Photobox

Lead UX Researcher

Company:
Photobox
Location:
🇬🇧
London
Posted on:
July 15, 2020

At Photobox group, we’re here to help turn photos - from the everyday quick snap to the precious, once-in-a-lifetime event - into the most thoughtful gifts.We need people who thrive on delivering amazing customer experiences, never standing still and constantly challenging the status quo. We’re always looking for new and better ways to consistently deliver results and delight customers.We’re a place for self-starters and free thinkers. We work nimbly and react quickly to changing circumstances. We believe in working together to solve problems, learn new things and share knowledge.We’re at an exciting time in our evolution. We’re growing up but not growing old. We want people who can take us to the next level. People who have been there and done that, and now want to turn that experience into something different and exciting. In return, we’ll invest all we can in helping you thrive in our family of brands.

The role:

Define and execute the UX Research strategy within Product Design at Photobox and continuously evolve the way we conduct research across all our customer touchpoints. Drive the strategy of the Research Team, and own the standards, principles and best practice in a range of UX Research techniques, from quantitative statistical analysis to qualitative user research.Responsible for prioritising and supporting the effective delivery of the research team’s backlog, and conducting research to support key business goals in a timely and organised fashion.

Individual contributor role, supporting multiple Product teams delivering a range of user experience research methodologies to support customer-centric digital product development.

You will act as the voice of the customer, be passionate about their needs and how to improve their experiences with Photobox continually.

Work closely, and partner with key business stakeholders, product managers, UX & UI designers and engineers, working towards ensuring the need of our customers are voiced and supported during their decision making and planning.

Mentor, support, develop, and manage other product researchers to build a community of customer-driven practitioners that deliver impact and user value.

Requirements

  • Leading, influencing and driving change in key aspects of the user experience through research initiatives and customer understanding.
  • Plan and implement creative ways to collect and analyse customer behaviours that will inform the product and features we create.
  • Develop and own the Research strategy, ensuring that business objectives are met and the customer is at the heart of our decisions.
  • Deliver research that is suitable for the audience, lean, or academic where needed, always digestible validated with data and actionable.
  • Diagnose business requests and instigate the right research to uncover relevant insights that genuinely influence direction.
  • Work with cross-functional teams to surface key customer insights, and help them to understand what the customer needs and why.
  • Help guide critical business projects and act not only as a service to business requests, but as an influencer in business focus.
  • Adapting and evolving the research operating model and principles to meet priorities and demands of design and digital product teams
  • Support the Head of Product Design in the continuing development of customer principles, to be used across the Product department as an anchor point to what the wider team stands for.
  • Work with Product Management to decide customer KPIs as our measurement of success.
  • Constantly evolve our customer personas to keep us on top of who our customers are and what they want.
  • Be the voice of the customer!
  • Create research studies that address both user behavior and attitudes.
  • Leading, influencing and driving change in key aspects of the user experience through research initiatives and customer understanding.
  • Plan and implement creative ways to collect and analyse customer behaviours that will inform the product and features we create.
  • Develop and own the Research strategy, ensuring that business objectives are met, and the customer is at the heart of our decisions.
  • Deliver research that is suitable for the audience, lean, or academic where needed, always digestible validated with data and actionable.
  • Diagnose business requests and instigate the right research to uncover relevant insights that genuinely influence direction.
  • Work with cross-functional teams to surface key customer insights, and help them to understand what the customer needs and why.
  • Help guide critical business projects and act not only as a service to business requests but as an influencer with a unique view of the customer.
  • Adapting and evolving the research operating model and principles to meet priorities and demands of design and digital product teams
  • Support the Head of Product Design and Product Director in the continuing development of customer principles, to be used across the Product department as an anchor point to what the wider team stands for.
  • Work with Product Management to decide customer KPIs as our measurement of success.
  • Constantly evolve our customer personas to keep us on top of who our customers are and what they want.
  • Be the voice of the customer!
  • Create research studies that address both user behaviour and attitudes.
  • Facilitate and moderate research, analyse data, produce research findings into actionable insights.
  • Present research findings confidently to key business stakeholders and teams.
  • Mentor and manage UX researchers in the team and support in their career development.
  • Handle the UX research budget, and produce spending forecasts and monthly reports to monitor wider P&L.
  • Proven experience in numerous research techniques (including moderated usability studies and user interviews, unmoderated studies, surveys, guerrilla testing, ethnography, diary studies, card-sorting etc.)
  • Understand the interplay between business requirements, product strategy and user experience.
  • Knowledge of UX principles.
  • Confident and persuasive oral and written communication.
  • Some experience in mentoring / line management would be an advantage.
  • Experience using and analysing data through eye-tracking technology an advantage.

The ideal candidate will have:

  • Minimum Qualification BSc (Hons) Psychology or equivalent human science qualification
  • MSc in Psychology prefered
  • 5+ years experience in applied research in senior role preferred
  • Thoroughly enjoyable, busy and fulfilling work environment, that is both challenging and rewarding.
  • Free reign to form strategies, processes and ways of working that will improve your strategic and leadership skills.

Benefits

On top of a competitive salary we also offer a great benefits package too

• Yearly bonus

• Flexible working

• Working in our spacious offices in the heart of Farringdon

• Access to our learning platform

• Funded wellbeing - including discounted gyms, yoga and bootcamps in the office

• Healthcare, dental and life assurance • Workplace pension scheme • Season ticket loans

• Cycle to work scheme

• Choice of MacBook/PC

• Mental health and wellbeing support available 24/7

• Coffee machine and fresh fruit in the office

• Referral bonus when you bring your friends to join the team

• Games in the office, including table tennis and table football

• Credits to spend each year on Photobox

• Monthly team outings, including regular company wide drinks at our local

• 33 days of holiday a year (including public holidays) increasing each year up to 38

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