Description
Customer Experience & User Researcher - Digital Banking - User Centred Design (UCD)
A leading Retail Bank based in London is seeking a Customer Experience & User Researcher to work on a complex project, which offers the opportunity to work with senior level professionals in a highly respected organisation. This is a business change role not a technical/IT position.
This is an exciting opportunity to join the Digital Transformation team within a leading Bank. You'll be working on initiatives for both retail and commercial across both desktop and mobile. The team are technology embracing, digitally savvy and all working together to push the boundaries of customer experience.
The role is fairly niche yet nicely varied as you'll be covering a range of projects at any one time. You'll be required to take ownership of the various user research projects whilst acting as internal usability consultant and the advocate for the customer. You'll find yourself working closely with business stakeholders, internal design agencies, external research agencies, BA's, project managers, experience architects and copy writers amongst others.
Key responsibilities will include:
Translate the questions and needs of the business into actionable, relevant research
Determine the right methodologies then commission, oversee and manage user research with agencies and partners from start to finish
Ensure quality and value of agency outputs
Manage internal stakeholder and partners
Run guerrilla research where appropriate (ie not afraid to get hands dirty)
Support design and development through testing and pre-launch phases
Act as internal usability & user experience expert on an ad hoc basis
Explain and advocate solutions and ideas to business stakeholders when necessary
Get involved in copy & content
To be considered for this role you must be able to demonstrate the following skills within financial services (ideally retail banking):
Solid experience in digital User Experience & User Research (6+ years)
Strong background in human-computer interaction, cognitive psychology, or related field
User Research expert with a deep understanding of customer behaviour (probably gained within a UX agency)
Deep familiarisation of the nuisances running qualitative and quantitative user research (focus groups, usability testing, surveys, web analytics to name a few)
Full experience of User Centred Design (UCD)
Demonstrable experience of working on banking projects (retail and commercial)
Self organised with strong business and interpersonal skills
Helps if you understand the balance of user experience, business needs, technical feasibility, and time-to-market, and be prepared for tradeoffs
Analytical Skills
Oral Communication
Presentation/Facilitation
Procedural/Product/Specialist Knowledge
Self/Work Organisation
To be considered for this role, please submit your CV in application.
We will contact you within 72 hours if your skills are relevant to our client's requirement. EA Consulting Group is acting as an Employment Business for this role under the CEAEBR 2003.