User Experience Researcher (7 Months Fixed Term Contract)

(7 Months Fixed Term Contract)

About The Role

With the development of the Motability Scheme Online Account our interactions with customers are increasingly through digital channels.

The role will be part of the Customer Insight and Analytics team, working closely with in-house design (including user experience designers, design research, content and visual designers.

You’ll be working with a team designing products that improve the lives of our Motability customers. Over 290, 000 customers use the online account, and your work will help us scale that further and improve our customers' lives in new ways.

Design research is a respected and valuable craft at Motability Operations. We have mature ways of doing research and use tools to help you be a more effective researcher such as Dovetail.

Main Responsibilities

• Play a lead role in continuously improving our research methodology and keeping abreast of new tools and processes
• Work with product owners and other designers to determine what research needs to be done and how we should use the findings from research to improve our services
• Manage multiple levels of research activities - strategic discovery and tactical user testing
• Plan and facilitate research with our users including customers, dealers and staff
• Coordinate with recruiters and others to arrange the research sessions
• Lead on sharing actionable research insights that help product owners make better decisions to the programme
• Help to align user research working practices across the wider business, striving to develop the maturity of UX research at MO
• Maintain the research repository so that insights are easily findable

About You

Minimum criteria:

• You are able to put yourself in someone else’s shoes to understand their needs and problems
• You’re experienced in planning, facilitating and synthesising research and presenting insights to senior stakeholders
• You’ve worked in a delivery environment where you’ve needed to use research to support design decisions
• You’re comfortable with conducting research with vulnerable people
• You are curious, keen to upskill and stay up to date with new methods and tools
• You are able to lead and coach other UX designers to take part in research
• Can work across multiple projects, and look at questions and insights across projects, and make connections between these

Essential

• Experience as a user researcher working in an agile delivery environment
• Experience doing both strategic discovery and tactical user testing research

About The Company

Motability Operations is a unique organisation, virtually one of a kind. We combine a strong sense of purpose with a real commercial edge to ensure we provide the best possible worry-free mobility solutions to over 815,000 customers and their families across the UK. Customers exchange their higher rate mobility allowance to lease a range of affordable vehicles (cars, wheelchair accessible vehicles, scooters, and powered wheelchairs) with insurance, maintenance and breakdown assistance included. We are the largest car fleet operator in the UK (purchasing around 10% of all the new cars sold in the UK) and work with a network of around 5,000 car dealers and all the major manufacturers. We pride ourselves on delivering outstanding customer service, achieving an independently verified customer satisfaction rating of 9.8 out of 10.

Our Values Are At The Heart Of Everything We Do. They Represent Ambition, And We Look For Our People To Live And Breathe Them Every Day

• We find solutions
• We drive change
• We care

We operate hybrid working across the organisation where we split our time between working on-site at our offices, and at home, remotely within the UK. We believe hybrid working achieves a good work/life balance for our colleagues, allowing us to connect with each other, collaborate on important work, and perform together to deliver for our customers. It allows us to have the flexibility to work remotely up to 2-days per week whilst also using the great office spaces we have available.

As a Motability Operations Team Member, You Can Expect

• An annual discretionary bonus
• 15% non-contributory pension (9% non-contributory pension during probation period)
• Life assurance at 4 times your basic salary to give you peace of mind that your loved ones will receive some financial help
• Employee Discount Scheme with a huge number of retailers and an app to save on the go
• Discounted Electric/Hybrid Car Salary Sacrifice Scheme
• Access to the Cycle to Work Scheme (we have showers, changing rooms and secure bike sheds on site)

As well as financial benefits, our staff's health and well-being are very important to us, so we also offer:

• 28 days annual leave with option to purchase and sell days
• Funded Private Medical Insurance cover
• Critical illness insurance
• Free access to healthcare apps, such as Peppy, Unmind, Aviva Digital GP
• Funded health screening for over 50s
• 1 day per year to volunteer – Staff can support a local charity or do a sponsored event whilst being paid for it
• Access to Prayer room and quiet spaces whilst working in the office

We also understand that not everyone is the same so offer several voluntary benefits that you can select outside the core package, these include;

• Dental Insurance
• Health and cancer screenings for you and your partner
• Discounted gym memberships
• Charitable giving

At Motability Operations, we believe in building a diverse workforce, where our people are empowered to attend work as their true selves, and we encourage people from all backgrounds to apply. We want to sustain a culture that nurtures, where employees are free to flourish and where they’re rewarded equally, regardless of race, nationality or ethnic origin, sexual orientation, age, disability, or gender.

We pride ourselves on being an inclusive employer and as such, all our offices provide first rate disability access. With our hybrid working environment, we do our best to accommodate part-time and flexible working requests where possible, building on our culture of trust, empowerment, and flexibility.