Join us, be part of more.
We’re so much more than an energy company. We’re a family of brands revolutionising how we power the planet. We're energisers. One team of 21,000 colleagues that's energising a greener, fairer future by creating an energy system that doesn’t rely on fossil fuels, whilst living our powerful commitment to igniting positive change in our communities. Here, you can find more purpose, more passion, and more potential. That’s why working here is #MoreThanACareer. We do energy differently - we do it all. We make it, store it, move it, sell it, and mend it.
About your team:
The Chief Customer Office (CCO) exists to drive commercial growth across all of Centrica Retail through focus on world class customer experience and highly attractive and compelling product and service propositions.
About your role:
We’re looking for a curious and analytical UX Researcher to help shape meaningful, user-centred experiences across our digital products and services. In this role, you’ll uncover customer needs, behaviours, and pain points through a variety of research methods, from interviews and usability testing to surveys and data analysis.
Your insights will directly inform design, product, and CX decisions, helping us deliver intuitive and inclusive experiences across British Gas and Hive. You’ll collaborate closely with designers, product owners, and journey teams, champion accessibility, and foster a culture of evidence-based design. If you're passionate about turning research into real impact, we’d love to hear from you.
What will you be doing?
- Plan and conduct user research studies across digital journeys and service experiences, using quantitative and qualitative methods
- Translate findings into clear, actionable insights that inform design, product, and CX decisions
- Collaborate with UX designers, service designers, product owners, and journey teams to embed user-centred thinking in end-to-end development
- Work on iterative research cycles to test early concepts, prototypes, and live experiences.
- Present research findings to stakeholders with clarity, empathy, and influence
- Help to define research priorities and contribute to a joined-up view of the customer experience
- Maintain best practice research documentation, templates, and knowledge repositories
- Support a culture of evidence-based design by sharing user stories and fostering empathy across teams
- Champion accessibility and inclusion in all research and insight activities
- Cultivate an environment of diversity, transparency, and trust, where your squad feel empowered to share ideas, be challenged and fulfil their potential
Here's what we’re looking for:
- Experience conducting UX research in digital, service, or omni-channel environments
- Proficient in qualitative research methods such as usability testing, interviews, contextual inquiry and diary studies
- Experienced in remote and in person research facilitation, experience in a lab preferable
- Skilled in quantitative research methods such as A/B testing and surveys
- Evidence of using confidence intervals and UX metrics within findings
- Proven experience of the ability to translate research findings into user journeys, personas, and actionable recommendations
- Strong communication and storytelling skills to engage non-research stakeholders
- Familiarity with research platforms, collaboration tools and design tools (e.g. UserZoom / UserTesting, Miro, Figma, etc)
- A passion for inclusive design, user-centred thinking, and continuous improvement
Please include a link or copy of your portfolio when you submit your application.
Why should you apply?
We’re not a perfect place – but we’re a people place. Our priority is supporting all of the different realities our people face. Life is about so much more than work. We get it. That’s why we’ve designed our total rewards to give you the flexibility to choose what you need, when you need it, making sure that you and your family are supported not only financially, but physically and emotionally too. Visit the link below to discover why we’re a great place to work and what being part of more means for you.
https://www.morethanacareer.energy/centrica
If you're full of energy, fired up about sustainability, and ready to craft not only a better tomorrow, but a better you, then come and find your purpose in a team where your voice matters, your growth is non-negotiable, and your ambitions are our priority.
Help us, help you. We would love for you to share any information about yourself throughout our recruitment process so that we can better understand you and help shape your journey.
