Lead User Researcher

at  Confusedcom

LOCATION: CARDIFF (HYBRID - 2 DAYS PER WEEK IN-OFFICE)

Confused.com is the UK’s first comparison platform for car insurance. We’ve been helping customers since 2002 by empowering them to make better decisions around insurance and financial services. Our mission is simple: take away the confusion when comparing financial products and services to help you save time and money.
We’re part of RVU, a group of online brands (including Uswitch, Tempcover and Money.co.uk) that empowers people to make confident decisions across a range of household services.

ABOUT THE ROLE

Central to our mission is understanding what current and future customers want and translating that insight into guidance for the business. To supercharge that work, we are looking to fill the newly created role of a Lead User Researcher. Based in the user experience design team and working closely with Product Designers and Managers, you will ensure we are:

• Useful - are our services helping users accomplish their objectives?
• Usable - can users complete their objectives quickly, easily, and conveniently?
• Used - are our services being or will they be used in the manner we intended?

Once we have this insight, you’ll organise, analyse, publish, and promote it so our colleagues can make informed decisions about the future directions of the business.
This is a pivotal role and a great opportunity to build and shape how research is done and integrated into the wider business.

WHAT YOU’LL BE DOING:

• Set, maintain, and iterate standards for the user research practice at Confused.com.
• Plan, design and conduct a range of research methodologies to inform and guide the design and development of product journeys and marketing communication.
• Translate your findings into actionable insight that you will share across the organisation, with a focus on promoting this user centred insight as key tool for business decision making.
• Guide and mentor colleagues on research best practices.
• Collaborate with our customer insight team to gather deeper insights and increase effective cross-team ways of working.
• Support teams to build accessible digital products by including participants across the full range of our customer base.
• Work collaboratively in a multidisciplinary delivery team, including designers and product owners, to define research plans.
• Occasionally lead and support the product design teams’ work running design sprints using HCD to find solutions to problem statements.

WHAT YOU’LL BRING TO THE ROLE:

• Skilled in qualitative and quantitative research methods, and analysis of research data.
• Strong understanding of user experience best practices, and a commitment to staying up to date with industry trends.
• Understanding of the digital customer journey for purchasing and managing UK based insurance, financial and/or home services (whether from professional work or personal use as a consumer).
• User-focus with the ability to push back and advocate for their needs.
• Solid business acumen through conducting User Research in a commercial setting.
• We use Figma, Usertesting.com, and Dovetail so experience using this would be great but not a must.