You will focus on identifying customer problems in order to solve business problems. Currently, UX research at TalkTalk takes place at different stages of a product life cycle and involves a wide range of techniques such as: user and stakeholder interviews, diary studies, competitor analysis, card sorting, tree testing, and usability testing (both moderated and unmoderated). We will be looking for you to talk us through your process, with evidence of the impact the research has had on the product and how the team took those insights forward.

You are expected to have knowledge and experience of a range of research methods and to be able to identify which methodology to use and when. You will also be responsible for:

• Understanding business problems and facilitating research that enables the team to understand the customer need and therefore design appropriate solutions.
• Work with Product Owners to fully understand the problem they’re trying to solve and set their expectations on how long the work will take.
• Building relationships across the business to influence stakeholders, proactively collaborating and updating them early and often to keep them in the loop.
• Collaborating with other data sources such as analytics, optimisation, and market research when appropriate.
• Recognising when to ask for further guidance and support.

As part of the wider UX team you will:

• Contribute to growing a customer-centric culture by helping the business understand when it’s necessary to get the research team involved and why.
• Help the team implement the UX Strategy from a research perspective.
• Ensure the voice of the customer is embedded into the UX Design process.
• Engage with the team workshops and share any new and exciting developments that you come across with the team.
• Constructively add to the team dynamic and help us to grow.
• Work with the UX team to ensure we’re designing a joined-up experience.
• Identify new opportunities to help solve business problems.

You will sit within the UX team but will have visibility of the end-to-end customer journey to help ensure that the UX research is involved at the right time to be able to plan activities and inform solution design according to best practice.

As a recognised Top 50 Inclusive Employer in the UK, we know that diversity means success and innovation. We want our workplace to reflect the communities and customer we serve. Being inclusive is part of our DNA; we are all 100% human, and we create a culture where you can truly be yourself.

We’re also not your usual 9-5. We are a dynamic workplace and we want to talk to you about how you like to work.