TalkTalk

UX Researcher

Company:
TalkTalk
Location:
🇬🇧
Salford, England
Posted on:
May 13, 2022

You will be instrumental in implementing the UX Research strategy across the multiple product teams at TalkTalk informed by the overarching UX strategy, working with multiple stakeholders across the business to identify customer problems in order to mitigate business problems.

Your knowledge of research methodologies and of the Double Diamond process will enable you to support the UX team with your strong understanding of the customer from discovery through to delivery.

Our mission is to create innovative and user-centered experiences that create a positive impact in order to support the UCD cultural change within TalkTalk. We’re passionate about creating services that enable anyone in the UK to access affordable and reliable internet – and for the user experience of this to be exceptional.

As a team, we’re empathetic problem-solvers for both the customer and the business, and we understand how business problems are linked to customer problems and vice versa.

Job Description

  • You will focus on identifying customer problems in order to solve business problems. Currently, UX research at TalkTalk takes place at different stages of a product life cycle and involves a wide range of techniques such as: user and stakeholder interviews, diary studies, competitor analysis, card sorting, tree testing, and usability testing (both moderated and unmoderated). We will be looking for you to talk us through your process, with evidence of the impact the research has had on the product and how the team took those insights forward.
  • You are expected to have knowledge and experience of a range of research methods and to be able to identify which methodology to use and when. You will also be responsible for:
  • Understanding business problems and facilitating research that enables the team to understand the customer need and therefore design appropriate solutions.
  • Work with Product Owners to fully understand the problem they’re trying to solve and set their expectations on how long the work will take.
  • Building relationships across the business to influence stakeholders, proactively collaborating and updating them early and often to keep them in the loop.
  • Collaborating with other data sources such as analytics, optimisation, and market research when appropriate.
  • Recognising when to ask for further guidance and support.
  • As part of the wider UX team you will:
  • Contribute to growing a customer-centric culture by helping the business understand when it's necessary to get the research team involved and why.
  • Help the team implement the UX Strategy from a research perspective.
  • Ensure the voice of the customer is embedded into the UX Design process.
  • Engage with the team workshops and share any new and exciting developments that you come across with the team.
  • Constructively add to the team dynamic and help us to grow.
  • Work with the UX team to ensure we’re designing a joined-up experience.
  • Identify new opportunities to help solve business problems.
  • You will sit within the UX team but will have visibility of the end-to-end customer journey to help ensure that the UX research is involved at the right time to be able to plan activities and inform solution design according to best practice.

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