Midweight-Senior User Researcher – Charity, Multi-Channel

Midweight-Senior UX Researcher

Company: Citizens Advice Bureau

Location: Based in Central London

Are you a User Researcher who wants to work for an organisation who really make a difference, every single day, to people from all walks of life?

Do you have a passion for human-understanding, psychology, problem-solving and digital strategy?

Would you like to join a new digital team focusing entirely on improving the customer journey on heavily user-centred projects?

We are looking for dedicated UX Researchers to join a newly-formed digital team focussing on the end-to-end customer journey within this hugely important, forward thinking, UK charity.

Role Summary:

You’ll be integral to the research, implementation and maintenance of some brand new digital, cross-platform ventures set to change people’s lives for the better!

Last year, Citizens Advice helped over 2.6 million people directly and their digital advice had 41 million hits. The people that turn to Citizens Advice need help overcoming an obstacle in their lives – from debt to evictions to trouble at work – and you can be the key to them getting the support they need in the quickest, easiest, and most effective way.

You’ll be using up-to-date tech such as the latest eye-tracking software, combined with traditional researching methods, to see how people read and navigate advice online. Collaborating with the wider team, including UX Designers, Content Creators and Service Designers you’ll then follow the customers problem empathically, looking at things from their perspective, obsessing over their needs and working hard to understand the digital journey someone in their position might take to seek solutions.

This is a truly collaborative, multi-channel, end to end role in which you will work on multiple projects varying in scale, all with the purpose of making Citizens Advice a digitally progressive, user-centred service accessible to all.

Your skills, interests and experience:

• A keen interest in working for a human-centred charity
• High level of customer focus and understanding user needs
• Agile methodology
• Sound experience of conducting public facing user research; particularly for complex, document/text-based user journeys
• Competent in usability testing, statistics, analysis and reporting
• Strategic thinking, Problem solving capability
• Documenting customer journeys
• Good understanding of content and service design
• Facilitating CX workshops
• Collaborative working
• Excellent communication skills – Able to articulate thought and design processes
• Good relationship skills – able to liaise with people at all levels of the organisation
• Can-do attitude

It is an exciting time to join one of the most valuable and interesting charities in the UK!

To apply for this amazing role, get in touch at acummings@welovesalt.com

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