UX Researcher - Orion

OVO Energy ,
London, Greater London
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Job Description

User Researcher Kaluza, London OVO's UX community is growing and we're looking for someone to join the product team responsible for how customers understand how they are using energy. You'll be helping us better understand our customers so we can help power the UK's sustainable energy future. Kaluza is shaping the future: a distributed, consumer-centric energy system providing clean, affordable energy for everyone. Orion is our flexible software platform which enables energy suppliers to provide a simple, transparent, reliable experience to their customers. By moving to a more real-time view of data, we're increasing the transparency and accuracy of energy charges to reduce customer confusion and help avoid unexpected costs. We build tools and processes which enable suppliers to solve customer problems and help end users better manage their energy at home. Understanding energy usage can be confusing, and we want to make it easier for users to understand and manage their usage and costs. We need to ensure that usage information is presented clearly and enables users to feel in charge of their energy. You'll join a small team uncovering and visualising user journeys and touchpoints, in particular looking at how people interact with their energy account We're building the future of our business and we've a lot to do. We're looking for a researcher who loves being out in the field collecting data as much as they enjoy coordinating research. You'll help us better understand our customers and how we can support them adapt their energy habits so we can power the UK's clean energy future. You'll coordinate planning, analysing, and communicating research, and identifying where it's needed. We hope that you are visual while explaining ideas/thoughts.. even a scribble or doodle would be awesome. You'll be passionate about Quantitative data as much as about qualitative data and are able to draw great insights from both. As we are an agile team and really believe in this methodology , we hope that as a researcher you would embrace and would have the ability to break a big piece of research into smaller chunks before making sure that the learnings feed into the product cycle. We hope that you bring the whole team on the journey towards user research and help each team member understand the user's perspective. You'll work in London, and collaborate with people across the UK. Learn more about working in the OVO family of companies at ovoenergy.com/careers and Glassdoor. We were delighted to receive a 2018 Top Employers certificate, and to be named uSwitch's 2019 Supplier of the Year. ----- Diverse teams are the best teams. Only when we represent everyone, can we create services which benefit everyone. We're keen to meet people with varied backgrounds: the more inclusive we are the better our work will be. We understand some people may not apply to jobs unless they tick every box. And we know 'normal' office hours don't work for everyone, so we're open to discussing flexible working requests. If you're excited about joining us and think you have much of what we're looking for, even if you're not 100% sure... we'd love to hear from you. ----- Your objectives * reveal our customer's needs and frustrations so we can better help them take charge of managing their energy account * engage with a diverse range of research participants across all demographics and abilities * ensure insights are actionable and influence teams' prioritisation and workflows * find engaging ways to share findings across the organisation What you'll be doing First three months * immerse yourself in the energy industry and our market landscape - be curious! * meet your product team and stakeholders, and understand the programme of work * conduct moderated usability testing to get your bearings and drive out research questions * create an initial research plan and start feeding findings to the relevant teams * get to know your colleagues, and connect with our wider research and design community Within six months * get people out of the office and into customer's homes * use a range of research methods to show OVO how customers think about things like energy tariffs, direct debits, exit fees, and cross-selling services * coordinate and drive continuous research across multiple product teams * work with your product managers to help move teams to question-based roadmaps * involve everyone in a culture of collaborative research and testing You'll love working with us if you ... * have a passion for understanding real people's real problems, and an ability to coach the people you work with not to jump to solutions too quickly * have a critical thinking process and enjoy studying problems to puzzle out the challenges * recognise assumptions (including your own) and seek ways to try and invalidate them * have a diverse and evolving toolbox of methods and techniques for visualising problems, user journeys, and interactions, as well as for developing and testing

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