findings into clear and actionable recommendations for Product, Design, and Business stakeholders
  • Support prioritisation decisions through customer evidence and experience insights
• Establish and Scale Research Operations
  • Build and operationalise the venture's UX ResearchOps capability, including governance frameworks, participant recruitment processes, research standards and tool selection
  • Establish scalable research practices, knowledge-sharing mechanisms, and insight repositories
  • Manage external research vendors, participant recruitment agencies, and research-related budgets
  • Drive adoption of research best practices across the venture team
• Advance Data-Driven Decision Making
  • Partner with Data teams to define behavioural measurement requirements and success metrics based on analytics and data
  • Synthesise qualitative research findings with quantitative behavioural data and operational performance indicators
  • Develop insight frameworks and reporting mechanisms to support strategic and tactical decision-making
  • Support experimentation and hypothesis validation activities across the product lifecycle
• Lead Cross-Functional and Enterprise Collaboration
  • Partner closely with Product, UX/UI Design, Technology, Marketing and Analytics teams to embed customer insights into planning and delivery processes
  • Act as the primary liaison with the Club’s Customer Insight, Segmentation, Digital Experience, Research, Legal, and Compliance partners on UX research matters
  •  Leverage existing customer, category and industry insights generated across the organisation to support venture discovery activities
  • Foster knowledge sharing and promote evidence-based decision-making across stakeholder groups
• Governance, Compliance and Risk Management
  • Ensure all research activities comply with privacy, governance, ethical and regulatory requirements
  • Promote responsible and compliant customer research practices
• Ensures compliance with Responsible Gambling Policy (RGP) and all stipulated legal requirements about wagering, thereby protecting the integrity of the Club’s business
• Undertakes other duties as assigned by the Line Manager

The Job

• Bachelor's degree in Human-Computer Interaction (HCI), Psychology, Behavioural Science, Design, Business, Social Sciences or related disciplines
• Minimum 8 years' experience in UX Research, Customer Experience Research, Service Design Research, Product Discovery or related disciplines
• Proven experience operating at Lead, Principal, Head of Research or equivalent senior individual contributor level
• Demonstrated track record supporting the launch, growth or optimisation of large-scale digital products and services
• Proven experience establishing ResearchOps capabilities, governance frameworks and insight management practices
• Strong experience conducting research across complex customer journeys involving multiple channels and touchpoints
• Experience partnering with Product, Design, Analytics and Technology teams in agile product development environments
• Experience working in wagering, gaming, entertainment, fintech, e-commerce or other highly regulated digital environments is a plus
• Strong expertise in UX research methodologies, including qualitative and quantitative research techniques
• Proven experience leading customer discovery, problem validation, and product or service research initiatives
• Ability to uncover customer needs, behaviours, pain points, and opportunities through structured research
• Experience conducting usability testing, customer interviews, surveys, and journey mapping
• Strong understanding of customer journey, service design, and end-to-end experience research
• Experience establishing or improving research operations, including research processes, tools, participant management, and knowledge repositories
• Ability to analyse and synthesise research, behavioural, and operational data into actionable insights
• Experience designing and evaluating experiments, prototypes, concepts, and product features
• Strong stakeholder management and communication skills, with the ability to influence decision-making through evidence-based insights
• Proficiency with UX research, analytics, and collaboration tools within agile product development environments

Apply Now!

We offer competitive salary and benefits packages, a dynamic working environment and development opportunities.

Add horsepower to your career today. If you do not meet all of the requirements but still believe you can make a difference, please apply.

Equal Opportunity and Inclusive Hiring

We are an equal opportunity employer and strive to create an inclusive workplace for all. Applicants from diverse backgrounds are welcomed to apply. If you have any special needs or require accommodations during the interview process, please e-mail us via careers@hkjc.org.hk. Personal data provided by job applicants will be used strictly in accordance with the Club's notice to employees and job applicants relating to the Personal Data (Privacy) Ordinance. A copy of which will be provided immediately upon request.