Fidelity International

Senior User Researcher

Tadworth, England
Posted on:
July 18, 2022

The Global Digital Experience team provides ground breaking digital solutions to deliver market leading digital client experiences and creating innovative ideas that bridges mobile, desktop, back office and other digital media to provide solutions and services that are driven by customer insight and business & local Market demands across PI, Wholesale, Institutional, Advisory and DC/Workplace Investing.

The Global Digital experience team places itself in a leading position to respond and adapt in a continuously evolving ecosystem to achieve Fidelity’s strategic goals, deliver best in class digital experiences to our customers, and provide exciting growth opportunities for our employees.

Role Overview

As a User Researcher you’ll be responsible for planning, conducting and analysing user research to help our product teams deliver digital services that create the best possible customer experience and outcomes. You’ll act as an advocate for the end user, and help ensure that our product teams take an evidence based approached to their decision making by conducting primary research and testing.

Key Responsibilities

  • Plan, conduct and analyse user research, using a variety of methods, to ensure our digital services provide the best possible customer experience and outcomes. Including usability testing (online and offline), user interviews, contextual enquiry, tree tests, card sorts, and click tests.
  • Work within a multi-disciplinary digital product team to identify and prioritise research and testing goals, and to deliver actionable research findings to help inform the design of our digital services.
  • Work with the User Research Lead to help implement best practice process and standards.
  • Support other User Research team members with a hands-on approach and willingness to collaborate.
  • Evangelise user research within the Global Digital Experience team and wider Fidelity business, providing guidance and education on appropriate research methodologies where required.
  • Facilitate and manage relationships with external third-party suppliers.

Experience And Qualifications Required

  • Relevant experience in a user research role.
  • Bachelors, Masters or PhD degree in a relevant field is desirable (e.g. usability, human factors, HCI, sociology, psychology, service design, computer science).
  • Experience in financial services is desirable but not required.

Skills And Knowledge

  • Fluent in written and spoken English.
  • Knowledge and experience of different user research methods and tools, when to apply them, and how to apply them correctly.
  • Ability to engage a multi-disciplinary digital project team and wider stakeholders within the research process.
  • Analysis and synthesis of qualitative and quantitative research data. Prioritising findings and clearly communicating them to colleagues from different disciplines.
  • Able to plan and manage research effectively, within a fast-paced delivery environment, ensuring timely and precise delivery of user research insights.
  • Can advocate and evangelise for user research, engaging sceptical colleagues and stakeholders.
  • Able to take a pragmatic approach and balance user research needs with business and technology constraints.

About You

About Fidelity International

Fidelity International offers investment solutions and services and retirement expertise to more than 2.56 million customers globally. As a privately-held, purpose-driven company with a 50-year heritage, we think generationally and invest for the long term. Operating in more than 25 locations and with $783.6 billion in total assets, our clients range from central banks, sovereign wealth funds, large corporates, financial institutions, insurers and wealth managers, to private individuals.

Our Workplace & Personal Financial Health business provides individuals, advisers and employers with access to world-class investment choices, third-party solutions, administration services and pension guidance. Together with our Investment Solutions & Services business, we invest $567 billion on behalf of our clients. By combining our asset management expertise with our solutions for workplace and personal investing, we work together to build better financial futures.

Our clients come from all walks of life and so do we. We are proud of our inclusive culture and encourage applications from the widest mix of talent, whatever your age, gender, ethnicity, sexual orientation, gender identity, social background and more. We are a disability-friendly company and would welcome a conversation with you if you feel you might benefit from any reasonable adjustments to perform to the best of your ability during the recruitment process and beyond.

We are committed to being a truly flexible employer, encouraging and trusting our people to perform their role in the way that works best for them, our business, our colleagues and our clients. We offer the maximum possible flexibility over where and when you work for all, considering your role and any local regulations. We call this new approach "dynamic working".

Find out more about what we do, our history, our new approach of "dynamic working" and how you could be a part of our future at to this Job Role: Please note you are only required to upload your CV/Resume to the application screen.

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