User Researcher

Smart Pension

Full TimeUX Research£65K - £70K
Posted 3 years ago


Open Date 26th May 2020

Closing Date 23rd June 2020

The role will be based at our London office, the full address is Smart Pension Limited, 40 Eastbourne Terrace, London. W2 6LG.

Salary £65,000 - £70,000 per annum + Bens


We’re looking for a curious, critical thinker and great communicator to join our user experience (UX) and research team as a User Researcher. You’ll be helping us bring user needs to the forefront of the business, allowing us to create better experiences and drive innovation.

Our mission at Smart is to transform pensions, savings and financial well-being for all generations, around the world. We’re growing rapidly, with a lot of new products, projects and innovative ideas in the pipeline.

Your objectives:

Being part of the UX team means helping everyone at Smart to see the product through the eyes of real people – understanding the customer’s context, motivations, and needs – so that we can provide the best user experience and improve our products.

As a User Researcher, you will:

uncover the needs of our customers by immersing yourself the pensions industry

run our in-house user research lab

advocate for an evidence based culture, helping the wider organisation identify and unpick their assumptions around user behaviour

work in an Agile environment and support the product strategy

establish a user research practice which involves the whole UX team, and the Product team

work with the wider organisation to help set the strategic direction for the user research workflow

support the Head of UX in internal presentations and external clients

coach and mentor other members of the UX team to develop their research skills

What you’ll be doing in the first 3 months:

develop your understanding of the pensions industry

learn where research fits within Smart

build relationships with the UX team, and make connections with the other teams at Smart

support the set up and facilitation of existing research, and identify what issues we should tackle next

What you’ll be doing in the first 6 months:

plan and lead workshops to build a shared understanding of user needs to the wider team

work with other members of the research team to define ways of working and research principles

advocate the importance of user research to Smart, and demonstrate how testing things and understanding user needs can lead to better, evidence-based decisions

At Smart, we're a diverse team, made up of people from different backgrounds, experiences and skills. Our goal is to build great products to help people plan for their financial futures. We’re constantly developing new ideas to help people look after their pension schemes, in the UK and abroad. We’ve grown to a team of over 300 talented people, all dedicated to creating the best experience for our customers. Recently we made it onto Great Places to Work UK's Best Workplaces 2020 at the no.70 spot for medium-sized companies! If you think you can help us build a smarter future, come and work with us.

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Candidate must have experience in:-

significant knowledge of US Market research

significant experience of working with a Tech environment

facilitating workshops with senior business stakeholders, for example, findings analysis and decision-making

balancing user needs against business objectives and constraints

prioritising requests for research, and writing research project timelines

cataloguing and maintenance an “insights library” of research findings

running a research lab

sourcing research participants both from an existing customer base and using external recruitment agencies

promoting evidence-based decision making, and the value of analytics and statistics

significant understanding of the value of analytics, AB testing, quant data analysis & statistics


  • £500 personal training budget to spend on books, courses, conferences or training materials to help you develop.
  • Health Insurance (via Equipsme) including Dental, Eyecare and EAP.
  • Death in Service via Unum (4 x Base Salary).
  • Season ticket loans.
  • 5 week sabbatical after 5 years.
  • 25 days holiday per year plus bank holidays. 1 extra day holiday after 2 years and then every year up to a max of 30 days holiday.
  • Free nails and barbers once a month.
  • Massage twice a month (only £5 for all employees) with the money going to Smart's Charity.
  • Enhanced maternity and paternity (maternity - 6 months fully paid / paternity - 3 weeks fully paid).
  • Access to PerkBox.
  • Access to Smart Rewards.
  • Pension scheme via salary sacrifice. Smart Pension will match your contributions up to 5% of your salary.
  • Cycle to work scheme.
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