Senior UX Researcher

TalkTalk; Salford; On-site; GBP 40,000 - 80,000; Full time

Job description

You will be leading and implementing the UX Research strategy, plans and delivery across the multiple product teams at TalkTalk informed by the overarching CX Design vision and principles. You'll be working with multiple stakeholders from across the business to solve business problems.

Your exceptional knowledge of research methodologies including qualitative and quantitative research will enable you to support the research team. You'll also have a strong understanding of the UX design process and will support research from discovery through to delivery.

Our mission is to create innovative and user-centered experiences that create a positive impact in order to support the UCD cultural change within TalkTalk. We’re passionate about creating services that enable anyone in the UK to access affordable and reliable internet – and for the user experience of this to be exceptional.

You will support our team of designers to focus on identifying customer problems to solve, and you'll continually drive to provide evidence based on assumptions. Currently, UX research at TalkTalk takes place at different stages of a product life cycle and involves a wide range of techniques such as user and stakeholder interviews, diary studies, competitor analysis, card sorting, tree testing, and usability testing (both moderated and unmoderated).

In addition to UX research, you will be required to complete ad-hoc Consumer research projects in order to support proposition development and Strategic brand components.

We will be looking for you to talk us through your process, with evidence of the impact the research has had on the product and how the team took those insights forward.

As the team leader, you are expected to have expert knowledge of a range of research methods as well as identifying which methodology to use and when. You will also be responsible for:

1. Working with Product Owners to refine and shape problems for the squad to pick up and to help inform the roadmap around the voice of the customer.

2. Supporting and mentoring the designers/researchers to ensure research validity and quality.

3. Encouraging collaboration with other data sources such as analytics and optimisation.

4. Being 'hands-on' by personally carrying out more complex or time-sensitive research projects when the expertise of the designer doesn't allow them to do so.

As part of the wider UX Leadership team you will:

1. Lead research strategy and plans and ensure ongoing communication of priorities.

2. Ensure the voice of the customer is embedded into the UX Design process.

3. Help shape a customer-centric culture by helping the business understand when it's necessary to get the research team involved and why.

4. Help support the Design system with research and data.

As part of the wider UX team you will:

1. Ensure the voice of the customer is embedded into the UX process and your valuable insights are turned into action.

2. Facilitate workshops to ensure the voice of the customer is fed into Discovery and share any new and exciting developments that you come across with the team.

3. Contribute to growing a customer-centric culture by being the voice of the customer in meetings.

4. Identify new opportunities to help solve business problems.

5. Challenge our designs to ensure they meet user needs.

6. Coach and mentor designers in the team to be able to run small research projects themselves.

7. Manage the partnership with UserTesting so we get maximum value out of the platform.

What do I need in order to deliver in the role?

You have experience of planning user research for services with challenging user needs and complex user journeys and can advise colleagues on the choice and application of research methods to assure best practice.

You know how to include all kinds of users in appropriate research activities. You can advocate for inclusive practices and help teams design and deliver accessible services that work for all users.

You can identify and compare the best processes or delivery methods to use, including measuring and evaluating outcomes.

As a recognised Top 50 Inclusive Employer in the UK, we know that diversity means success and innovation. We want our workplace to reflect the communities and customers we serve. Being inclusive is part of our DNA; we are all 100% human, and we create a culture where you can truly be yourself.

We’re also not your usual 9-5. We are a dynamic workplace and we want to talk to you about how you like to work.