We want to always work to improve how our customer journeys perform and ensure what we create supports our business goals. This includes selling our products, retaining our customers, reducing calls to our call centres, and ensuring we deliver a best-in-class, high performing customer experience.

We’re championing user-centered design thinking and data driven change whilst facilitating design to help TalkTalk achieve business goals.

As a UX Researcher, you'll contribute from an early research stage through to delivery. In doing so, you'll make a massive impact on what we're doing.

Sound like you? If so, we’d love to hear from you

How will you add value in this role?

You’ll lead user research activities in larger teams on complex services. This will include building user-centred practices in new teams, aligning user research activities with wider plans to inform a service proposition and supervision and develop other user researchers to assure and improve research practice

You’ll be initially be involved in one of two workstreams covering our Service Centre and Digital Engagements.  

You’ll get involved with things like how we engage with customers across the whole journey (Digital Engagement) and looking at self-service in-home diagnostics for customers (Service Centre).

About you

• Analysis and synthesis: You understand and can help teams apply a range of methods to analyse research data and synthesise findings. You know how to engage sceptical colleagues in analysis and synthesis. You can advise on choice and application of techniques and can critique colleagues’ findings to assure best practice.
• Inclusive research: You can help teams understand the diversity of users of TalkTalk. You know how to include all kinds of users in appropriate research activities. You can advocate for inclusive practices and help teams design and deliver accessible services that work for all users.
• Research skills: You have experience of, and can help teams adopt, a wide range of user research methods. You can plan user research for services with challenging user needs and complex user journeys. You can advise colleagues on the choice and application of research methods to assure best practice.
• Society and technology: You understand the social and technological context for TalkTalk. You can align user research activities to help your team understand changing user behaviour. 
• Strategic insight: You understand what problem the team is trying to solve. You can align user research activities to inform decision making and action.
• Technical understanding: You know about the technologies used to build and operate our services. You can collaborate closely with colleagues in different disciplines. 
• User-centred and agile practices: You understand and have experience of a range of user-centred practices. You can help inexperienced teams adopt user-centred practices and embed them into their agile workflow. You can advocate for user research and engage sceptical colleagues and stakeholders. 

The Benefits

We value the importance of recognising and rewarding our colleagues at TalkTalk. As well as providing a great range of core benefits such as annual bonus, a company pension scheme and private medical insurance, we also embrace flexible working, will support you to achieve your career goals though in-house training and external professional courses where applicable.

As a recognised Top 50 Inclusive Employer in the UK, we know that diversity means success and innovation. We want our workplace to reflect the communities and customer we serve. Being inclusive is part of our DNA; we are all 100% human, and we create a culture where you can truly be yourself.

We’re also not your usual 9-5. We are a dynamic workplace and we want to talk to you about how you like to work.