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Lloyds Banking Group
- London
- Lloyds Banking Group - London
Group Design and Data sits at the heart of Transformation to ensure we have the right design, architecture, data and product management capabilities in place to actively transform the end-to-end customer experience and develop an enterprise architecture that allows us to be more responsive and stay competitive within the industry.
Comprising a number of functions, together we design and deliver customer and data centric solutions and own the core frameworks of our digital products to help us create the Bank of the Future.
To support the Group’s Transformation programmes we’ve built an internal Qualitative research capability, high-spec Labs in multiple locations across the country that are available to support and inform all teams and brands across the business to ensure we’re creating and developing the best experiences for our customers. Our services are in high demand across the business, working on numerous programmes and projects to conduct vital end-to-end research and customer testing across our mobile, tablet and desktop inventory. Our programme of work includes in-lab testing in our purpose built lab facilities in London, Halifax and Edinburgh on desktop and mobile environments and also includes capability testing in-branch, ethnography and looking at wider touch points of the end-to-end Customer journey.
The Customer Labs research team supports research activities across the business to ensure we’re creating and developing the best Digital and Customer experiences. It’s in high demand across the business, working on numerous projects to conduct vital end-to-end research and customer testing across our mobile, tablet and desktop inventory
As an Assistant User Researcher you’ll work closely with Digital Customer Experience, Digital Transformation, eCommerce, Innovation and other areas of the business getting exposure to the entire business and not just a small segment of it.
We’re seeking individuals with experience in the field of User Research, conducting research activities that inform digital Customer experiences. Ideally, you will have a relevant degree (or equivalent) in HCI, Design, User Experience etc., are proactive in keeping up to date with the latest research techniques and consider yourself a ‘Digital native’. In addition have experience conducting user research or possess a strong knowledge of User-Centred Design (UCD). You should enjoy using technology and should quickly pick up new technologies (you will get the chance to use lab equipment along with desktop, devices, Audio Visual equipment etc.).
In this unique role as an Assistant User Researcher you will by speaking to and researching Lloyds Banking Group customers to gain an understanding of their requirements and motivations relative to using our products and services. You will also be required to prepare research materials, moderating interviews and analysis and reporting.
Using your excellent communication skills you will be assisting with conducting qualitative and quantitative research studies to improve Lloyds Banking Group digital services and products, This may include ethnographic research (assisting with customer interviews in homes, colleague interviews, branch and call centre visits, etc.), assisting running focus groups, card sorting exercises, usability studies, heuristic and expert reviews.
Planning and organisation is key in this role as you will by managing the development and collation of research assets to agreed timescales as well as assisting Research Managers with analysing research outcomes and developing professional reports that promote objectivity and the voice of the Customer.
Right from the start, we’ll give you full training and all the support you need with a Group/Team Induction. This will be followed by 121 on the job training where you will be supported whilst you learn. During this time you will be given all the coaching and development you need to achieve your competency. We will help you to obtain a full understanding of project requirements our practices and constraints. So you don’t need previous experience of finance or banking however an interest in Information Technology or related experience would be beneficial but not a requirement.
This role is primarily based in London but travel to Halifax and Edinburgh will be required on occasion.
We are open to discussions around flexible working to facilitate a working arrangement suitable to both you and the business with a possibility of working from home at times, once fully competent in your role. We are committed to the principles of agile working and are proud of the industry recognition we have received, including No 1 in the Stonewall Top 100 Employers Index 2017, Top 10 Employer for Working Families 2017, Times Top 50 Employer for Women all in 2017 and Best Bank for Diversity and Inclusion at the Euromoney Awards for Excellence 2017.
Lloyds Banking Group is committed to building a workforce which reflects the diversity of the customers and communities we serve, and to creating an inclusive workplace where all our colleagues can be themselves and succeed on merit.
Achieving Lloyds Banking Group’s vision of being the best bank for customers and meeting the Group’s risk appetite is dependent on every colleague demonstrating our core value of “putting customers first”. Join us and be part of an inclusive, values-led culture focused on making a difference. Whatever your aspiration, you can also expect excellent benefits, personal development and a career that’s enriching and full of opportunity.
So if you have a passion for all things technical, as well as excellent communication, planning and organisational skills, backed up by a degree (or equivalent) in HCI, Design, User Experience etc, we would welcome your application. In return for your hard work, we offer a competitive reward package; please see our careers website for more details.
Together we make it possible.
Please note if we receive a large volume of applications the advertising may close earlier so don’t delay in submitting your application.
Assistant User Researcher
Chiswell Street,
Our vision of being the best bank for customers is dependent on every colleague committing to and demonstrating our core value of “putting customers first”. In joining us you’ll have a role that matters and will contribute towards the Group achieving our vision through your day-today actions being performed in line with our Codes of Responsibility and Group Policies. By individually and collectively committing to our Group values and codes, we will be able to make a difference together and help Britain prosper.
We’re also committed to employing a diverse and inclusive workforce, reflective of the customers and communities we serve – where all our colleagues can be themselves and succeed on merit.
We’re proud to have received the following industry recognition: ‘Stonewall Top Private Sector Employer’, ‘Top10 Employer for Working Families’, ‘The Times Top 50 Employer for Women’ and both ‘Gold Standard’ and “Best Workplace Adjustments Process” from the Business Disability Forum – each demonstrating our commitment to the principles of agile working and inclusion for all.
So if this sounds like a culture that you’d like to be a part of then be assured that we’ll welcome your application.