Nationwide Employment – Senior Design Researcher

Job Description:

As our name suggests, here in Service & Experience Design, we’re responsible for defining, designing and delivering frictionless, useful experiences that help our members manage their money and look after what matters to them in life. We research, we iterate, we craft, we strive – and we do it all to make sure our members have experiences that are memorable, for all the right reasons, on every channel.

Job Responsibilities:

• As Senior Researcher, you could find yourself working on an exciting new proposition or service, or managing and delivering research for one of our Agile Hubs. Working with stakeholders from across the business, you’ll scope and shape research plans that support both the needs of our users and the business, ensuring the quality and efficiency of research. You’ll be working collaboratively with key stakeholders to ensure buy-in and understanding of service and design research. We’d also look to you to provide research mentoring and coaching to less experienced researchers, as well as colleagues across the business.
• The scope of projects you may be involved in spans end to end journeys and services, so there will be no shortage of opportunities for you to develop your research skills across a broad range of experiences.
• One day you may be running discovery research to uncover user needs or conducting ethnography research in one of our branches or contact centres; another day you could be facilitating an ideation session building on insight collected, or scoping out a new proposition evaluation study. This will be a varied role and we’ll encourage you to try new techniques and help us to develop new ways of working too.
• We work in a multi-disciplinary environment, so you’ll be collaborating closely with Product Owners, Proposition Managers, Service and Experience Designers (UX, UI and Content), Developers, Analysts and other researchers.
• You’ll be using a range of research methodologies to help us understand and design for the needs of our members. From discovery research through to service optimisation, we want you to be involved in all parts of the research process.

Job Requirements:

• Practical experience of leading service and design research at a senior level, ideally across projects that have multiple workstreams
• Experience of working in a research role as part of a multidisciplinary team
• In-depth experience of research planning and scoping
• Great relationship building skills – you understand the importance of building great relationships and connections with stakeholders from across the business to get buy-in for research
• Experience of facilitation and actioning insight, for example through ideation, co-creation and concept testing
• Examples of where you have demonstrated the value of research to users and the business
• A broad knowledge of User-Centred Design as well as Service Design processes and principles
• Delivering research with a focus on business outcomes as well as user needs
• Great verbal and written communication skills
• Experience in coaching and mentoring others in research approaches and strategy
• Hands-on experience across a broad range of research methodologies, both generative and evaluative
• Experience with quantative service experience and design research

Job Details:

Company:  Nationwide Building Society

Vacancy Type:  Full Time

Job Location: Swindon, England, UK

Application Deadline: N/A

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