User Research
1 week ago
Working in the Customer Strategy, Insights & Propositions team, you'll be working with a newly formed team of user research and comms understanding specialists, and be part of creating a best-in-class function to help Nationwide put consumer understanding at the heart of all its comms and content, in support of our response to the FCA's new Consumer Duty.
You will join a team of user research specialists who deliver insights on comprehension and engagement across journeys, communications, content, touchpoints, products and channels to help inform comms & journey development, and enable best practises.
In Customer, Brand and Engagement we are embarking on a programme of investment to support the delivery of our new strategy.
At Nationwide we offer hybrid working wherever possible.More rewarding relationships are supported through our hybrid approach, bringing colleagues together across our UK wide estate, whilst also supporting generous access to home working.
We value our time in the office to solve problems, to learn, and to feel connected.For this job you'll spend at least two days per week, or if part time you'll spend 40% of your working time, at one of our offices.
You can also find out more about our approach to hybrid working here .This role requires you to travel into our London or Swindon office 2 days a week
We're looking for highly skilled user experience researchers to assist us, primarily with our comms and comprehension testing programme.
You'll be well-versed in UXR, user journeys and user-centred research practises, and able take insight from research and testing, and communicate it in a way that engages, influences and helps us make the right decisions for customers.
You'll have a wealth of experience in navigating research within a commercial environment, and most likely a strong background in user research (UXR).
And you'll be a natural collaborator, working closely with stakeholders at all levels to scope, plan research, and deliver & embed insights.
While your core focus will be Comms and Content User Research, you'll be joining a community of researchers with a broad range of experience that also includes Design Research, Market Research, Strategic Insight, Data and Analytics, and Brand & Propositions Research.
You'll plan, design, and carry out user research activities with users that help teams get a deep understanding of our members and how they interact with our communications and content, across different journeys and channels.
This research informs comms, UX, and content development and interaction design so that services work well for users and assist users in reaching their financial objectives, with good outcomes.
You'll believe passionately in putting the best user experience at the heart of everything we do, and ideally will have experience working in an environment where research and testing of content to protect customers' interests and outcomes is second nature.
You'll be an experienced user research lead, most likely from a UX research background; Essential core research skills: You understand and can clearly demonstrate experience in a range of user research methods
Analysis and synthesis:
You can turn user testing and research data into clear findings that inform decisions. You can effectively work with colleagues in analysis and synthesis to reach consensus and challenge assumptions.
Inclusive research:
You understand the diversity of members and users of our services.
You can effectively include all kinds of users in appropriate research activities to help teams deliver accessible services and understand vulnerable customers' needs.
Experience working collaboratively in and across diverse and mixed-method user research teams; being part of an inclusive and open culture, displaying team skills and behaviours that enhance both individual and collective performance.
An ability to manage multiple pieces of work at the same time, together with strong planning skills.engaging with audiences of all levels to link in with wider teams and deliver insight which can deepen organisational understanding of key customer experience issues, including where stakeholders have a broad range of priorities/interests.
Experience working alongside/with a broader research and insights team: You can align comms and user research activities with these objectives to create strategic insights that inform our wider proposition and services.
Understanding/experience of working in a highly-regulated consumer environment, especially financial servicesUnderstanding of the wider financial services market, including key products and responses of firms to Consumer Duty
Demonstrable experience of understanding and researching vulnerable audiences/customers
It's also about being clear, precise, and using language that we and, importantly, our customers and members can understand.
Push for better - This is about aiming high and constantly looking for better in how we work together and serve our customers and members.
A personal pension - if you put in 7% of your salary, we'll top up by a further 16%~ Life assurance worth 8x your salary
~ A great selection of additional benefits through our salary sacrifice scheme
~ Access to an annual performance related bonus
~ Access to training to help you develop and progress your career
~25 days holiday, pro rata
Nationwide is the world's largest building society. With over 15 million customers, we have a relationship with almost a quarter of the UK's population.
As a building society, we're owned by our members - that's our customers who have their current account, mortgage or savings with us.
LI-REMOTE#
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