Digital User Researcher

Are you a Digital User Researcher looking for your next opportunity? YBS' User Centred Design Digital team is growing and we are now looking to build a specialist Digital User Research team to focus on desk research and customer testing of communications, marketing and digital services. You will be playing a critical role in shaping the future of the YBS' Digital Channels.

It’s an exciting time to join us in this developing role and take part in our User Centred Design transformation journey. This is a hybrid role - a mix of working from home and in our central Leeds office.

Fixed term contract 12 months

About the role

As Digital User Researcher, you will

• Plan, execute and design recommendations from customer testing using appropriate methodologies for YBS group customer communications and digital experiences

• Utilise your expertise in best practice for digital user research and standards

• Deliver clear and concise insight enabling YBS colleagues to make decisions about the efficacy and understandability of their communications

• Work collaboratively and productively with a wide range of stakeholders to deliver the testing to deliver usability and comprehension testing

• Ensure the customer testing approach for YBS customer communications and digital experiences adheres to Consumer Duty principles, supports the needs of vulnerable customers and is FCA

• Support the Digital User Research lead in managing the demand pipeline and ongoing engagement with business stakeholders requesting testing of communications or journeys

• Continuously improve the YBS Group approach to communications testing

• Build strong relationships with other research and insight teams in YBS

About you

You’ll be a self-starter with fantastic stakeholder management and communication skills. You’ll have -

• Expertise in digital user research and testing on mobile app, web, chatbot and non-digital channels (e.g. letters, marketing assets)

• In depth understanding of the digital user research methodologies for example, talk out loud protocol, UX heuristics, desk research, Wizard of Oz testing, surveys, Cloze and so on

• Ability to deliver actionable insight from digital customer testing activities and desk research

• Experience of designing digital user testing for a wide range of scenarios

• Ability to interpret complex information to deliver great customer and business outcomes

• Experience of delivering and designing best practice customer testing approaches

• Understanding of delivery of effective customer communications testing approach at scale and pace

About us

At YBS we don’t have shareholders, we have members. We care about people and that includes you. So here, you’ll be respected for who you are, you’ll be able to bring your whole self to work, and you’ll have everything you need to build a long and rewarding career.

Flexibility. We offer a range of flexible working options without unsocial hours, which can help you find a healthy work-life balance. Whether it’s finishing early for an appointment or fitting your studies and hobbies in around your working hours, we can help make it work for you. We’re happy to talk flexible working and you can reach out to us anytime during the recruitment process to discuss this.

Development. We want you to feel challenged here. Whatever your ambitions, we’re committed to helping you develop your skills and move ahead in your career journey. From day one, we’ll set you up for success with a brilliant induction and full training plan, all designed to get you up to speed quickly.

Inclusivity. We’re passionate about creating an inclusive environment where everyone is welcome and able to be themselves. If you’ll go the extra mile to help our members, you’ll fit right in and feel you belong here.

About our Benefits

We offer lots of fantastic rewards that you can make the most of in and out of work, including:

• Holiday. You’ll get 25 days plus Bank Holidays, as well as the option to buy up to a further 5 days.

• Bonus. At YBS we work collaboratively and share in our success together, so when we reach our goals were all rewarded with an on target bonus of 7% of eligible pay (with the opportunity to earn up to a maximum 15%).

• Pension. We know how important it is to save towards the future, that’s why we’ll contribute up 11% into your YBS pension.

• Healthcare. Health and wellbeing are an important part of life at YBS, when you join us you’ll have access to a range of health benefits to suit your life including private medical insurance, dental and healthcare plans.

• My Benefits. When you join YBS you’ll have access to our self-service benefits portal, where you can access a range of retail, hospitality and health discounts.

Ready to apply?

If you’re excited about this role and want to be part of the YBS team, apply now to send us your application.

Want more information?

If you have any questions about this role, please contact Mike Peel on careers@ybs.co.uk