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UX Researcher (mid-weight)

Location: London
Company: William Hill
Hours: Full time
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The Insight team is central to our aspiration to maintain a leading position in the UK gambling market across online and in retail, reporting to the Head of CX and Insight. We are restless in our pursuit of growth and in an increasingly competitive environment, delivering an outstanding customer experience is key. A focus on this area has led to increased demand on customer opinion in both product development and strategic planning.

About us

Our people are at the heart of everything we do, and we offer a fast-paced environment where we have fun, celebrate success and give you all the tools you’ll need to be your best self. It’s not just our colleagues we look after – we’ve got a responsibility to our customers too and we work hard on our ambition that nobody is harmed by gambling.

Your role in the team

Reporting into the Research Lead with a dotted line to the Head of CX & Insight, your role will involve conducting end to end, interaction focussed User Research using various methods in your tool box. From usability labs, focus groups, field research, surveys, analytics and interviews you'll collect data on user preferences across both sportsbook and gaming.

You’ll also work closely with the Product teams across Online and Retail to provide support and feedback on tasks involving UX journeys analysis and investigating brand performances.

You outputs will play a critical role within every UX project you’ll be involved in. The role will work collaboratively with the Product, Analytics, UX team and Research team to gather customer insights to inform design solutions.

You don't need to have previous experience from our industry, but you must feel comfortable with the concept of gambling, and happy to represent a leading gambling brand. You'll need to be interested in exploring and experiencing gambling across online and retail, visiting shops, talking to customers and conducting expert reviews

Day to day, you'll have the opportunity to:

  • Consult with product teams and editorial teams in order to understand their requirements in deciding the best approach to use for testing
  • Produce analysis reports that result in actionable insights for the stakeholders, as well as an objective assessment of the player experiences
  • Work alongside the UX designers to provide support and feedback on tasks involving UX journeys analysis for a consistent experience
  • Work closely with the rest of the research team to share key consumer insights to inform the UX and product team where relevant, run competitive analysis and other satisfaction trackers

Skills needed

  • You're an experienced researcher, confident in your abilities to plan and conduct customer research including methods such as design ethnography, contextual research, lab-based research, usability testing and focus groups. Your curiosity, empathy and passion for digital interaction make you a great UX researcher!
  • You enjoy collaborating with colleagues to create, maintain and use personas in storytelling techniques such as empathy maps and as-is/to-be journey maps.
  • You have experience in analytics software (preferably Adobe/Google analytics), and analytical skills which enable you to evaluate and work with data from different sources. You're confident with User Testing tools such as What Users do / Usertesting.com plus the MS Office package (including intermediate Excel).
  • You're a team player, and enjoy building lasting relationships with stakeholders. You can bring good observational skills and a "genuine desire to go one better" for our customers. Experience or qualifications in Psychology would be beneficial, as would knowledge of the betting and gambling industry (although these are not essential).

What we offer

We take the safety and wellbeing of our employees seriously, especially at this challenging time. We have put in place robust Covid19 measures and are supporting our new employees with a smooth onboarding and training programme and making you feel welcome and part of our team. Long term, we're offering a balanced and flexible approach to blended home and office working.

We’ll welcome you on-board with 25 days holiday (not to mention 8 bank holidays and an extra day for your birthday), a rewarding bonus scheme, healthcare (or a cash alternative), an attractive pension package and a flexible benefits scheme. Plus, our handsomely discounted Zone 1-6 Oyster card will save you money getting to work and getting around town. And if you see the journey to work as part of your fitness regime, you’ll just love our Cycle to Work scheme.


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