Senior UX Researcher

Recruiter
BT
Location
London
Salary
Competitive
Posted
13 Sep 2017
Expires
25 Sep 2017
Contract Type
Permanent
Senior UX Researcher
BT Consumer Digital, London
The job

Your (brand new to BT) role is to understand our customers better than they understand themselves. Sitting within the London-based BT Studio, and reporting into the UX Strategy lead, you will play an important role in understanding customer needs and behaviour, providing design recommendation, and giving strategic insight across the business to deliver measurable success.

Continually evangelising the importance of listening to customers and acting as their voice, you will be involved in a range of multi-channel projects and activity ranging from early proposition work to ecommerce initiatives. They will support all departments within BT Group and be responsible for providing the wider team with customer insights to steer future developments.

What you'll be doing

  • Plan and manage ongoing research programmes, work produce and maintain design personas for our projects, gather requirements around what the team is looking to learn or test, support the UX Strategy Lead in working with 3 rd party UX research agencies
  • Formative research - structure and facilitate workshops and focus groups, carrying out depth interviews, conducting surveys and analysing results, conducting secondary research, presenting findings to the wider team and stakeholder and supporting UX Designers during project discovery phases
  • Testing - work with data analysts and conversion specialists to understand how customers are using our sites and which areas need improving, define tasks, write scripts and moderate usability testing (including remote testing where appropriate), create and maintain a library of insights and learnings for future reference, debrief the UX team on objectives and actionable points
  • Design support - brief designers and developers on stimulus requirements, work with UX teams to develop mental models and map customer journeys, brainstorm and generate ideas to tackle UX weaknesses, understanding of design practices and UX
  • Customer sentiment management - define and evolve how we measure customer sentiment alongside business KPIs, manage and report on customers' voice from feedback channels, support business cases by incorporating relevant customer sentiment measures into ROI, ensure pain points in the customer journey are fed into priorities and roadmaps, identify trends and report to stakeholder
  • Benchmarking - keep up to date with current research and testing best practices and methodologies, review what competitors are offering and how they overcome similar issues


What you have done already

  • Significant demonstrable experience of applying human factors methodologies
  • Bachelor's degree or higher in Human Factors, ergonomics, cognitive psychology, usability, anthropology, design or equivalent field
  • Experience in conducting research to support new propositions and product development
  • A demonstrated understanding of both qualitative and quantitative methods
  • Experience in a range of methodologies from guerrilla to more formalised
  • Experience in testing for other digital channels (e.g. mobile, iTV, kiosks beneficial)
  • Excellent observation skills and attention to detail
  • Exceptional written and oral communications skills; an ability to analyse results and provide a quick turnaround giving relevant feedback to UX team within an Agile framework
  • Autonomous; someone with an ability to work well independently as well as within groups
  • Pragmatic in their approach to choosing appropriate methods.
  • Experience, or a strong interest in service design


Benefits - competitive salary, 25 days holiday, contributory pension, BT employee broadband/TV/Sport package, 10% on target bonus, healthcare, car allowance (can be taken as cash)

If you want to be the first sole UX Researcher we hire as we change the thinking in the Digital team to be more testing and customer centric, please apply via our recruitment portal to be considered.

*LI-JW