UX Researcher

Role title:

UX Researcher

Reports to (Manager’s job title):

User Research Lead

Directorate / Division:

Product

Department:

Digital

Location:

Paddington, London

Level / Grade:

4

Role dimensions

Direct Reports: None

Indirect Reports: None

Budget/financial accountability: None

Role purpose

Who we are

The UK’s fastest broadband network. The nation’s best-loved mobile brand. And, one of the UK’s biggest companies too.

Diverse, high performing teams – jam packed with serious talent. Together, we offer the UK more choice and better value, through our boundary-pushing, customer-championing values and ambitions.

Together, we are Virgin Media O2, and we can’t wait to see what you can do.

About the role

As a UX Researcher, you will be joining a team of motivated specialists who are dedicated to creating seamless, customer-centric digital experiences that delight customers and compel them to transact with us across Virgin Media and O2.

Reporting into the User Research Lead, we are seeking a customer-obsessed UX researcher to join our Digital team. In this role, you will help inform and inspire user experience design through mixed-methods research in a fast-paced environment. You will do this by generating and sharing insights from a range of sources including website/app surveys, moderated and unmoderated usability testing, moderated interviews / focus groups, competitor analysis, tree testing, card sorting etc…

·       Delivering in-house user research project (either face-to-face or remote) – including set up, recruitment, moderation, data collection, analysis and debrief.

·       Being an UX research expert, providing advice and guidance on the most appropriate tools / methodologies to use to answer business problems.

·       Being responsible for full project management of onsite website surveys (including scription, analysis and debrief), analysis of online user behavioural data, and use this data to provide ideas for optimisations and support discovery research.

·       Supporting Product Managers, UX designers and copywriters to deliver best in class user experiences across web and app – keeping them informed of any findings, and ensuring they understand and can act on insight generated.

·       Championing the voice of the customer throughout Digital to ensure optimisation backlogs, product roadmaps and strategic goals represent customer priorities.

·       Being competent in delivering research presentations and recommendations to a wide range of stakeholders including Directors, Product Managers, UX designers, Copywriters, Analysts etc…

·       Ensuring action is taken from research you have undertaken.

Essential skills, knowledge, or experience

(Inc. professional or technical qualifications)

·        

3+ years’ experience conducting user research for busy, high-transactional websites, preferably B2C.

·        

Strong expertise in crafting and leading qualitative and quantitative research projects from start to finish with minimal/no supervision, ensuring insights are robust and impactful.

·        

Hands-on experience moderating interviews, focus groups and usability testing sessions, both remote and in-person.

·        

Proficiency in analysing large data sets, including text analytics and AI, and translating data into clear insights and actionable recommendations.

·        

Experience collaborating with CRO or Optimisation teams to drive continuous improvement.

·        

Outstanding communication skills – adept at simplifying complex findings and conveying commercial opportunities or risks to customers.

·        

Ability to build relationships and influence across teams, ensuring customer-centric decisions are embedded into the design process.

·        

Experience using user research platforms such as UserZoom or UserTesting.com.

·        

Familiarity with tools such as Hotjar, GA, Content Square, Decibel, or similar platforms to track and interpret user behaviour and website performance.

·        

Familiarity with prototyping tools such as InVision or Figma.

·        

Previous experience working in an agile environment.

·        

A proactive, pioneering approach – comfortable challenging the status quo and operating in a fast-paced, iterative setting.