User Researcher - Remote - Online Education client - job ad

User Researcher (Online Education client)
Remotely based
3 months initially (view to extend until year end)
£400-430 (via umbrella / paye - no PSCs / Limited Companies permitted by this client)

This is a UX Researcher role, supporting research and product/service design activity across multiple product portfolios for the client's Global Product Organisation.
As part of our London Experience Design team, you will support the Lead Research in documenting current and future client service experiences across our product/ landscape, defining new design proposals, identifying areas for potential optimisation and improvement with existing products, and quantifying the cost and impact of such improvements, using metrics of cost, complexity of implementation, customer satisfaction and revenue.
Your research and proposals will depict target experience architectures in an accessible visual manner, supporting the further elaboration and delivery of vibrant, compelling and efficacious service experiences by multiple stakeholder groups and both internal and external delivery partners.
The resulting experiences will inform both the configuration of our 'backstage' services and our 'front stage' product offerings, combine services, technology and content in ways that engage and delight our customers, online and offline. You'll manage logistics relating to our research and design processes, planning and coordinating research, both field studies around the world and in our purpose-built, state of the art Experience Lab in Central London.

Key Accountabilities

• Support operational and logistical delivery of research and design
• Deliver clear visual representations of current and future products, highlighting customer pain-points, potential areas for added customer value, and other business-customer interactions
• Liaise between the Experience Design team and other functional teams, maintaining regular communication with key stakeholders to support continuous improvement and mitigate risk
• Undertake and participate in a wide range of qualitative research, to inform the design of optimal educational experiences
• Develop vibrant and engaging service proposals that engage new, potential and existing users, by defining both service provision and product experiences which will delight our customers, driving engagement
• Support delivery teams by developing service specifications, cross-system workflow diagrams and blueprints, surfacing a holistic and consistent view of client services to multiple functional 'silos'
• Socialise service design artefacts with Marketing and Technology stakeholders, leveraging their insight and input to achieve buy-in to service design techniques and supporting their own research approaches
• Work closely with UX and UI designers to establish coherence within and, where appropriate, commonality across digital experiences on a range of form factors, including desktop and mobile
• Specify and explain service experiences to software development teams, to inform and oversee the implementation of your proposals
• Rationalise and articulate feedback arising from research, to explain and contextualise the implied design recommendations for Product Owners, stakeholders and peers
• Multi-task across multiple projects and remaining calm under pressure and be pro-active with moderate guidance.
• Member of cross-functional product design and development teams.

Key Relationships

• Lead Service Designer, Marketing Manager, Product Owner, Product Manager, Instructional Designer, Developer, Experience Designers, Geo stakeholders, Technology stakeholders Candidate

Role-specific attributes

• 2-3 years of UX research experience, ideally working closely with user experience / product design teams
• Post-graduate qualification(s) or equivalent experience in HCI or another design or research discipline
• Knowledge and experience of modelling service environments, user flows and business processes
• Experienced in the creation of prototypes, for example storyboards or UI prototypes
• Strong communication skills
• Experience working with a range of local and international stakeholders
• Experience of digital educational content (desirable but not essential)