Design Researcher - UX Researcher (Financial Wellbeing) in London

Location: London - 2 days per week onsite

Contract: 6 Months - potentially for extension

Salary: Circa - £84k - £86k Annual

Hours: 35 hours, full time

About this opportunity

We value Design Research. We're a large, experienced team of 40+ researchers. We shape product and service development. Everyone has different strengths and passions... maybe you're an expert in accessibility, skilled in quantitative research, or have a solid background in user experience (UX). We'll encourage you to test and learn new ways of doing research and foster a culture of mentoring, collaborating, and learning from other researchers.

We're looking for someone who can work collaboratively alongside a full design team and take full ownership of their design output. You'll be confident when presenting your work to stakeholders, and able to adapt designs to reflect your feedback and feedback from user research and usability testing.

Our Financial Wellbeing team craft human-centred end-to-end experiences for all customers in financial difficulty. Using behavioural insights and behavioural design, we place empathy and the human experience at the heart of all we do. Across human and digital channels, we support our customers in their moments of need. With our work we aim to transform moments of worry into moments of hope to help them back on their feet.

This non-aspirational experience context often differs from other parts of financial services and the ideal candidate will have desired experience with health, mental health, behavioural design or similar. If you want to make a difference to the lives of vulnerable customers, why not apply? Find out more about what we're looking for.

Required Skills & Experience

• Strong UX Research, User Research or Design Research experience.
• Expertise in qualitative research methods.
• Experience conducting customer interviews and research moderation.
• Usability testing and concept testing experience.
• Discovery research experience.
• Ability to synthesise complex findings into clear insights.
• Strong stakeholder engagement and communication skills.
• Experience working within multidisciplinary teams.
• Experience working closely with design and product teams to identify and prioritise the right research questions.
• Able to create research roadmaps and plans to keep the team on track, helping set both short term objectives and strategic direction.
• Deep qualitative research experience using techniques such as usability testing (moderated and unmoderated), concept testing, and depth interviews.
• Synthesise insights in an impactful and actionable manner to generate a shared understanding of user needs and opportunities.
• Able to communicate and influence wider business stakeholders with clarity and conciseness.
• Ethnographic experience (such as contextual enquiry or diary studies).
• Experience triangulating research and data from different sources to tell compelling customer stories.
• Experience with accessibility research and/or vulnerable customers.

Responsibilities

• Plan and conduct end-to-end user research activities.
• Deliver discovery, evaluative and generative research.
• Conduct customer interviews, observations and moderated research sessions.
• Facilitate usability testing and concept validation.
• Analyse qualitative and quantitative data.
• Generate actionable insights and recommendations.
• Collaborate closely with Service Designers, Product teams and stakeholders.
• Present findings to senior stakeholders and influence decision-making.
• Working in a multi-disciplinary design, product, and engineering team, you'll develop and lead the research strategy for a key area of our business.
• Responsible for managing the research plan and roadmap for your service or product area.
• Deliver research to solve customer problems, unlock new opportunities, and guide what is created.
• Working on varied research across the product development lifecycle, from generative to evaluative research.

Desirable Experience

• Mixed-methods research (qualitative and quantitative).
• Behavioural Research, Behavioural Science or Psychology exposure.
• Experience researching vulnerable customers or sensitive customer journeys.
• Healthcare, health-tech, financial services or customer-focused industry experience.
• Familiarity with behavioural design principles.

Our focus is to ensure we're inclusive every day, building an organisation that reflects modern society and celebrates diversity in all its forms. We want our people to feel that they belong and can be their best, regardless of background, identity or culture. We were one of the first major organisations to set goals on diversity in senior roles, create a menopause health package, and a dedicated Working with Cancer initiative. And it's why we especially welcome applications from underrepresented groups. We're disability confident. So if you'd like reasonable adjustments to be made to our recruitment processes, just let us know.

Want to do amazing work, that's interesting and makes a difference to millions of people? Join our journey.

Pontoon is an employment consultancy. We put expertise, energy, and enthusiasm into improving everyone's chance of being part of the workplace. We respect and appreciate people of all ethnicities, generations, religious beliefs, sexual orientations, gender identities, and more. We do this by showcasing their talents, skills, and unique experience in an inclusive environment that helps them thrive. If you require reasonable adjustments at any stage, please let us know and we will be happy to support you.