Permanent User Researcher

As a User Researcher you will:

• Work with Service/Product Managers to devise appropriate research strategies to generate focused insights to inform service development

• Plan, design and conduct in-house research to test new service ideas (including user requirement gathering, early - stage concept and prototype testing, guerrilla research and usability testing sessions)

• Design, script and analyse quantitative surveys

• Manage qualitative/quantitative research projects such as proposition development, visual identity and customer experience mapping

• Present findings, recommendations and customer insights to senior decision makers

• Manage day-to-day operations with usability and market research partners, with accountability for schedules, value for money and deliverables

• Deliver a consistent user experience across a broad range of digital products and services

• Contribute to the continuous development and enhancement of products and services

• Mentor and/or line manage Junior User Researchers where necessary

• Participate in the wider user research community (outside of Mercator), building relationships with other User Researchers and identifying best practices that we can adopt

Knowledge/experience

You will need:

• Proven experience of a range of usability testing methodologies to reveal actionable customer insights and gather user needs for web - based services

• Proven experience of creating research strategies/approaches

• Proven experience of managing, executing and analysing usability test sessions, and facilitating workshops

• Excellent analytical and problem-solving skills, and the ability to quickly develop recommendations based on quantitative and qualitative evidence

• Proven ability to explain user needs to decision makers and act as a persuasive advocate for those needs

• Extensive knowledge of human factors, ethnography, and the user-centred design process for products and services in an iterative development environment

• Demonstrable knowledge, experience in, and passion for user centred design practices

• Proven experience of audience modelling and developing design personas

• Experience across web content, tools and transactional services, especially those with complex user journeys (involving development of a logical sequence of steps to complete transactions)

• Ability to work with data, from gathering and analysis through to design and presentation

• Ability to mentor other User Researcher(s)

• Excellent interpersonal skills and the ability to quickly develop strong working relationships in high pressure environments

• Experience of working in an agile development environment with Designers, Business Analysts and Developers to create new digital products and services

• Experience of identifying the needs of users with accessibility requirements

• Applicants must have the right to work in the UK and the ability to pass BPSS vetting