Senior UX Designer

3 weeks ago

Reading, United Kingdom O2 Full time

It matters to us that Team O2 is as diverse as the communities we serve.

We’re aware that we need more diversity in our senior leadership roles, so we welcome and encourage people from all backgrounds to apply.

Whoever you are, O2 has a place for you.

Come join us.

**Location(s): Reading**

**Closing Date: TBC**

**About the Team**

As part of the Online, Stores and Supply Chain team, reporting to the Head of Multichannel Creative and User Experience the User Experience team are accountable for delivering user insight, information architecture, wireframes, prototypes, and user testing required for the O2 websites, ecommerce shop, the My O2 app, and wider digital experiences for our consumer and business customers to underpin; Online commercial performance and KPI’s, broad business strategy and plans, marketing campaigns, trading messages, new product and proposition launches and service experiences that our customers have come to expect from O2. The team also manage external agencies and overseeing any externally built sites for governance and consistency to ensure digital and brand standards are executed across the O2 digital channels.

**About the role**

The Senior User Experience Manager is responsible for delivering brilliant end-to-end user experiences that makes O2 famous for being easy to do business with. You will work alongside web designers, developers, product owners and content/editorial teams to determine user experience across multiple platforms and devices. You will be responsible for the delivery of user experiences across O2.co.uk, and the governance of the website.

The role holder will be expected to:

- Conduct user testing (from paper-based prototyping to full lab based studies) sometimes using 3rd party vendors, in order to iterate and optimise experiences.
- Assist defining the information architecture for the website (across all platforms)
- Work with the marketing & new business teams to integrate new and existing products and services into easy to use and joined up user experiences.
- Manage and evolve website Governance - working with your peers, you will be responsible for ensuring all new web experiences meet agreed quality criteria & deliver against the mantra “Easy to do business with”.
- Work with data and insight teams to utilise both qualitative and quantitative data to generate actionable insight. Delivering prototypes and lightweight user testing as appropriate.
- Contribute to delivering a step change in customer satisfaction ratings through simple & innovative customer experience design & support the delivery of sales & service KPIs.
- Work closely with other parts of the business responsible for customer experience, ensuring that online design works end-to-end with offline experiences.
- Translating business requirements into the ‘art of the possible’ through wireframes, process flows and prototypes
- Work closely with the technology & delivery teams to support the delivery process, resolving UX challenges as necessary.

**Key Responsibilities**
- Intimately understand and anticipate consumer needs, digital trends and business objectives to ensure the experience meets customer and business needs
- Continually optimise and improve the digital experience by leveraging customer insight across all touch points, embedding a culture of “testing, learning and improving”
- Balance the commercial needs of Telefonica UK with producing a digital experience that is exciting and inspiring and hits agreed commercial targets.
- Work with the Change team to support the extraction of business requirements into user stories, writing supporting process flows and wireframes in collaboration with Creative Design team.
- Manage website governance process, including responsibility for Brand and Legal compliance and adherence to web standards & accessibility
- Solve interaction design problems using analytical, usability testing and internal/external research.
- Work with key stakeholders and editorial teams to interpret and help them realise their ambitions.
- Use standard tools (such as Axure, Photoshop) to provide expertly crafted IA and UX documentation and design.

**What We Need from You**:
**Essential Skills**:

- Extensive experience of wireframing and prototype creation at all levels of fidelity; including paper prototyping, low-fidelity sketch wireframes and fully functional prototypes.
- Experience of prototyping tools and software - particularly Axure.
- Experience of designing, specifying, and managing qualitative user research activities particularly lab-based user testing.
- Demonstrable experience of User Centred Design methodology, creating and using Personas
- Experienced in interface and interaction design, site navigation and architecture, good typography, and Photoshop skills.
- A basic understanding of the latest web technologies including HTML/ HTML5, PHP, JavaScript, CSS, XML
- Demonstrable understanding of user behaviour online (desktop, mobile &

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