Vanquis Bank

User Experience Researcher

Company:
Vanquis Bank
Location:
🇬🇧
London, England
Posted on:
September 29, 2022

Who we are

Vanquis helps people who are excluded by mainstream banks take control of their financial situation. Whether they’re new to credit or need a hand rebuilding their credit file to manage life better, we make sure our services are straightforward and suitable for them to succeed.

We’re here to put people on a path to a better everyday life, not just our 1.7 million customers but our colleagues too. And we’re proud of the difference we make.

You and your team

The User Experience Researcher (UXR) main 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 UXR will do this primarily by increasing both the quantity of, and type of, user testing employed both pre and post design and using the outputs to create resources which help guide actionable improvements in our internal processes.

The UXR will be responsible for designing and conducting user research, and identifying the best method based on research goals and resources. The UXR is responsible 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 through to design and presentation.

The UXR will work closely with the entire digital team including data analysts, designers, developers, and business analysts.

Your day-to-day task will include (but won’t be limited too):

  • Planning, designing and conducting the usability testing process from developing user recruitment through 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 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 wider team as required to devise appropriate research strategies to generate focused insights and to help convert concepts into focussed design briefs.
  • Combine analogue customer testing methods with digital intelligence – make us of 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 practice across the organisation.

What you’ll bring to the team

We are seeking a candidate that is passionate about user experience, that enjoys a challenge. Having prior experience in this field is essential! We want someone who can really think like a customer and challenge our norms (in the right way) so we can continue to grow and develop our positive customer journey.

To be successful in this role, the following skills and experience is required:

  • Experience of conducting user interviews and working directly with customers.
  • Experience of working in a fast-moving product team with a focus on customer needs.
  • Experience in using evidenced user needs to influence senior stakeholders and acting as a persuasive advocate for those needs.
  • Experience analysing both quantitative and qualitative data and working with designers to produce UX artefacts (wireframes, content hierarchies, etc).
  • Previous experience of managing, planning, testing desired
  • Previous experience of developing and conducting usability testing sessions desired

This role is a full-time position working 37.5 hours per week working on a hybrid basis. The team are based from our London office, but for the right candidate, we can consider them being based from any of our office locations London, Bradford or Chatham.

Why Vanquis?

Our colleagues are the most important part of delivering our purpose to put customers on a path to a better everyday life. If it wasn’t for their amazing efforts, ideas and energy we wouldn’t be the successful business that we are today. So, we offer an attractive, competitive salary and benefits package for everyone including:

  • Competitive base salary and rewards
  • Discretionary bonus scheme
  • 25 days holiday entitlement – with one day accrued for each year of service (to max 30 days)
  • Defined contribution pension scheme
  • Private Medical Insurance (Employee Cover Only)
  • Extensive opportunities for personal and career development
  • Flexible and dynamic working policies
  • A range of initiatives offered through our Sports & Social and Social Impact Programmes
  • Perks at Work - A perks platform offering over 30,000 unique discounts
  • Free tea, coffee and fruit
  • Discounted gym membership

We know that by having a better, more inclusive culture and a diverse group of colleagues, we can support our customers and each other in the best way possible. We also believe this goes a long way to helping us live our purpose and defines why we’re here in the first place: to help put people on a path to a better everyday life.

We know that by having a better, more inclusive culture and a diverse group of colleagues, we can support our customers and each other in the best way possible. We also believe this goes a long way to helping us live our purpose and defines why we’re here in the first place: to help put people on a path to a better everyday life.

We’re an equal opportunities employer and we want people to join us no matter how they identify, their sexual orientation, marital or civil partner status, race, colour, nationality, ethnic or national origin, religion or belief, disability or age.

We want to attract and retain the best people. So, we make sure that, if people need it, they’re given all the extra support and reasonable adjustments to take part in any part of our application or interview process. We’ve also got lots of colleagues who choose to work flexibly, so please feel free to talk to us about how you prefer to work at any time.

We think that if you can Be Yourself in the workplace, you’ll do your best work and enjoy being part of the team. And as a business we get to benefit from that and to celebrate all the wonderful things that diversity brings.

Find out more

Check out our social media channels find out more about everyday life at Vanquis – and don’t forget to follow us while you’re there!

LinkedIn: Vanquis Bank

Instagram: @vanquiscareers

Glassdoor: Vanquis Bank

Good luck!

#MakeWorkMeanMore

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