Lead UX Researcher

at  Motability Operations

ABOUT YOU

• Hands-on experience in roles such as Senior or Lead user researcher.
• Strong portfolio of design work/case studies focusing on your principles, methodologies, and approaches.
• Experience using a test and iterate approach through usability studies, and collaborating on early UX research methods.
• Enjoys working in a collaborative, team-oriented, cross-functional environment,
• Able to form strong trust-based relationships with team members, peers, managers and stakeholders.
• Very strong communication skills, able to present and communicate to different types of audiences using a variety of artifacts and methods.
• Ability to actively listen, hear and understand what is said and not said, and with nuanced comprehension of meaning and intent.

Team Management and mentorship

• Manage a small team of UX Researchers
• Work with the wider organisation to evolve and mature our research ethics/principle and methodology.
• Experienced with many types of research techniques and is able to mentor others about these approaches.
• Help to align user research working practices across the wider business, striving to develop the maturity of UX research at MO.
• Play a lead role in continuously improving our research methodology and keeping abreast of new tools and processes.
• Work with UX researcher day-to-day on the responsibilities outlined for them and help them improve.
• You are able to lead and coach other UX researchers.

Leading on research and standards

• Plan, facilitate and synthesise research to better understand users.
• Participate in a culture of open-sharing, collaboration, constructive critiquing, and shared learning.]
• Help product/delivery teams understand the outcomes/goals of the mission or problem to be solved, as opposed to having a ‘feature-led’ mindset.
• Lead on sharing actionable research insights that help product owners make better decisions to the programme.
• You should be able to present your understanding of users in ways such as user journey maps, personas screen flows and service blueprints.
• Measure success of implemented solutions from a user experience perspective.
• Advocate and provide guidance on how to use customer insights and data to inform the user experience.

Holistic research practice

• You have experience using a ‘service design mindset’ which involves researching beyond the digital interactions, you are considering the whole user journey, other people/processes that support the user journey and how people interact with it in the real world.
• Plan and facilitate research with our users including customers, dealers and staff.
• Manage multiple levels of research activities - strategic discovery and user testing.
• You are able to design within constraints and where necessary challenge the validity of constraints.
• Experienced in using research to create customer journey maps and personas.