Customer Experience - Designer/Researcher

  • Job Reference: 00039986-1
  • Date Posted: 20 February 2021
  • Recruiter: CV-Library
  • Location: City of London, London
  • Salary: £425 to £468 Per Day
  • Sector: Accounting, Banking & Financial Services, Insurance & Superannuation, Covid-19
  • Job Type: Contract

Job Description

Are you a passionate & creative Customer Experience Researcher/Designer with a background in B2B customer improvement projects?

Two exciting contract opportunities have arisen to work for a tier 1 Banking Institution. London-based (once COVID-19 restrictions are lifted), this opportunity offers an individual to advance their career in the Customer Experience space.

There are two roles available in an established & dynamic Corporate Banking team offering 3-6 month contracts.

Designer responsibilities include:

Proven experience within Service Design, particularly leading strategic design projects in a large organisation;
Experience as a manager/ leader is preferred with experience applying Design Thinking methodology;
Strong experience understanding and changing customer behaviour;
Outstanding ability to implement and improve customer experience capabilities by scaling design frameworks and tools to upskill teams, and create a common design vision and principles;
Exceptional relationship management and influencing skills, outstanding interpersonal and communication skills with a proven ability to communicate effectively and confidently at all levels;
A good knowledge of the financial sector is essential; previous experience of Service Design in the final sector is preferred;
Proven success in influencing senior leaders to change ways of working and adopt more customer centric decision making, creating awareness and advocacy for the customer and work you do;
Experience delivering multi-channel designs or solutions across large-scale programs and businesses;
A degree or equivalent in human-centred design, psychology, research, engineering or a similar background.Researcher responsibilities include:

Experience of conducting B2B and/or internal research projects.
Experience of conducting remote research and facilitating activities with remote teams.
Deep experience of at least 2 of the following Design research specialisms (Behavioural economic and behaviour change; Anthropology/ethnography; Co-creation UX/Usability research; Quantitative research and statistics; Eye-tracking; Data science)
Knowledge of a wide range of qualitative and quantitative research methodologies and able to help teams scope, plan and conduct research activities within the constraints of the project.
Experienced at aggregating insights across multiple research activities to ensure they remain accessible
Strong listening and observation skills
Knowledge of tools and techniques to build empathy, and ensure insights are actioned
Able to facilitate group analysis and interpretation of findings.
Experience of coaching and educating others in design research.
Strong storytelling and communication skills
Experience of presenting to senior stakeholdersIf you have similar experience to that outlined above and are looking for a new and exciting role to advance your career, please forward your CV today.

Randstad Business Support is acting as an Employment Business in relation to this vacancy