Senior User Researcher (Service Design)

The Wellcome Trust

London, Hybrid · £68,518.00

This job has expired. There are a number of other jobs on the job board, and you should subscribe now in order to be notified as soon as any new jobs come up.

See other jobs on the job board Subscribe to be notified about new jobs View the original job listing

The Wellcome Trust is a global charitable foundation. We improve health for everyone by funding science, leading policy, and advocacy campaigns, and building partnerships. 

We plan to spend £16bn over the next ten years, funding new discoveries in life, health, and wellbeing, and taking on three global health challenges: mental health, infectious disease and climate and health. 

These challenges need the bold science we support, but they won’t be solved by science alone.  

Where in Wellcome will I be working? 

You will be part of the Experience Design Team within the Digital and Technology department reporting to the Associate Director of Experience Design and joining our supportive community of UX practitioners.

Wellcome is an inspiring, friendly and creative working environment where you will be designing experiences and using technology in interesting ways to meet our ambition to use ‘science to solve the urgent health challenges facing everyone’. 

We work on digital products and services that play a key role in what Wellcome does, from funding, policy and advocacy, Wellcome Collection Museum and Library, internal and data tools. By focusing on the people who use those products and services, you will help ensure they are solving real problems. 

What will I be doing? 

As a Senior User Researcher (Service designer) in our Experience Design team, you will collaborate closely with multidisciplinary product teams and staff across Wellcome. Your role will encompass understanding and addressing user needs and behaviours throughout all stages of product and service development. As a senior practitioner, you will champion a user-centred approach and mentor others within our supportive design community.

  • Plan and conduct user research activities and facilitate workshops to uncover user behaviours, needs, and motivations using various methodologies. 

  • Utilise qualitative and quantitative data to evaluate user experience and identify opportunities for improvement 

  • Create service maps of current and future user journeys, including digital and non-digital interactions and touchpoints. 

  • Align service design initiatives with organisational goals and strategy, collaborating with cross-functional teams to design end-to-end services that align with business goals and user needs. 

  • Identify opportunities that challenge the current conventions and propose simpler processes that provide better user-centred outcomes, save effort and reduce costs.  

  • Co-design, develop, prototype and validate new opportunities, including those that are non-digital (physical, people, processes etc) 

  • Share knowledge and best practices in service design within the organisation, manage user researchers, and coach other user-centred practitioners to ensure and improve research and service design practice. 

  • Contribute to a diverse and inclusive culture across the organisation, collaborating across departments.

Is this job for me?  

To be successful in this role it is essential that you have:

  • Significant experience across all aspects of user research and service design, including facilitating workshops, service blueprinting, concept development and guiding implementation of solutions

  • Proven ability to advocate effectively for user research and service design and comprehensive, user-centred practices

  • Experience of planning and delivering research, using both quantitative and qualitative methods, to uncover motivations and behaviours

  • Experience contributing to findings and recommendations to a wide range of stakeholders, in variety of ways to suit the audience

  • Ability to support user researchers and other UX practitioners to develop their skills and understanding of research and service design methodologies

  • Good knowledge of multidisciplinary digital teams and agile practices

To apply please upload your current CV and complete our short application

Interview Dates W/C 5 August & 12 August

You can view the full job description on our website

Our Hybrid Way of Working 

We understand that our colleagues have commitments and personal interests outside of work and we strive to build a flexible working environment, in which people can perform at their best. We are currently working 2 days per week (Tuesdays and Wednesdays) from our Euston Road offices with the remaining 3 days from home. From September 2024 this will change to 3 days in the office and 2 from home (Tuesdays, Wednesdays and Thursdays).

Diversity and Inclusion at Wellcome

Diversity and Inclusion is a priority at Wellcome. We are committed to cultivating a fair and inclusive environment, where everyone can be themselves and thrive. We are happy to discuss flexible working options for all roles. We work to ensure that our recruitment processes are as inclusive as possible to everyone. This includes adjusting for people who have a disability or long-term condition. Please visit our website for more information on adjustments and accessibility or contact us at [email protected].