The role of Research at Insights is to help the business know more about our users today, than we did yesterday, and to help the business know what questions we need to ask our users tomorrow. In doing so Research will provide insight to inform and de-risk decision making, by ensuring insight is habitual within delivery.
Researchers plan, design and carry out research activities with users that help teams get a deep understanding of the people that use our services. Their research informs proposition, service, content and interaction design so that services work well for users and achieves our business outcomes.
User-led Researchers at Insights focus on understanding user behaviours, needs, and motivations through observation techniques, task analysis, and other feedback methodologies. They work across discovery and delivery of the end-to-end journey of a service, supporting our Service Designers in problem space and our Interaction Designers in the emotional space, providing the evidence to help the business de-risk its decision making.
Researchers are part of the Research & Design team, part of the Customer and Digital Function. Research and Design is a cross functional team supporting Learning & Experience, Future Experience & Partnerships, Marketing and Product Technology in delivering the right end to end experience for our customers and the business.
Researchers at Insights are discipline-led in a specific aspect of research, whilst also have broad understanding and knowledge across design and research as a whole.
Skills required to be a Researcher
You will need the following skills for this role, although the level of expertise for each will vary, depending on the role level.
- Analysis and synthesis: You can turn research data into clear findings that inform decisions. You know how to involve colleagues in analysis and synthesis to increase consensus and challenge assumptions.
- Inclusive research. You understand the diversity of users of our services. You know how to include all kinds of users in appropriate research activities to help teams deliver accessible services.
- Research skills: You understand and have experience of a range of user research methods. You can choose appropriate methods for different stages of the product life cycle and situations. You know how to apply methods correctly.
- Strategic insight: You understand organisational strategy and objectives. You can align research activities with objectives to create strategic insights that inform our proposition.
- User-centred and agile practices: You understand user-centred design practices and know how to embed them into an agile workflow to deliver timely findings. You can work in an open, iterative and collaborative way in a multidisciplinary team. You are unafraid to take risks and are willing to learn from mistakes.
What you’ll do to succeed
- You’ll help the business to identify, understand and prioritise problems to deliver maximum value to it and our customers.
- You’ll uncover their needs of our customers and that of the business, and design services that deliver against them.
- You’ll collaborate with other researchers, designers and stakeholders to take services from concept to delivery, evidencing design thinking through appropriate methodologies.
- You’ll constantly evaluate the success of our services, seeking to understand how we iterate upon them.
How you’ll show up
- You’ll be comfortable working with autonomy, using your own initiative and taking ownership of tasks and projects from start to finish.
- You’ll embrace failure and be open to positively, collaboratively and constructively critiquing and evaluating your work and the work of colleagues.
- You’ll be a team player, willing to step out of your comfort zone for the benefit of the team.
- You’ll have strong communication and presentation skills, with an ability to engage and collaborate with a variety of stakeholders.
What you’re great at
- You’ll have a proven and successful record of supporting the delivery of a service project, through evidencing decision making from the design stage all the way through to its launch and beyond.
- You can work with a range of stakeholders to uncover and validate user needs and business requirements, utilising customer data to help all departments and teams better understand the needs of our customers.
- You can translate concepts and requirements of stakeholders into research proposals, choosing the appropriate methodologies.
- You have a wide knowledge of qualitative and quantitative research methods and tools and know which to apply to any given problem space.
- You can engage with our customers and practitioners to better understand their needs.
- You have strong communication and presentation skills, and are to clearly articulate ideas and recommendations, both written and verbally.
- You have experience in working in research-led design teams.
As a User-led Researcher
- You have and intense curiosity about people and their problems and a genuine curiosity and a real desire to understand users, clients, and stakeholders through interviewing, observations and surveying.
- You can work with stakeholders to define and focus on business problems and identify the required actionable insights.
- You understand the different stages and methods of research as you move across the design life cycle from discovery, definition, design and delivery.
- You can transform research results into actionable guidance through analysis and interpretation of data, and how the findings fit into business strategy.
- You can temper idealism with pragmatism, understanding you can’t exclusively represent the users, and must consider business needs and find solutions that satisfy both business and user goals.
- You can separate your opinion from the research, ensuring you are without bias when collecting data and disseminating it to stakeholders.
- You understand the diversity of users of our services and know how to include all kinds of users in appropriate research activities to help teams deliver accessible services.
- Foundation education at master’s level in Psychology, Sociology, Anthropology or Human Geography.
Please note this role can be based in either Edinburgh or Dundee. One day a week in Dundee required if Edinburgh based.