Digital User Researcher

Yorkshire Building Society; Leeds; Hybrid; GBP 42,000 - 56,000; Full time

Benefits offered by this job

Holiday allowance

Bonus scheme 7% up to 15%

Pension 11%

Private medical insurance

My Benefits portal

Job summary

Yorkshire Building Society is seeking a Digital User Researcher to join its User Centred Design Digital team in Leeds. You will focus on desk research and customer testing of communications, marketing and digital services to shape the future of our digital channels.

This hybrid role combines working from home with time in our Leeds office. You will plan, execute and design testing, deliver actionable insights, and collaborate with stakeholders to improve customer understanding and outcomes.

Qualifications

• You’ll have expert knowledge of digital user research and testing across channels including apps, web and non-digital assets.

Responsibilities

• You will plan, execute and design customer testing recommendations for communications and digital experiences.
• You will deliver actionable insight to help colleagues assess efficacy and understandability of communications.
• You will collaborate with stakeholders to deliver usability and comprehension testing at pace.

Skills

Mobile app

Web

Chatbot testing

Non-digital channels

Job description

Are you a Digital User Researcher looking for your next opportunity? You would be part of YBS' User Centred Design Digital team and focus on desk research and customer testing of communications, marketing and digital services. You will be playing a critical role in shaping the future of the YBS' Digital Channels and ensuring our communications are easy for customers to understand.

As Digital User Researcher, you will be part of a small but growing digital user research team. It’s an exciting time to join us and take part in our User Centred Design transformation journey.

This is a hybrid role, a mix of working from home plus time in our central Leeds office.

About the role

You will -

• Plan, execute and design recommendations from customer testing using appropriate methodologies for YBS group customer communications and digital experiences
• Utilise your expertise in best practice for digital user research and standards
• Deliver clear and concise insight enabling YBS colleagues to make decisions about the efficacy and understandability of their communications
• Work collaboratively and productively with a wide range of stakeholders to deliver the testing to deliver usability and comprehension testing
• Ensure the customer testing approach for YBS customer communications and digital experiences adheres to Consumer Duty principles and supports the needs of vulnerable customers.
• Support the Digital User Research Co-ordinator in managing the demand pipeline and ongoing engagement with business stakeholders requesting testing of communications or journeys
• Continuously improve the YBS Group approach to communications testing
• Build strong relationships with other research and insight teams in YBS

About you

You’ll have -

• Expertise in digital user research and testing on mobile app, web, chatbot and non-digital channels (e.g. letters, marketing assets)
• In depth understanding of the digital user research methodologies – for example, talk out loud protocol, UX heuristics, desk research, Wizard of Oz testing, surveys, Cloze
• Ability to deliver actionable insight from digital customer testing activities and desk research
• Experience of designing digital user testing for a wide range of scenarios
• Ability to interpret complex information to deliver great customer and business outcomes
• Experience of delivering and designing best practice customer testing approaches
• Understanding of delivery of effective customer communications testing approach at scale and pace

About us

At YBS we don’t have shareholders, we have members. We care about people and that includes you. So here, you’ll be respected for who you are, you’ll be able to bring your whole self to work, and you’ll have everything you need to build a long and rewarding career.

Flexibility.

We offer a range of flexible working options without unsocial hours, which can help you find a healthy work-life balance. Whether it’s finishing early for an appointment or fitting your studies and hobbies in around your working hours, we can help make it work for you. We’re happy to talk flexible working and you can reach out to us anytime during the recruitment process to discuss this.

Development.

We want you to feel challenged here. Whatever your ambitions, we’re committed to helping you develop your skills and move ahead in your career journey. From day one, we’ll set you up for success with a brilliant induction and full training plan, all designed to get you up to speed quickly.

Inclusivity.

We’re passionate about creating an inclusive environment where everyone is welcome and able to be themselves. If you’ll go the extra mile to help our members, you’ll fit right in and feel you belong here.

About our Benefits

We offer lots of fantastic rewards that you can make the most of in and out of work, including:

• Holiday. You’ll get 25 days plus Bank Holidays, as well as the option to buy up to a further 5 days.
• Bonus. At YBS we work collaboratively and share in our success together, so when we reach our goals were all rewarded with an on target bonus of 7% of eligible pay (with the opportunity to earn up to a maximum 15%).
• Pension. We know how important it is to save towards the future, that’s why we’ll contribute up 11% into your YBS pension.
• Healthcare. Health and wellbeing are an important part of life at YBS, when you join us you’ll have access to a range of health benefits to suit your life including private medical insurance, dental and healthcare plans.
• My Benefits. When you join YBS you’ll have access to our self-service benefits portal, where you can access a range of retail, hospitality and health discounts.

Want more information?

If you have any questions about this role, please contact Mike Peel on [e-mail]