User Experience Researcher

Business Unit : Customer Solutions

Division : CS CC Customer Delivery

Pay Grade Level : Level 2 - Technical Expert

Post end date : .14-July-25

Salary Range : £33,000 - £43,000

Role Type : Full Time Contract

Secondment length : NA

Recruiter : Daniel McCormack

Manager Name : Neil Lannon

We’re Severn Trent and we think water…and people are wonderful!

24 hours a day, 365 (sometimes 366) days a year we serve 8 million people across the heart of the UK. Each cuppa drank, and toilet flushed is only possible because of the 6,500 brilliant people working across our patch.

This role is vital to the service we deliver those 8 million customers, and we think you’d love it.

EVERYTHING YOU NEED TO KNOW

We are looking for a UX Researcher to join our Go to market Team based in either Derby, Leicester or Coventry.

You’ll be the heartbeat of every digital experience we offer – working within a team of great people who are passionate about Customer and User Experience. Working with our customers either directly or indirectly, you’ll be curious about their needs and not be afraid to test new ideas to showcase our commitment to them. Put simply, you’ll be responsible for delivering an outrageously amazing digital customer experience you’ll be proud of.

In this role, you will be responsible for the research elements required to help our CX team deign and iterate journeys and products that will drive our online experiences across all of Customer Products. Your ownership of this experience is critical to the happiness and service of over 2million registered customers and the entire Severn Trent customer base.

Some of the Key accountabilities of the role will include:

Working with, Business Leaders, Digital Analysts, and UX Specialists to develop and advocate appropriate research strategies to understand user needs for a service, and to continually test and improve the service

Foster a culture of team involvement in user research, team analysis, design rationale and decision making based on user needs, and drive improvements in practice.

Planning, designing, preparing and running user research activities to support the design, development and continuous improvement of Severn Trent digital services (including contextual discovery, experience mapping, diary studies, early-stage concept and prototype testing, contextual usability, and accessibility testing).

Developing and implementing an AB testing plan which tests both responses to user feedback and iterative innovations to further enhance the user’s experience.

Designing and running contextual and discovery research to develop a deep understanding of the needs of all users of a service

Managing the usability and accessibility testing process from recruiting participants, designing test tasks, and preparing discussion guides, to test moderation, analysis and presenting results.

Working with Digital Experience Analyst to design, execute, and analyse quantitative surveys.

Leading colleagues to analyse research data and synthesis findings so that research is shareable and traceable.

Effectively communicating user research findings to the team and the wider organisation, so that they share a strong and empathetic understanding of their users (including presentations at show and tells, designing and maintaining research outputs on the team wall, formal reports).

Working closely with designers and developers to turn user research findings into stories and actions that lead to valuable product and service features.

Working closely with analytics and journey colleagues to define user centred objectives, to create a rich picture of user behaviour to tell the full story of how and why people use our services.

WHAT YOU’LL BRING TO THE ROLE

We’re looking someone who can own the customer journey and experience, seeing the customer’s perspective by ensuring the web self-service, telephony and digital messaging areas meet our customer’s needs. Aswell as having a marketing or UX background; a degree would be beneficial. You must be confident in analysing a wide range of quantitative/qualitive data

Dealing with stakeholders will be an important part of this role as you will be required to speak to a range of stakeholders, presenting user research findings in a wide variety of formats and contexts.

As a UX researcher, you'll work towards delivering the best possible experience for users of our website, ensuring that the 'user experience' for individuals using our websites (or applications) is as efficient and pleasurable as possible. You’ll need to have proven experience in and passion for user-centred design practices for web, service, or software development. Designing, facilitating, and analysing a wide range of qualitative and quantitative user research methods.

You’ll be responsible for researching each self-service journey to identify opportunities to enhance experiences that result in maximum journey conversion. As well as researching user behaviour, feedback, and preference, you'll also look at the content of websites and consider design elements such as colours and images. Working collaboratively with other members of the digital team and the wider business to ensure that products and services are fully mapped, and potential enhancements explored and tested. Whilst also supporting in the development of future digital capabilities to drive improvements across these journeys to ensure digital targets are met and customer satisfaction scores are improved.

The right skills and experience are important. But if you have the right character, positivity and a caring attitude, we want to talk to you, too.

We welcome people from all walks of life and celebrate individuality as we know diverse minds, experiences and backgrounds help us to learn and better serve our communities. We want people who show up and get involve. Those who are ready to be part of something bigger and who want to make a difference because they care. Is that you?

WHAT’S IN IT FOR YOU

Working here isn’t just a job. You can build a career at Severn Trent. We’ll reward you for it, too. We have a range of benefits that recognise great work, and award-winning training to help you reach your potential. And we’ll also help you play your part in looking after the environment and the communities where we live.

With that in mind, here are just some of our favourite's perks that you’ll get being part of the Seven Trent family:

Competitive Salary Offering of £33,000 - £43,000
28 days holiday + bank holidays (and the ability to buy/ sell up to 5 days per year)
Annual bonus scheme of up to £2,250
Leading pension scheme – we will double your contribution (up to 15% when you contribute 7.5%)
Sharesave – the chance to buy Severn Trent Plc shares at a discounted rate
Dedicated training and development with our ‘Academy’
Private medical cover, life assurance, income protection and personal accident cover
Electric vehicle scheme and retail offers
Family friendly policies
Two volunteering days per year

WHAT’S NEXT

We can’t wait to hear from you.

If your curiosity has been piqued and you're wanting to find out even more, search #LifeAtSevernTrent on social media.

Ps. we’ll always let you know the outcome of your application after the closing date - so keep an eye on your phone and emails!