Customer Experience Researcher

Location: London, Bradford, Chatham or Petersfield

Closing Date: Friday 28 June 2024

Working Pattern: Our working style is hybrid, but we recognise the importance of collaborative working with our colleagues, often 1 to 3 days per week in one of our offices

Benefits: Discretionary annual bonus, 25 days holiday up to 30 days (depending on service), pension scheme with matched company contributions up to 10%, one paid day to ‘give back’, LinkedIn Learning for all

Don’t hesitate to apply for a role even if you don’t meet all the criteria; your unique strengths and eagerness to learn can be just as valuable.

You and Your Team: 

As a Customer Experience Researcher (CXR), you will report to the Head of Customer Experience. The Customer Experience Researcher's (CCXR) primary role is to help the business understand our customers at the personal and behavioural level so that we may produce products and services across all relevant channels which behave as our customers need.

The CXR will do this primarily by increasing both the quantity and type of user testing employed pre- and post-design and used the outputs to create resources which helped guide actionable improvements in our internal processes.

The CXR will be responsible for designing and conducting user research and identifying the best method based on research goals and resources. The CXR is accountable for all aspects of research (planning, recruiting, moderation, analysis, reporting) for both generative (participatory design) and evaluative (usability testing) research.

You will use a variety of user testing methodologies to reveal actionable customer insights. You will be comfortable working with data, from the gathering and analysis to design and presentation.

In your day-to-day role as a Customer Experience Researcher, you will: 

• Planning, designing, and conducting the usability testing process, from developing user recruitment to test moderation, analysis, and reporting.
• Conducting research to gather insights for new product and concept developments (including user requirements gathering and early stage concept and prototype testing, guerrilla research, and other approaches to ensuring the user need is fully understood in the service design).
• Building and actively maintaining a beta testing group, a collection of real customers who gain early access to features and help us to polish them.
• Working with the product designers, turning insights gained from user research into formats to enhance the organisational understanding of our users – such as personas and user journey maps.
• Working closely with product designers and developers to turn user data into actionable product/service requirements that feed into prototype development and influence product direction.
• Working with the broader team to devise appropriate research strategies to generate focused insights and help convert concepts into focused design briefs.
• Combine analogue customer testing methods with digital intelligence – use tools such as Adobe Analytics to identify areas for improvement in live journeys.
• Owning customer feedback and ensuring the loop is closed.
• Presenting findings and related recommendations and customer insights to senior decision-makers.
• Promoting user-centred design principles and best practices across the organisation.
• The CXR will work closely with the entire digital team, including data analysts, designers, developers, and business analysts.

What will make you stand out? 

• Experience in conducting user interviews and working directly with customers.
• Experience working in a fast-moving product team with a focus on customer needs.
• Experience using evidenced user needs to influence senior stakeholders and be persuasive advocates for those needs.
• Experience analysing quantitative and qualitative data and working with designers to produce artefacts (wireframes, content hierarchies, etc).

Desirable:

• Previous experience of managing, planning, testing
• Previous experience in developing and conducting usability testing sessions

The interview process: 

• Up to 30-minute telephone call with a member of the Talent Acquisition team
• 30-minute – 1-hour competency interview with the hiring manager
• 30-minute – 1-hour competency interview with the hiring team
• Final 30-minute – 1-hour interview with the team's Senior manager.

Our average process takes up to 4 weeks, but we will always work around your availability. You will have the chance to speak to our recruitment team throughout the process.

As this role involves working within a regulated environment, any offer will be subject to satisfactory background checks, including criminal record checks, credit checks, fraud checks and employment references.

Your working life: If you prefer to work part-time, we'll make this happen whenever we can - whether to help you meet other commitments or strike an outstanding work-life balance. Fear of losing your current working flexibility shouldn't hinder you from applying for new opportunities, so we aim to match your flexible working arrangements where possible.

Why work for us?

We’re Vanquis Banking Group plc, an FTSE All Share company and a leading specialist bank, established in 1880. We lend responsibly, providing tailored products and services to 1.75 million UK customers through Vanquis, Moneybarn, and Snoop. Our purpose is simple: to deliver caring banking so our customers can make the most of life’s opportunities.

At Vanquis Banking Group, we believe in looking after our colleagues, so we do our best to create a rewarding, engaging, and supportive work environment for our various divisions.

We let our colleagues know we appreciate their hard work by offering competitive salaries, benefits, and a Group-wide recognition scheme. All colleagues are eligible to join a pension scheme, and after six months of service, you can join our ‘Save as you Earn’ and 'Buy as you Earn' schemes.

We offer a range of training and development opportunities to help each of our colleagues maximise their potential, whatever their role. From your first day working with us, we’ll help you settle into your new role, and we are happy to talk to you about your career aspirations.

Equal Opportunity Statement 

At Vanquis Banking Group, we embrace everyone’s unique strengths and identities to be themselves at work. Regardless of how you identify yourself, your sexual orientation, marital or civil partner status, race, colour, nationality, ethnic or national background, faith, disability, or age – your experiences and background help enrich our teams and, most importantly, help support our customers in the best way possible. Our people help us fulfil the reason we’re here in the first place: to deliver caring banking so our customers can make the most of life’s opportunities.

If there’s anything we can do in the recruitment process to help you achieve your best, get in touch. Whether it’s a copy of our application form in another format or additional assistance, we can help. You can contact us at Talent.Acquisition@vanquis.com