User Researcher-Permanent Full Time

Mercator IT Solutions

Mercator Digital is looking for a Business Analyst to be part of our growing consultancy.

About us

We are a leading technology consultancy, building and delivering digital services for organisations across the globe. Since 2006 we have been working collaboratively with our clients, getting to the heart of their digital aspirations and delivering innovative solutions. We employ over 300 people and have offices in London, East Sussex, France, Singapore and the US. Our successful track record has resulted in us being one of the fastest growing technology consultancies in the UK.

We work with both private and public sector organisations and have a wealth of experience within UK Government. Our work really makes a difference to our clients and has a huge impact on our society – making digital services more innovative, accessible and joined up.

Team Mercator

It’s an exciting time to be part of Mercator Digital, we’re opening new offices, recruiting, growing and developing. We have won high profile bids and delivered digital transformation that has hugely impacted people’s lives. But we’re more than just about the work, we really are a team. It doesn’t matter what your role is, everyone’s opinion counts – and we encourage new ideas and discussion. We have loads of social events too so everyone can get to know the wider Mercator team – and have some fun along the way.

As a User Researcher you will:

• work with Service/Product Managers to devise appropriate research strategies to generate focused insights to inform service development
• plan, design and conduct in-house research to test new service ideas (including user requirement gathering, early stage concept and prototype testing, guerrilla research and usability testing sessions)
• design, script and analyse quantitative surveys
• manage qualitative/quantitative research projects such as proposition development, visual identity and customer experience mapping
• present findings, recommendations and customer insights to senior decision makers
• manage day-to-day operations with usability and market research partners, with accountability for schedules, value for money and deliverables
• deliver a consistent user experience across a broad range of digital products and services
• contribute to the continuous development and enhancement of products and services
• mentor and/or line manage Junior User Researchers where necessary
• participate in the wider user research community (outside of Mercator), building relationships with other User Researchers and identifying best practices that we can adopt

Skills and Experience:

• Proven experience of a range of usability testing methodologies to reveal actionable customer insights and gather user needs for web based services
• Proven experience of creating research strategies/approaches
• Proven experience of managing, executing and analysing usability test sessions, and facilitating workshops
• Excellent analytical and problem solving skills, and the ability to quickly develop recommendations based on quantitative and qualitative evidence
• Proven ability to explain user needs to decision makers and act as a persuasive advocate for those needs
• Extensive knowledge of human factors, ethnography, and the user-centred design process for products and services in an iterative development environment
• Demonstrable knowledge, experience in, and passion for user centred design practices
• Proven experience of audience modelling and developing design personas
• Experience across web content, tools and transactional services, especially those with complex user journeys (involving development of a logical sequence of steps to complete transactions)
• Ability to work with data, from gathering and analysis through to design and presentation
• Ability to mentor other User Researcher(s)
• Excellent interpersonal skills and the ability to quickly develop strong working relationships in high pressure environments
• Experience of working in an agile development environment with Designers, Business Analysts and Developers to create new digital products and services
• Experience of identifying the needs of users with accessibility requirements