Description
Digital User Researcher - Mortgages
My client, a prestigious Financial Services client has two contract opportunities for Digital User Researchers in their mortgages function. One role is based in Halifax and the other in Edinburgh, both roles will involve monthly travel to London.
The pay rate for this role is £450 per day
Job details:
The client is one of the UK's leading digital banks, with over 11 million active online customers, as well as the UK's biggest mobile bank. They have one of the most highly trafficked and technically sophisticated digital businesses in the UK - the volume of secure customer interactions in the UK each year is on par with global brands like Amazon, eBay and Google.
With this increasing demand for banking services via their mobile, desktop & tablet channels, they continue to invest heavily in technology. The vision in Digital Banking is to be the pioneer in digital relationship banking and recognised as the best in Europe in the way digital technologies are used to safely and simply serve our customers across channels.
To support this crucial activity they have built an internal qualitative research capability, high-spec Labs that are available to support and inform all teams and brands across the business to ensure the creation and development of the best Digital experiences. With services which are in high demand across the business, working on numerous projects to conduct vital end-to-end research and customer testing across our mobile, tablet and desktop inventory. The programme of work includes in-lab testing in our purpose built lab facilities in London, Halifax and Edinburgh on desktop and mobile environments, and also includes capability for testing in-branch and looking at wider touch points of the end-to-end Customer journey.
Key responsibilities include:
. Designing and running usability studies on paper and digital prototypes and live sites and devices to improve branded digital services and products - may include usability testing, focus groups, card sorting exercises, ethnographic research, heuristic and expert reviews, and other research as identified
. Managing the development and collation of research assets required to conduct research to agreed timescales
. Analysing research outcomes and develop professional reports that promote objectivity and the voice of the Customer
. When required, work with project teams to identify a roadmap of research activities across their project
. Liaising with and using research to influence key stakeholders including senior management, product teams, legal, compliance, innovation, digital transformation, E-commerce and content management by conducting research activities to gain buy-in to make Customer improvements
. Managing and mentoring more junior members of the User Research Team
. Supporting the Customer Labs engagement model in the commissioning, oversight and management of user research activities with agencies and partners
. Supporting the Senior User Research Manager to review and assess research requests and advise teams about the best method of engaging with Customers
. Ensuring all research projects have defined goals and objectives and outputs can be measured and easily understood by project teams and the User Research Team
. Where required, providing analysis of broader research to support the broader DCX team
. Supporting other members of the Customer Labs Research team in their daily efforts
. Contributing to the Customer Labs blog and website
Minimum Qualification:
. Good knowledge of designing and conducting research studies and ability to design and document findings and make recommendations to projects and senior stakeholders
. Good knowledge of moderating usability tests, focus groups, card sorting exercises, ethnographic studies, and all of the associated documentation and process of conducting these research activities
. Understanding of quantitative research methods like surveys, remote testing, web analytics
. Good senior stakeholder management of teams with a wide range of skills and capabilities
. Ability to manage relationships with third party agencies and organisations
. Good planning and organisational skills to ensure deadlines are hit are essential
. Excellent written communication and presentation skills for dealing with stakeholders of different backgrounds and at different levels
. Understands when to escalate issues
. Good team management skills
Desirable skills/experience:
* Strong background in HCI, cognitive psychology, or related field
* Experience of working within an Agile environment
* Ability to work as part of a larger team and autonomously
* Ability to multi-task in a dynamic environment
* Experience with the finance sector is desirable
If you are looking for a new contract opportunities either apply online or please contact Rebecca Inns or email (see below)
Do you know anyone who might be looking for a new role? You could benefit from our candidate referral scheme. Contact me on the above contact details for more information.
Outsource. Our People. Your Success.
Outsource UK is one of the country's largest and most successful independent recruitment consultancies, specialising in the IT, Digital, Financial Services and Engineering sectors.