Job details

Location
Brisbane
Salary
$120,000 + super
Job Type
Permanent
Ref
788653
Posted
about 1 month ago

Job details

Location
Brisbane
Salary
$120,000 + super
Job Type
Permanent
Ref
788653
Posted
about 1 month ago
The Company: 

BLACKROC are seeking a empathetic User Researcher to represent the voice of the customer within this purpose-driven organisation, currently embarking on a data and innovation-led customer transformation journey. This is your chance to let your passion for customer centricity and all things research shine. Join a team of A grade delivery specialists that pride themselves in creating seamless digital experiences for millions of customers through complex financial systems.

The Role:

You will be working closely with the CX team, Product Owners, UI/UX Designers and Developers. Moving between 12 cross-functional delivery teams on a project to project basis ensuring the right problems are being solved and championing the user. 

Responsibilities:
  • Be the advisor on all things research-related i.e UX strategy.
  • Be involved in early-stage discovery alongside the Product Owners.
  • Create and maintain beautiful journey maps that outline current customer challenges and highlight potential opportunities to further improve the experience.
  • Marry qualitative feedback with quantitative insights and provide reporting that shows customer trends and sentiment.
  • Facilitating ongoing customer research and usability testing across all product and service offerings as well as validating design solutions and recommendations.
  • Collaborate with UI/UX Designers in the creation of wireframes.
  • Facilitate workshops and continue to build a customer-centric culture. 
About You:
  • You are a hands-on UX researcher, one day you will be recruiting participants, one day you will be analysing data, the next you'll be creating surveys and tasks for user interviews.
  • Thorough knowledge of design methodologies, best practice usability,  and experience facilitating usability testing and workshops.
  • You know your way around online feedback applications and analytics tools, consolidating findings to highlight key trends and overall sentiment.
  • You have set up experiments (A/B and split tests) to validate designs. 
  • You can combine qual and quant research data and distill findings into easily understood recommendations that can be shared.
  • Evidence of previous journey maps and/ or jobs maps that go beyond workflow diagrams and process maps and truly highlight customer needs, pain points, and new opportunities.
  • You have exceptional communication skills and the ability to effectively engage stakeholder groups.
  • You love supporting and empowering UX Designers to make informed decisions to validate design recommendations and hypotheses. 
If you're deeply empathetic, passionate about people, and would love to work for a company that knows the value in understanding and embodying their customer's needs, then click APPLY NOW

For more information on this opportunity and others I have coming up contact Amber at BLACKROC on 0473 575 274 | amber@blackroc.co