UX Research Lead

Get to be one of the first to use UserZoom, a high-performance research platform
- Be the ambassador on User Researcher to help us drive growth in research maturity
- Hybrid working arrangement, mix of working from home and the office

We’ve only just begun, but what a beginning. In a once in a generation moment, we’ve brought together powerful brands to create one united force. TPG Telecom has a powerhouse of brands which include Vodafone, TPG, iiNet, Internode, Lebara, AAPT and felix. The latest technology and brave thinking let us connect our people and communities. You could play a role in that. A big one. We invite you to bring your boldness and stand out. You are empowered. Opportunities are plenty for those ready to accept the challenge.

**This Opportunity**

As a **Lead UX Researcher** you will contribute to the overall customer experience vision for the digital environment through creating and managing the holistic User Research strategy that supports the end-to-end journeys of our customers, from online shopping to self-service and support. You will have knowledge of local and global best practice for UX/UI research systems and methodologies and a expert ability to communicate the approach and outcomes of studies. In addition, you will also design and deliver user interfaces that will support the suite of TPG Telecom brands which include TPG, iiNet, Vodafone, Felix, Kogan Mobile, Lebara Mobile.

**Responsibilities**
- Work collaboratively with internal and external stakeholders to understand the end-to-end customer journeys and make recommendations that benefit our customers and us as a business
- Design end-to-end customer journeys, UI and interactions across web and app
- Facilitate the design process and workshops by engaging relevant team members and ensuring that all stakeholders are informed and involved in terms of solution, timelines, and issues
- Work in an open, transparent way to ensure all stakeholders are informed in terms of solution, timelines and issues utilising an iterative design process and regularly sharing work
- Act as an advocate for the voice of the customer by generating insights into user needs and behaviours.
- Use a data driven, customer insights approach to create wireframes, interactive prototypes and validate design hypothesis through usability testing
- Working with peers and stakeholders to understand and regularly review established OKR's and KPI's
- Defining research questions and selecting appropriate methods of data collection
- Developing budgets and timelines for research projects (annual OPEX and project-based CAPEX)
- Monitor feedback sources, identifying emerging trends and report back to stakeholders.
- Conducting design research studies and analysing the data collected and transform findings into insights for designers, engineers, and other stakeholders

**Knowledge and Experience**
- Degree in technology or behavioural science or a similar field of study, with some experience in a similar role
- Expert level experience in all user research techniques such as Card sorting, Usability testing, A/B testing, User interviews, Surveys and questionnaires, Diary studies, Contextual observation, First click testing
- Ability to be pragmatic, design around constraints and adapt to changing requirements to navigate ambiguity to produce quality outcomes
- Advanced execution skills with using a range of design and prototyping tools (Sketch, Figma, Invision, Axure)
- Experience in a mixed delivery model environment (Agile, Waterfall, internal and outsourced delivery models)
- Experience with working with cross functional teams including, Product owners, Iteration managers, Copy writers, Engineers, and Delivery managers.
- Familiar with the principles of Design Thinking with the ability to rapidly create low fidelity concepts through wireframing and prototyping
- Expert knowledge of UX/UI research best practices, systems, and methodologies
- Experience with data and utilizing numbers to define and support hypotheses
- Experience with storytelling to get traction with various audience, with autonomy and decision making to help balance demands
- Ability to multitask and manage more than one project simultaneously and be able to anticipate design problems and decisions and recommend alternatives
- Ability to pick up complex projects and hit the ground running without supervision

**Benefits and Perks**
- Flexible hybrid way of working (from home and office)
- ‘Stay Connected Mobile’ - Access to a free mobile plan
- ‘Stay Connected NBN’ - Access to a free NBN 100 plan
- ‘Your Leave’ - an additional 4 days of leave to be used whenever you like - every year
- Access to TPG Learning Hub platform and internal development opportunities
- Access to Corporate Partner Discounts

**Bolder and better together**

**#LI-Hybrid #LI-JG1
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