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Head of User Research & Service Design

South East, GB
Closing date
18 May 2022

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We are looking for an inspiring UX leader with a fresh, innovative and creative approach, to help us find new ways to connect with our customers and contributing to the company's long-term ambition to reach more children through play and education Core Responsibilities
• Managing a growing team of Researchers and Service Designers to deliver impactful insights and opportunities
• Proactively identifying the need for research, framing objectives appropriately, and creating research plans
• Supporting Product Teams in leading end to end research projects
• Developing compelling outputs and artefacts based on research
• Integrating insights from various sources to build a well-rounded customer view
• Championing and defending the voice of the user, and advocating a user-centric design approach
• Defining Design Research processes and standard methodologies, and promoting the value of research
• Working across the company to synthesise knowledge and build a complete understanding of our users Play your part in our team succeeding This is a newly created role in our Shopper & LEGO Retail Team. It will contribute to developing a culture of innovation and foster teamwork within our digital Product and Design groups, by sharing new technologies and industry design trends. Do you have what it takes?
• A natural curiosity and passion for understanding people, their motivations, their behaviours, and the challenges they face.
• Extensive experience running research, including recruiting processes, scheduling and logistics, protocol and questionnaire development, interviewing, analysis, and creation of research deliverables and deep understanding of qualitative and quantitative methodologies (e.g. ethnography, concept testing, usability testing (in lab & remote), guerrilla testing, card sorting, diary studies, surveys, etc).
• Substantial experience in uncovering unarticulated user needs, synthesising existing research from a variety of sources, and translating observations into digestible, useful insights that are connected to business goals.
• Confidence to challenge established perspectives and approaches, backed up by sound rationale and insights with good understanding of UX research design standard methodologies and looks to enforce consistency across customer journeys
• Excellent communication and workshop facilitation skills with strong partner management experience
• Experience working collaboratively as part of a multi-disciplinary agile delivery team, ideally, previous experience working on omni-channel services, and digital experiences on mobile, tablet and desktop
• Self-starter who finds opportunities and potential problems
• Deep knowledge of UX and design research and proven track record to teach those principles to others
• Experience representing design research at a strategic / leadership level
• Experience in managing researchers with different specialisations and focus areas while driving their team to create effective, user-centric solutions
• Gives and receives quality feedback in equal measures. Join the global LEGO® team What's in it for you? Here are some of what to expect:
• Family Care Leave - We offer enhanced paid leave options for those important times.
• Insurances - All colleagues are covered by our life and disability insurance which provides protection and peace of mind.
• Wellness - We want you to be your best self, so you'll have access to the Headspace App and lots of wellbeing initiatives and programmes run by local teams where you are based
• Colleague Discount - We know you'll love to build so from day 1 you will qualify for our generous colleague discount.
• Bonus - We do our best work to succeed together. When goals are reached, you'll be rewarded through our global bonus scheme.
• Your workplace - Our offices will be your primary workplace with flexibility to work from home during your working week. Your People Leader will discuss the principles of our hybrid work model, role eligibility and frequency with you. Children are our role models. Their curiosity, creativity and imagination inspire everything we do. We strive to create a diverse, dynamic and inclusive culture of play at the LEGO Group, where everyone feels safe, valued, and they belong. The LEGO Group is proud to be an equal opportunity employer. We are committed to equal employment opportunity and equal pay regardless of e.g. race, colour, religion, sex, national origin, sexual orientation, disability or gender identity. The LEGO Group is fully committed to Children's Rights and Child Wellbeing across the globe. Candidates offered positions with high engagement with children are required to take part in Child Safeguarding Background Screening, as a condition of the offer. Thank you for sharing our global commitment to Children's Rights. Build your career brick by brick at the LEGO Group. LI-VF1
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