Motability Operations - UX Researcher (12 Months Fixed Term Contract)

UX Designer is needed in London, United Kingdom.

Client: Motability Operations

Location: London, United Kingdom

Contract: Part Time, Other

Job Description

With the development of the Motability Scheme Online Account, our interactions with customers are increasingly through digital channels. You’ll be working with a team designing products that improve the lives of our Motability customers. Over 290,000 customers use the online account, and your work will help us scale that further and improve our customers’ lives in new ways. Design research is a respected and valuable craft at Motability Operations, with mature practices and tools such as Dovetail to enhance your effectiveness as a researcher.

Main Responsibilities

• Play a lead role in continuously improving our research methodology and keeping abreast of new tools and processes.
• Work with product owners and other designers to determine research needs and how findings should inform service improvements.
• Manage multiple levels of research activities, including strategic discovery and tactical user testing.
• Plan and facilitate research with users, including customers, dealers, and staff.
• Coordinate with recruiters to arrange research sessions.
• Share actionable research insights that assist product owners in decision-making.
• Align user research practices across the organization, developing the maturity of UX research.
• Maintain the research repository for easy access to insights.

Requirements

• Ability to empathize with users and understand their needs and problems.
• Experience in planning, facilitating, synthesizing research, and presenting insights to senior stakeholders.
• Background in a delivery environment where research supports design decisions.
• Comfort and experience conducting research with vulnerable individuals.
• Curiosity and willingness to upskill in new methods and tools.
• Capable of leading and coaching other UX designers in research.
• Able to work across multiple projects and identify insights and connections.

Minimum Criteria

• Experience as a user researcher in an agile delivery environment.
• Experience in both strategic discovery and tactical user testing research.

About The Company

Motability Operations is a unique organization that combines a strong sense of purpose with a commercial edge to provide the best possible mobility solutions to over 700,000 customers in the UK. We are the largest car fleet operator in the UK and pride ourselves on delivering outstanding customer service. Our values include finding solutions, driving change, and caring for our customers.