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Photobox Lead UX Researcher

Farringdon, London - 2 days per week on-site 2 weeks ago
Full-time

Description

Role: Lead UX Researcher

Brand: Photobox Group

Location: Farringdon, London (2 days per week on-site)


Who We Are

Our mission is to create closer connections by making moments real. With over 12 million active users across 13 countries, we are Europe's leading digital consumer service for personalised products and gifts. We bring magic to our customers' photos, words and feelings by turning them into precious objects that make them smile, laugh and, sometimes, cry.

We're in the business of 'one-of-a-kind' and so delighting each and every customer is central to everything we do.

We face all the traditional challenges and opportunities of a classic e-commerce provider, and add the complexity of the fact that all of our products are bespoke and printed on demand. This brings with it the need for a highly flexible, yet easy to use, creation capability to enable our users to personalize their purchases to their heart's content.


UX Researchers at Photobox

UX researchers at Photobox work across the entire business, both online and offline teams and touchpoints. UX researchers both run research studies as well as supporting product designers and other stakeholders to deliver smaller research initiatives, such as usability testing.

UX researchers work on both attitudinal and behavioural studies. Previously the team has led on surveys, diary studies, usability testing, heuristic evaluations, and semi-structured interviews. We also have plans to start on physical product evaluations (e.g. perceived quality of printed books), card sorting, and co-design studies.

UX researchers produce regular newsletters and bi-weekly updates on what they're learning to keep the business up to date. They edit and share videos of studies to help stakeholders to keep close to customer needs and mindsets.

UX researchers are part of the design and research team, led by the Director of Product Design. The team meets on a regular basis for feedback, collaboration and to define and refine our design and research standards.

Requirements

What you'll be doing

As a Lead, you'll be expected to hire, line manage, and mentor UX research team members. You'll manage the workload of the team, coordinating with the Director of Product Design and stakeholders to define priorities. Currently, the team has one member, with opportunities to increase the team size over the coming months.

You'll set our standards and approaches for research and ensure we are GDPR compliant. You'll own and maintain multiple contracts for the tools we use to deliver research, and manage a budget for research activities.

As someone who works across the entire business and sits outside of a specific product team, your focus will be on helping the business to understand the true end-to-end experience; from initial customer awareness to product delivery. You'll own our end-to-end experience map, making sure it's kept up to date and relevant.

You'll use storytelling and visualisation to make complex journeys and problems easy to digest, helping the business to make informed and customer-centric decisions. You'll work with teams to make insights clear, easy to absorb, and highly actionable.


Required skills and experience

  • Stakeholder management and engagement in complex environments
  • Line managing other researchers
  • Setting and rolling out research standards
  • Workshop facilitation
  • Researching end-to-end experiences
  • Experience in a wide range of research methodologies
  • Creating actionable insights, with evidence of how they're impacted products and services
  • Using storytelling and visualisation to communicate journeys and insights

Desirable skills and experience

If you don't have this experience, we'd still like to hear from you.

  • managing a budget
  • hiring researchers

Benefits

On top of a competitive salary we also have great benefits too. Including but not limited to:

  • Annual Performance Bonus (Discretionary)
  • 25 days of holiday a year (excluding public holidays) increasing by 1 day each year up to 30 days after 5 years of continuous service
  • 2 weeks out of the year to work working remotely abroad
  • Current full-time remote working, trial return-to-office 2 days a week from September 2021
  • Healthcare, dental and life assurance
  • Money Purchase Pension scheme with employer/employee contributions
  • Season ticket loans
  • Cycle to work scheme
  • SmartTech scheme (annual purchase through payroll)
  • Credits to spend each year on Photobox
  • Choice of MacBook/PC
  • Mental health and wellbeing support available 24/7
  • Referral bonus when you bring your friends to join the team
  • Flexible working
  • Support for parents through maternity and paternity policies and flexible working
  • Working in our spacious offices in the heart of Farringdon (when we return)
  • Funded wellbeing - including discounted gyms, yoga, and boot camps in the office
  • Coffee machine and fresh fruit in the office
  • Games in the office, including table tennis, arcade games, and table football
  • Regular social events
About Photobox

Our mission is to create closer connections by making moments real. With over 12 million active users across 13 countries, we are Europe's leading digital consumer service for personalised products and gifts. We bring magic to our customers' photos, words and feelings by turning them into precious objects that make them smile, laugh and, sometimes, cry.

We're in the business of 'one-of-a-kind' and so delighting each and every customer is central to everything we do.

We face all the traditional challenges and opportunities of a classic e-commerce provider, and add the complexity of the fact that all of our products are bespoke and printed on demand. This brings with it the need for a highly flexible, yet easy to use, creation capability to enable our users to personalize their purchases to their heart's content.