Customer Experience Research Lead

**Be at the heart of our brave new digital world**

This means you’ll be at the heart of finding better ways to help people live longer, healthier, happier lives and making a better world. Working in such a complex and specialised area brings a huge variety of opportunities for professional and personal growth.

Just imagine the impact you could make

**What’s your role?**

To succeed in this role, you will require a sound knowledge of design research methodologies, including primary and secondary [quantitative] research as well as the knowledge and skills required to develop (and help scale) our Research Operations function.

**What will your day look like?**
- Design appropriate research activities while maintaining collaboration and alignment with different business areas and stakeholders.
- Drive and manage research planning and the activities associated with each research project.
- Contribute to research best practices and supports designers and other stakeholders to ensure successful and ethical deliveries.
- Drive and manage discovery and validation of customer experience
- Be an advocate for the customers and strive to exceed customer expectations whilst maintaining research craft standards and governance.
- Support experience deliveries to encapsulate a good balance of the three experience lenses of Desirability, Viability and Feasibility.
- Work closely with relevant stakeholders to ensure inclusions of other data [e.g., analytics] in opportunities identifications
- Actively contribute findings and customer's insights through regular research playback with effective communications and ethical representation of customer's story.
- Challenge established thinking processes and methods, creatively experiment on new ways to identify and solve real problems.
- Constant improvement - creating feedback loops and processes of continual maintenance to ensure effective research practice
- Establish then manage research databases, software and other resources required for conducting research - as well as establishing clear standards and gaining alignment from diverse teams for research governance and best practice.
- Ensure compliance with regulatory and ethical standards for research, such as obtaining necessary approvals and maintaining data security.

**What will you bring?**

If some of the skills and experiences outlined below resonate with you, we’d love to hear from you
- 4+ years experience in UX or Design Research with a clear representation of work case studies
- A tertiary qualification in social science, psychology/behavioural science, UX design, anthropology, or related field. Successfully complete at least one Research Methods unit.
- Sound knowledge on design thinking methodologies, including Ethnography research method, workshop facilitation and various ideations methodologies.
- Experienced in user testing remote or online, range of advanced UX research methods, including prototype testing, concept testing, contextual inquiry, surveys, competitor analysis, IA, and sitemaps.
- Extensive experience using a variety of different online research platforms on a variety of devices [desktop, mobile and tablet]
- Excellent written and verbal communication skills and ability to clearly articulate complex information and ideas briefly and concisely for a broad audience of stakeholders
- Excellent stakeholder management with proven ability to deal with and influence stakeholders at all levels within an organisation
- Ability to plan, scope, recruit, conduct, analyse, report, and communicate research confidently and independently.
- Experience with managing multiple research repositories, accessing research insights, and consent management.

**What’s in it for you?**

As well as a competitive salary, a range of Bupa benefits and flexible working/ work from home, you’ll be challenged and encouraged to innovate. You will collaborate strongly with colleagues who are committed to delivering exceptional experiences. We trust, respect and consider everyone, knowing your difference will make the difference.

Other benefits include discounts on our health insurance, travel, car, home, contents and pet insurance products as well as Bupa services such as Dental and Optical. You can also access a ‘People First’ wellness program which provides a range of services such as health coaches, annual skin checks and flu vaccinations, assistance with nutrition, mental and general well-being guides and product discounts.

You’ll feel happier & healthier working at Bupa