UX Research Lead

As a UX Research Lead, you will be part of a team of UX and UI designers, working closely with product teams, customer experience teams and leaders in digital. Your role will be to help us keep our users at the centre of every product, service, and experience we design. You will support the planning, execution, and delivery of a wide range of both formative and summative user research, as well as end-to-end service design. Make use of our specially designed onsite usability lab; design and run remote quantitative and qualitative UX research with a variety of specialist tools; and make use of a variety of internal data sources that directly capture how well we are doing compared to our users' expectations Knowledge, experience, and/or an interest in design thinking / service design will help you be successful in this role Support both formative and summative user research activities, including remote online testing, moderated and unmoderated testing, benchmarking, surveys, design sprints, field research, etc Support product design activities, including discovery research, workshop planning, workshop facilitation, project debrief, etc Collaborate with CX leads, UX & UI designers, commercial owners, and senior managers to identify and answer UX research questions on our most strategic products and services Assess and recommend ways to tangibly improve our customer and user experience through feedback and interaction with project stakeholders --- Fluent English Experience in a User Experience Research role, either industry or agency Experience with different types of research methodologies: moderated and unmoderated, in person and remote, summative and formative, qualitative and quantitative Self-starter, tenacious, strong communicator, collaborative attitude, and experience in stakeholder management Ability to independently determine the best research methodology for a standard business challenge and select the appropriate supplier to deliver the research Confidence writing research briefs, managing suppliers, and running customer research projects end-to-end Ability to support in the application of Design Thinking following the lead of a more senior team member and taking the lead on standard project activities, such as workshop facilitation, interview facilitation, reporting, etc. Ability to create and offer constructive feedback on customer journey maps based on research insights, as well as identify solutions to improve the customer experience based on the journey map Ability to independently plan and facilitate research interviews and focus groups --- Not a perfect fit? Worried that you don't meet all the desired criteria exactly? If you're excited about this role but your experience doesn't align exactly with every part of the job description, we encourage you to still apply as you may be the right candidate for this role or another opportunity.