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User Researcher Gibraltar or Remote in the UK

Mercator IT Solutions

Posted on May 27, 2022 by Mercator IT Solutions

Not Specified, Gibraltar
Immediate Start
£60k - £60k Annual

UX Researcher Performance Profile

What will this person bring to the team?

The UX Researcher will be a pivotal part of our ongoing usability testing program, and will be creating and analysing testing with users to uncover insights and issues. Part of the User Experience Research team, this person will help the business get the best value from research by making it central to decision making.

What will the team deliver when we hire someone great?

We will then present engaging Usability reports which help us understand user behaviour, our competition, our latest feature and our prototypes that help us take action and empathise with our users more.

We will consider personas at every step of the process to help us prioritise fixes, features and research projects. Our stakeholders will know our personas by name.


What will this person achieve in their first year with us?

Key Objective 1


- Conducting monthly usability testing to uncover key issues with our live website and apps

- Create reports with video clips and summaries based on classification of issues to help our product teams prioritise work

- Present the reports to stakeholders across the organisation with different levels of understanding of User Experience in general

- Help to make Usability testing the norm for how we create things.

- Calculate our task success rate for all testing

Secondary Objective 2


- Help make personas well understood in the business, so that we collectively understand our users and empathise with them more easily

- Be responsible for regularly feeding back into the persona set and adjusting if necessary

- Being a key link between Commercial Insights and Business Intelligence teams to back our personas with data and forming a great working relationship which helps provide the why' to the what'

- Use personas to guide decision making and to proactively identify the next best problem or opportunity

The organizational structure

This role reports directly to the Head of User Experience. You'll work alongside other User Experience Researchers and form our critical team of inside the User Experience Department. You'll work across the teams inside User Experience, as well as with other areas in the organisation to achieve your objectives.

Situational needs and challenges

They are a dynamic company which has grown very quickly since it was founded in 2013 in Gibraltar. Starting with the goal of introducing a new type of product to a frustrated lottery customer segment, They have introduced many new product types and customers, such as Casino, Bingo, Scratchcards, Sports betting - who all have different needs and expectations.

As many companies, we have a wealth of data and information, but can get stuck turning that data into actionable insight. Within the UX Department, we sometimes struggle to understand how big the problems we discover are (so they can fix them). Since moving so quickly in the beginning, They also carries some technological debt which means that while not everything is tracked and tagged up on our site, they rely on using best practice and their understanding of the customers to make the right design and product decisions.

After significant improvements to the discovery process, UX are now looked upon to provide relevant, timely and up to date insights from UX research and testing to better understand our customers.

The essentials

  • Master's degree in Human-Computer Interaction, Cognitive Science, Experimental Psychology, Anthropology, Information Science, Applied Linguistics, a related field, or equivalent practical experience
  • Experience conducting usability research
  • Experience creating and using personas
  • Excellent communication, presentation, negotiation and collaboration skills
  • Fluency in English

The desirables

  • Experience with international testing
  • Experience integrating user research into product designs and design practices
  • Experience in transforming organisations to become more user centred through solid research output
  • Fluency in German

Reference: 1609243968

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