Senior User Research Manager Product Design London

Overview

YouView is a TV software provider that utilises set top boxes, streaming pucks and Smart TVs to create the YouView User Experience. YouView’s TV experience is powered by our reliable, resilient, and secure cloud backend, and our unique firmware allows us to control media playback, security and lower-level components. Our platform delivers variety and convenience by combining On Demand with live TV through an integrated editorial lens, which means our users get the best rich and relevant TV content across both free and pay services.

YouView has proudly collaborated with Everyone TV to introduce Freely, a ground-breaking streaming service that is set to revolutionise free TV in the UK. Launched in April 2024, Freely offers users a seamless experience by providing a single access point to stream live and on-demand content from all major UK broadcasters, eliminating the hassle of app-switching.

We are thrilled to serve as the technology partner to ETV in bringing to market a TV experience that will enable millions of UK households to discover and enjoy the best of free TV on the next generation of leading Smart TVs. Our collaboration with ETV aligns with their mission of ensuring the universality of public-service television is sustained into the future. Moreover, it contributes to ensuring that the broadcasting landscape remains as competitive, creative, and inclusive as it is today.

The Role

We are looking for an experienced User Researcher to own user research in the company to help drive the future of our products. Reporting to the Head of Product Design, you will provide the essential research and analysis to product and development teams to make better informed decisions in building user centric products and services. You will generate insight for the business by planning and running user research sessions, evaluating the output and providing recommendations to the team and wider business. You will also provide thought leadership, management and mentorship for the junior researcher who reports into the Senior User Research Manager.

As part of this role you’ll get to speak to our users first hand, evolve the design of the product, work with exciting new technologies and help develop the future of TV in the UK. YouView is a social, supportive and diverse company, made up of the brightest minds available, in a truly dynamic business with clear growth and development potential. It’s a fantastic opportunity to impact how the UK watches television and build your research expertise in Media, Video-on-Demand and TV.

Key Responsibilities:

1. Working alongside Product owners and Product Designers to understand how our users are engaging with the service and be instrumental in identifying opportunities to improve the product.
2. Planning and executing user research including: diary studies, one to one interviews, surveys, remote user research and rapid iterative tests. Then analysing and synthesising the results to provide insights to the team.
3. Monitor and summarize relevant 3rd party market research on TV. Managing the agency-provided CSAT tracker as well as interfacing with our ISP partners to collate and provide research from their user research functions.
4. Bed in and own our in-house user research community for the Product & Development teams.
5. Work closely with the Data Insights team to enrich our insights by triangulating analytics with qualitative and quantitative research studies.
6. You will be working with and presenting across YouView – including the exec management team, and across our shareholders.
7. Drive forward customer profiling & segmentation.
8. Assist the business in providing insight to support key business cases and decisions.
9. Collaborate with 3rd party vendors where necessary to help scale our efforts.

Essential Skills & Experience

1. Passionate about understanding users, their behaviour and advocating for their needs.
2. Experience with a wide variety of user research methods and contexts using both low and high-fidelity prototypes in addition to testing with the final product. User research methods including: one to one interviews, diary studies, surveys, remote user research, rapid iterative testing.
3. Experience of user research within a Media context such as TV, Broadcast and Video on Demand.
4. Experience collaborating closely with Product Designers and Product owners to improve the core product.
5. Expert in identifying the right research approach to help provide the required insight.
6. Experience developing and working with user segmentation to help understand behaviours, for example personas plus experience setting up and running user communities.
7. Familiar with analytics and data tools.
8. Experience mentoring other researchers and designers to help enhance the skills of the wider team.
9. Excellent communication abilities both written and oral, with attention to detail and the ability to produce high quality written narrative.

Benefits:

• Competitive Salary on offer.
• Annual Bonus.
• Flexible working.
• Hybrid working model - we require all employees to come into the office 4 days per month.
• Relaxed office environment in the City of London, near Aldgate East station.
• Pension Plan.
• Private Healthcare.
• Holiday purchase programme.
• Staff Discount Scheme.
• Home Office Allowance up to £400 to ensure you have the right tools/equipment for set up at home.
• Access to Learnably with an individual training budget to support your personal development & growth.
• Cycle 2 Work Scheme - Claim £2500 towards purchasing a bike/equipment.
• Employee Assistance Programme & Mental Health First Aiders.
• Generous family-friendly policies.

We are committed to making our selection process accessible to everyone. If you need adjustments please contact teamrecruitment@youview.com.

Offer to Interview Scheme:

Applicants who apply through the Disability Confident Interview Scheme and meet the ‘minimum criteria’ for the role will be offered an interview. We are committed to providing an inclusive and barrier-free recruitment process for anyone who wishes to make an application.

Unfortunately we do not offer sponsorship on this opportunity.