Digital User Researcher

Vacancy Information

We are seeking a Digital User Researcher to help support Greggs in continuing to develop its Digital journey. You help support a variety of product and growth teams in delivering exciting and innovative new features to our Customers and Colleagues.

This critical new role will help us understand how we can improve our digital and physical in-store experiences, and ensure we use a variety of types of quantitively and qualitative data to improve areas such as Rewards, Click and Collect and Gifting – and ultimately make sure our Customers and Colleagues receive an exceptional end-to-end digital experience.

Reporting into our Digital Product Design Manager and working daily with our Product Owners and their teams, you will conduct end-user and internal stakeholder research, working with cross-functional teams, through performing usability studies.

The Digital User Researcher will operate as a key member of a number of cross-functional team agile technology product teams, you will help the development team and the wider customer/marketing, insight and brand teams to understand and empathise with our customers’ needs, helping translate them into wireframes, UX flows, low fidelity mock-ups, interactive prototypes and design specifications for build requirements to be delivered as feature improvements to our digital products.

You will work collaboratively with our Growth team to use and evaluate various sources of qualitative and quantitative data and help a variety of teams better understand what would make our customers experience more intuitive, accessible, and seamless.

The Digital User Researcher is joining at an exciting time in Gregg’s digital evolution, and joining at the start of a journey to develop a brand-new product led approach that will help shape the future of our digital offerings.

We can offer you:

• 25 days (5 weeks) annual leave, pro-rated, increasing with service (in addition to bank holidays), plus 1 additional floating day

• Management Bonus Scheme which is worth up to 10% of your salary

• Profit share: We want everyone to share in the success of the business, so we distribute 10% of our profits to all our employees who have at least 6-month service, or more, each year

• Private Medical Insurance which is free for you and subsidised for your dependants

• Permanent Health Insurance which is a replacement income scheme

• You will automatically join our Greggs pension scheme which is a fantastic way to save for your retirement and allows you to benefit from employer contributions and tax advantages

• Defined contribution management pension scheme

• Death in service benefit which provides a lump-sum payment equal to 4 times your year’s salary

• Colleague discount, up to 50% off our own-produced products

• Share save schemes that let you buy discounted Greggs shares, by saving a set amount of money over a fixed time, to have an even bigger share of our profits

• Career progression and learning and development

• Employee Assistance Programme; A free, confidential helpline, offering advice and support with financial, relationship, work-related and wellbeing issues, 24 hours a day, 365 days a year. Including a mobile app providing a range of wellness content on physical, mental, social, and financial wellbeing

• Perks and savings, such as digital gift card discounts, online cashback, in-store and online coupons and lifestyle offers

• Cycle to Work scheme

• A company who cares about our communities; the environment and being a better business! Click here to read about The Greggs Pledge

• Colleague Networks – internal groups where colleagues and their allies can share their own experiences, offer feedback on the way we do things at Greggs, and provide support to one another

What you'll do

· Helping the Customer Product Owner create and test hypotheses in short cycles to incrementally evolve and improve our products.

· Plan and implement user research studies including usability testing, interviews, surveys, and user observations to gather insights into user needs.

· Carrying out user research activities from recruiting participants, preparing discussion guides and moderating research sessions.

· Designing and collaborating on user research to inform UX/UI work, helping input into producing wireframes, UX flows, low fidelity mock-ups, interactive prototypes and design specifications for build requirements.

· Presenting user research in a clear engaging way to stakeholders, leading to clear actionable findings

· Communicate user research findings to help the team develop a deep understanding of customer’s needs.

· Collaborating with designers and engineers to deliver new feature enhancements based on User research.

· Helping to contribute to the User-Centred Design practices at Greggs and championing design thinking to help educate and communicate to the wider team as to why design is important.

· Collaborate with our brand team and support agencies to ensure that all work is aligned, delighting our customers and delivering to Greggs overall commercial objectives.

· Conduct primary and secondary user research on Greggs Digital Products using quantitative and qualitative methods.

· Ask questions, gather data, and analyse data using a diverse set of UX research tools.

· Support the mapping the workflow of ideas and concepts to users through creating screen by screen sequences and wireframes.

· Conducted field research with end-customers using observational methods, using the data collected to make sure each concept or wireframe matches the desired use by customers.

· Work closely with the wider digital and cross-functional teams to identify and evaluate research topics.

· Present research findings to different senior stakeholders and internal teams.

About you

We are looking for highly experienced, talented individuals with drive, who can demonstrate:

· Has a portfolio demonstrating thoughtful problem-solving and research skills.

· Adapt at using qualitative and quantitative data and insight to inform design thinking.

· Experience in UX/User research design and concept development in customer facing digital products.

· Experience with using remote testing tools in research.

· Ability to independently perform all research-related tasks including research, planning, evaluating, and iteration.

· Ideally experience of delivering user research for mobile app, websites and CRM products.

· Experience of working in a consumer-facing digital product team, ideally within a major retailer or consumer facing FMCG business.

· Has a knowledge of UX and User-Centred Design practices and the proven ability to use the appropriate methods and tools to create usable and delightful experiences.

· Ability to effectively summarise and share research results.

· Ability to formulate specific, understandable, answerable, and practical questions.

· Ability to collaborate effectively with stakeholders at all levels and act as a strategic partner to senior team leads in product decisions.

· A strong desire for creative problem-solving with a positive attitude

· Excellent time-management skills

· A strong understanding of accessibility best practices.

· Ideally you have experience researching for desktop, tablet, mobile and mobile apps.

· Enjoys bringing the wider team along with them and has experience communicating design decisions to the wider team and stakeholders.

· Experience in front-end development using the latest technologies.

· Has experience working in an agile environment.

· Existing exposure to various software tools, such as Figma, Axure, InVision, Sketch etc

· A working knowledge of Google Analytics, AB testing tools and User Research best practises.

· Strong attention to detail and enjoy following through a project to completion.

· Be proactive and have a can-do attitude.

· Be self-motivated and love solving complex problems.

About Greggs

Here at Greggs, we love what we do, and we have fun! What makes Greggs so special is our culture – the way we are, the way we behave and the way we support each other. We're hard-working, but above all else we're family; and it doesn't matter who you are, where you're from or what your favourite bake is, we’d love you to join us! We want everyone to feel welcome at Greggs and our colleagues to be able to be themselves at work, whatever their background, preferences, or views.