Customer Understanding Researcher

Customer Understanding Researcher

Location:  London, Bradford, Chatham, Petersfield

Salary:  

Closing Date: Friday 19 July 2024

Customer Experience Researcher  

Location: London, Bradford, Chatham or Petersfield 

We are happy for you to be based in London, Bradford, Chatham or Petersfield, but please note that occasional travel will be required to our other offices 

Working Pattern: Our working style is hybrid, but we recognise the importance of collaborative working with our colleagues, often 1 to 3 days per week in one of our offices

Benefits: Discretionary annual bonus, 25 days holiday up to 30 days (depending on service), pension scheme with matched company contributions up to 10%, one paid day to ‘give back’, LinkedIn Learning for all 

Don’t hesitate to apply for a role even if you don’t meet all the criteria; your unique strengths and eagerness to learn can be just as valuable. 

You and Your Team:   

As a Customer Experience Researcher (CXR), you will report to the Head of Customer Experience. The Customer Experience Researcher's (CCXR) primary role is to help the business understand our customers at the personal and behavioural level so that we may produce products and services across all relevant channels which behave as our customers need. 

The CXR will do this primarily by increasing both the quantity and type of user testing employed pre- and post-design and used the outputs to create resources which helped guide actionable improvements in our internal processes. 

The CXR will be responsible for designing and conducting user research and identifying the best method based on research goals and resources. The CXR is accountable for all aspects of research (planning, recruiting, moderation, analysis, reporting) for both generative (participatory design) and evaluative (usability testing) research. 

You will use a variety of user testing methodologies to reveal actionable customer insights. You will be comfortable working with data, from the gathering and analysis to design and presentation. 

In your day-to-day role as a Customer Experience Researcher, you will:   

What will make you stand out?   

Desirable: 

The interview process:   

Our average process takes up to 4 weeks, but we will always work around your availability. You will have the chance to speak to our recruitment team throughout the process.

As this role involves working within a regulated environment, any offer will be subject to satisfactory background checks, including criminal record checks, credit checks, fraud checks and employment references. 

Your working life: If you prefer to work part-time, we'll make this happen whenever we can - whether to help you meet other commitments or strike an outstanding work-life balance. Fear of losing your current working flexibility shouldn't hinder you from applying for new opportunities, so we aim to match your flexible working arrangements where possible. 

Why work for us?  

We’re Vanquis Banking Group plc, an FTSE All Share company and a leading specialist bank, established in 1880. We lend responsibly, providing tailored products and services to 1.75 million UK customers through Vanquis, Moneybarn, and Snoop. Our purpose is simple: to deliver caring banking so our customers can make the most of life’s opportunities. 

At Vanquis Banking Group, we believe in looking after our colleagues, so we do our best to create a rewarding, engaging, and supportive work environment for our various divisions.

We let our colleagues know we appreciate their hard work by offering competitive salaries, benefits, and a Group-wide recognition scheme. All colleagues are eligible to join a pension scheme, and after six months of service, you can join our ‘Save as you Earn’ and 'Buy as you Earn' schemes. 

We offer a range of training and development opportunities to help each of our colleagues maximise their potential, whatever their role. From your first day working with us, we’ll help you settle into your new role, and we are happy to talk to you about your career aspirations. 

Equal Opportunity Statement   

At Vanquis Banking Group, we embrace everyone’s unique strengths and identities to be themselves at work. Regardless of how you identify yourself, your sexual orientation, marital or civil partner status, race, colour, nationality, ethnic or national background, faith, disability, or age – your experiences and background help enrich our teams and, most importantly, help support our customers in the best way possible. Our people help us fulfil the reason we’re here in the first place: to deliver caring banking so our customers can make the most of life’s opportunities.