Digital Channels
Digital User Researcher
Job ID: 010384
Location: Leeds, UK, LS1 8EQ
Job type: Permanent - Full Time
Salary: Up to £45,000 Dependent on Experience + Bonus & Benefits
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Are you a Digital User Researcher looking for your next opportunity? You would be part of YBS' User Centred Design Digital team and 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 and ensuring our communications are easy for customers to understand.
As Digital User Researcher, you will be part of a small but growing digital user research team. It’s an exciting time to join us and take part in our User Centred Design transformation journey.
This is a hybrid role, a mix of working from home plus time in our central Leeds office.
About the role
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 and supports the needs of vulnerable customers.
Support the Digital User Research Co-ordinator 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 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
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 our Benefits
Everyone’s different. That’s why we offer a wide range of benefits and rewards that we think you’ll love – whatever’s important to you, and whatever stage of life you’re at. Such as…
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Our pension scheme (where you can get up to 11% from us)
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On target bonus of 7% (with the opportunity to earn up to a maximum 15%)
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Access to brilliant health benefits
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Life assurance at 6 times your salary
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25 days’ holiday (and the option to buy more)
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Cycle to work or an interest-free loan for an annual ticket
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Wellbeing resources and tools
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Retail and Leisure discounts
Learning & Development
Everyone can build a career path they love here. And that’s because we offer a wide range of programmes, opportunities and more to help you learn, grow, and develop – and reach your full potential.
These include...
- Personal Growth Toolkits - a range of materials that help you discover your strengths, identify your goals, and your next steps.
- Secondment and Stretch opportunities – helping you gain experience in different areas of our business and new ways of working.
- Learning Champion Network – opportunities to work outside of your immediate area and build new skills.
- Apprenticeships and Professional Qualifications – a range of brilliant apprenticeships and programmes available to everyone.
- REACH Diverse Leadership Programme – helping our Black, Asian and Ethnically Diverse leaders progress into senior leadership roles.
Our ways of working and flexibility
We know there’s no single right way of working that fits everyone. That’s why we’re not trying to find one. Instead, we’re doing everything we can to make sure that when we’re working flexibly, together and apart, we’re working at our best. We help our colleagues get the most out of work, and take care of themselves, wherever they’re working.
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.
Find out more about our Ways of WorkingOur Colleague Networks & Groups
Our Vision is to be a leading organisation that embraces diversity, champions equity, and creates an inclusive environment where all individuals regardless of their background or identity feel valued, empowered and supported.
Our Colleague Networks and Groups are designed to amplify the voices of diverse groups and provide a structured route to effect real change. They provide a safe space and use colleague feedback to support the progression of our DEI Strategy. Our eight networks and groups are:
Our commitments to Community and Charity
Ever since we started back in 1864, we’ve had a clear purpose – to do some good in our communities through helping people keep their savings safe. And helping everyone have a place to call home. Today, that purpose is still a huge part of who we are. And every one of our colleagues helps that happen.
We’re committed to volunteering our time, resources, skills and knowledge – more than 50% of colleagues contribute to thousands of volunteer hours every year. And our Charitable Foundation has now donated over £9 million to charities and good causes across the country.
Read more about our commitment to charity and our communitiesSimilar Roles
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