UX Researcher

Description

UX Researcher

LONDON (Hybrid working)

 

WHO WE ARE

VMLY&R are a global brand and customer experience agency creating truly connected brands for their clients. Passionately inventive and relentlessly curious, VMLY&R strives to uncover the connection in all we do. We thrive on creating work that brings people together, united by the power of human connection. We harness creativity, technology, and culture to create connected brands that drive value for our clients and customers around the world. We’re looking for talented people to join our team. We want energetic experts, specialists in their field and challengers in their craft.

 

Our clients include global FMCG, automotive, pharma, sports, travel, alcohol and beauty brands. We have more than 7,000 employees with principal offices in 33 locations across six continents.

 

THE TEAM

Our team works across all aspects of digital delivery covering multiple owned channels and platforms. We engage in the creative process to deliver high quality solutions for the European Ford markets. We work closely with our internal and offshore teams, as well as our clients in Essex to define and design digital products and successfully maintain them across digital platforms.  

 

THE ROLE

 

We are looking for a User Researcher to support all aspects of design for the Platform Team at VMLY&R, servicing Ford of Europe. The role will encompass working primarily with Product Designers and Product Managers and so the ideal candidate should be comfortable working with these roles. As the Platform Team’s only User Researcher, you will be responsible for managing multiple workstreams, process creation and coaching the junior members of the team, if necessary.

 

Roles & Responsibilities

As a User Researcher, you will collaborate with the digital product design team and product managers to plan and execute user research, then report to the team about the customer insights and feedback.

 

You will be experienced running user interviews and user tests in person and remotely, writing interview scripts and test protocols, screening questionnaires and planning different types of interviews and tests. You’ll have a deep understanding of user behaviour and be able to marry recommendations with business needs and digital capabilities, to deliver user experiences that customers love.

 

More than just coming up with recommendations and ideas, you must be able to communicate them effectively to internal teams (including Product Designers & Managers, Data & Analytics, Creatives, Project/Account Managers/BA) and to the client. The type of work ranges from large platform builds to specific site enhancements and bespoke experiential pieces.

 

You will be responsible for the strategic planning, definition, execution and output of user research for Ford of Europe. This includes:

• Qualitative research methods including face-to-face and remote user interviews and tests, both moderated and unmoderated, plus user requirements gathering.
• Quantitative research methods including online surveys, card sorting, preference tests, first click tests and tree tests.
• Creation of screening surveys, interview script writing/test protocols.
• Creation of clear and succinct user testing reports including impactful insights generation.
• Presenting user testing results internally and to the client regularly, and supporting the teams with insights, recordings, and quotes from your research.
• Using tools such as UserZoom, Usability Hub, Miro and Jira with further user research tools being explored and recommended.
• Working with the team to ensure test proposals are fair and unbiased.
• Using research findings to define optimal customer journeys, content and needs in conjunction with Product Designers and Product Managers.
• Assisting in planning out the user research roadmap as required.
• Helping the business to empathize with the needs of the user, and ensure decisions are made with the user at the heart.
• Use data and analytics to develop testing and research plans – partnering with the Optimisation and analytics teams to push solutions further.

 

 

Wider description of role:

• Representing and being the voice of the customer participating in team discussions and workshops and grounding the team’s creative output.
• Working with other discipline leads and management teams to implement or refine user-research focused practices across the agency.
• Building out the function in terms of tools and methods, applying more rigor to how the agency conducts research on different types of projects.
• A hunger for being part of creating tomorrow’s world by proactively bringing examples of best-in-class products and experiences, particularly of those outside of automotive.
• Assisting with broader CX research for Ford outside of the digital space when necessary.

 

 

 

 

 

 

Essential experience required:

• 3+ years industry experience working as a user researcher, preferably within an agency/consultancy environment.
• Demonstrable experience working across full-lifecycle, complex design-and-build projects.
• Experience delivering research and strategy on information architecture and interaction design to create proven improvement to user experience.
• Previous experience collaborating with other disciplines.
• Excellent verbal, written and presentation skills.
• Knowledge and interest in the automotive industry would be an advantage.

 

General:

Attend and contribute to team meetings. Raise internal issues which affect the morale or job performance of the Account Group/Agency.

Willingness to undertake any other duties as may be required from time to time.

 

Required Attributes:

• Ability to make and justify decisions that balance product, business, and user needs.
• Ability to work accurately under pressure and within tight deadlines.
• Proactive and able to self-motivate and self-manage.
• Effective within a team or solo.
• Clear thinking and ability to distill findings into digestible narratives.
• Ability to judge priorities across several pieces of business and varied levels of activity.
• Confident and mature outlook.
• A high degree of energy, commitment, initiative, and enthusiasm is required, along with a thirst for knowledge in the internet marketing arena.
• Excellent written and oral communication skills with the proven ability to translate into clear, digestible insights.