• Job Description

  Req#: R11003

  At M&G our purpose is to help people manage and grow their savings and investments, responsibly. As a business, we are continuing to take steps towards a sustainable future, delivering better long-term solutions for our customers and clients and identifying new opportunities to make a positive impact for our environment and communities . To help us achieve our vision we’re looking for exceptional people who live our values of care and integrity and who can inspire others; embrace change; deliver results and keep it simple.

  We will consider flexible working arrangements for any of our roles and also offer work place accommodations to ensure you have what you need to effectively deliver in your role.

  User Experience Researcher

  Location: Edinburgh

  The Role:

  As part of the Wealth Digital Strategy & Business Architecture Team, our User Experience Researcher has responsibility for co-ordinating and running our research to test hypothesis and inform design decisions that make us easy to do business with and improve our ability to innovate. The role is critical in defining and delivering the target customer experience so that we can meet our strategic objectives.

  We are looking for a candidate that thrives in taking in a variety of hypothesis through a robust test methodology to give us confidence we are solving the right problems, in the right ways, for our customers and other stakeholders. We are looking for a candidate who has experience in multiple test methodologies and co-ordinating research across multiple value-streams and programmes, leveraging common themes and prior work. We want a candidate that can engage all stakeholders in the results of the research and create the best hypothesis for testing from all areas.

  The roleholder will be an experienced user experience researcher with a track record of supporting hypothesis driven development, usability and accessibility testing.

  Key Responsibilities

  • Conduct user research and testing, and communicate the results Work with the customer insight team on thematic research, understanding how it relates to immediate priorities and ensure mutual shaping of work
  • Maintain a clear vision of our personas and customer segments
  • Maintain our understanding of customer needs/jobs to be done Support prioritisation, with data and insights, of customer testing and research to be carried out Collaborating with business SMEs, product owners and developers to understand the context of the research and testing
  • Maintain a catalogue of testing and it’s results to easily communicate and reduce duplication Champion user research across all initiatives by demonstrating the value of what has been discovered and engaging with all stakeholders
  • Support design sprints and workshops by ensuring empathy with the customer and creating design artefacts to aid the process (i.e. personas, journeys, sketches and mockups)
  • Resolve design conflicts and issues that arise during development, working with the delivery teams Meet agreed deadlines and negotiate workload as required

  Core Competencies for the Role

  The role holder must have the following skills, experience, and qualifications:

  • User-centred design – demonstrable experience in design thinking methodologies and how they apply to UX design. This should include persona development, needs analysis (e.g. jobs to be done framework) and hypothesis driven development.
  • User research – experience in conducting user research to understand customer needs and behaviours. This should include techniques such as user interviews, group co-creation, and persona development.
  • Usability testing – experience in conducting usability testing to evaluate the usability and accessibility of products, ideally within financial services. This should include moderated remote and face to face testing, along with unmoderated testing. Critical to this is being able to communicate findings to stakeholders and drive design decisions based on research insights.
  • Accessibility – knowledge of accessibility standards and how to test that products that are accessible to all users. Techniques including colour contrast, working with assistive technologies and keyboard navigation.
  • Collaboration – exceptional stakeholder engagement and management skills, with extensive experience in collaborating with cross-functional delivery teams and functional business areas.
  • Managing a test roadmap – maintain an ongoing backlog of work to be tested with input from multiple value-streams, projects and stakeholders.

  The following skills and experience are highly desirable:

  • Business strategy – evidence the ability to understand the business strategy at a high level and the goals of the local organisation, and how to align UX work with these goals. This should include being able to communicate the business value of UX design proposals to stakeholders.
  • Financial Services Compliance – UX professionals in the industry should have a good understanding of compliance and regulatory requirements including GDPR, COBS and relevant digital standards.

  Work Level: Experienced Colleague

  Closing date: 23rd June 2023

  Recruiter: Phoebe Ewers

  We have a diverse workforce and an inclusive culture at M&G plc, underpinned by our policies and our employee-led networks who provide networking opportunities, advice and support for the diverse communities our colleagues represent. Regardless of gender, ethnicity, age, sexual orientation, nationality or disability we are looking to attract, promote and retain exceptional people. We also welcome those who take part in military service and those returning from career breaks.

• About the company

  M&G plc is a global investment manager headquartered in London, England.

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