Description:
We are looking for someone to support the Pensions Customer Experience team in ensuring we have market leading digital experiences. We want to redefine how we manage our digital products and how they interact and engage with our customers throughout their end-to-end journey. We'll look to you to be a passionate advocate for great customer experiences, bringing your creative and strategic thinking skills to the team.
You will work closely with the Product Manager to understand our strategic focus and customer problems, to execute market research to give us insight on wider propositions as well as define customer testing strategies as we move through the feasibility and design phases of our build.
You will be responsible for the end-to-end flow of designing an experience which solves our customers problem, from research to wireframes for the build team to then work off.
Responsibilities Include
- Conduct in-depth research to understand the needs, preferences, and behaviours of our pension customers this may involve interviews, surveys, usability testing, and ethnographic studies
- Collaborate with cross-functional teams including product managers, designers, developers, and business stakeholders to ensure user research insights are integrated into product and service development processes
- Analyse qualitative and quantitative data gathered from user research activities to derive actionable insights.
- Synthesize findings into clear, concise reports and presentations for stakeholders at various levels of the organization.
- Plan and conduct usability testing sessions to evaluate the effectiveness and efficiency of pension-related digital platforms, tools, and services. identify usability issues and provide recommendations for improvement.
- Collaborate with the wider design team to ensure that customer centric principles and design guidelines are in place and in the forefront of our delivery of digital journeys
- Translate customer insights into designed experiences and forming a compelling story around it
What Are We Looking For
- An experienced Digital User Researcher that has worked in the financial services sector this could include, Pensions, Investment, Insurance or Banking
- Has planned, recruited and managed research utilising different research methodologies
- Collate and Analyse the collected data
- Work closely with project stakeholders to help understand and define customer value and able to report/present back to those stakeholders on how feedback can be built into the product design backlog
- Agile Research
- GDS experience would be desirable