User Researcher

Job Description

Job IntroductionResearch and Insight at Handelsbanken is one of the three key disciplines comprising the Experience Design Team, alongside Service and UX Design. We are a team of highly skilled, passionate and curious individuals enabling people all across the business tokeep customers front of mind and innovate by integrating research and using design thinking to creatively solve problems in the bank. The team sits within the Digital function and is a key part of the banks digital transformation programme. Reporting into the Research and Insight Lead, you will work collaboratively in a cross functional product team to run continual research for before, during and after product launches to evaluate the product is doing what we intended for users. As well as planand facilitate workshops to ensure positive customer outcomes. As a strong communicator and facilitator, you will also help teams across the bank understand the value of research and insight to bring them on the journey, and ensure together we deliver changewell for both colleagues and customers. This role is to be based in London or Manchester. Main Responsibilities

• Be the subject matter expert for research and insight and work collaboratively with Service and UX designers as part of product digital teams
• Conduct primary research, you are able to make users feel at ease, ask the right questions and gather key insights
• Understand what problems the team are trying to solve and align user research activities to inform decision making and action
• Support the product owner to plan out a user research strategy for the lifecycle of their product
• Be an advocate for inclusive research practices to help teams design and deliver accessible services that work for all users
• Define KPIs and Measurements for success
• Demonstrate a good understanding of Consumer Duty regulation and partner with control functions to ensure research and change enables the bank to meet all legal, risk and compliance requirements
• Operates in line with the Banks Risk Management framework (including sub-frameworks) and relevant risk and compliance policies and procedures, ensuring appropriate and timely escalation of any concerns to their line manager

Ideal Candidate Research (by Harvard University) shows that women are particularly likely to second guess themselves and not apply - so if you are worried you dont meet all the criteria, get in touch anyhow and let us do the worrying...

• Experience of using a wide range of qualitative and quantitative research methodologies with both B2B and B2C audiences
• Good understanding of integrating survey results with behavioural data to turn user focus into outcomes and recommendations
• Experience working with agencies as well as conducting research yourself
• Good communication and facilitation skills, to bring visibility to problems and outcomes to a variety of audiences with ease
• Natural at actively building effective working relationships across all levels of the organisations and globally with stakeholders in different markets
• Good understanding and experience using measurements for success
• Demonstrate knowledge of agile working methodologies
• A self-starter who can work under their own initiative. Excellent and meticulous at task management, collaboration and organisational skills

Company Information Handelsbanken is a relationship bank with a decentralised way of working, a strong local presence thanks to a nationwide network of branches, and a long-term approach to customer relations. Each Handelsbanken branch operates as a local business enabling itto make decisions at a local level and provide a bespoke service. The focus is always on the need of the individual customer and not on the sale of specific products. The Bank is deeply committed to embedding good equality and diversity practice into all of our activities. This is so that we are an inclusive, welcoming and inspiring place to work that encourages everyone to apply, regardless of socio-economic background,age, disability, pregnancy and/or parental status, race (including colour, nationality, and ethnic or national origin), veteran status, marital and civil partnership status, religion or belief, sex, gender reassignment or sexual orientation. At Handelsbanken, we deeply value our unique culture and values including trust in and respect for each individual. We take pride in nurturing a work environment where people flourish, and where they are empowered to take decisions in their areas of expertise.We take a long term perspective in everything we do and want each employee who joins us to build a long terms successful career with the Bank. What is in it for you

• We have a wide range of learning and development available, empowering and enabling our colleagues to take ownership of their own development.
• Competitive Salary and an extensive range of benefits is provided, including private medical insurance, income protection and life assurance
• A market-leading pension contribution of 15% paid by the bank, which can be invested in a wide range of funds (including ESG and Shariah funds)

Application next steps Your journey with us begins once you have submitted your application. One of our Handelsbanken recruiters will be reviewing your details and will later organise a phone conversation if you match the role requirements. If there is a mutual fit, we will extendan invitation for you to participate in an interview. There will be a 2-stage interview process with a mix of virtual and face-to-face. How can we support you to be your best self Our Talent Acquisition team will be happy to provide support e.g. if you need additional time to prepare for an interview or you have any requirements for any part of the interview/hiring process - just let us knowby email . This advert will be live for a minimum of two weeks. However, please note that after the two weeks, the closing date could change at any time depending on the number of responses received.