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User Researcher - Service Design

Posting Country:  United Kingdom
Date Posted:  23-Sep-2021
Full Time / Part Time:  Full Time
Contract Type:  Permanent

At Vodafone, we’re working hard to build a better future. A more connected, inclusive and sustainable world. As a dynamic global community, it's our human spirit, together with technology, that empowers us to achieve this. 

We challenge and innovate in order to connect people, businesses, and communities across the world. Delighting our customers and earning their loyalty drive us, and we experiment, learn fast and get it done, together.

With us, you can be truly be yourself and belong, share inspiration, embrace new opportunities, thrive, and make a real difference.


Location: London, The Speechmark (Blended - defined below) 
Salary: Competitive + Benefits   
Hours: 37.5 hours Monday to Friday (Full-time)   
Safety Notice: To ensure candidate and employee safety, we are continuing with our virtual hiring and onboarding processes until further notice. 

We innovate, invent and continuously improve, Vodafone UK Digital works within the heart of our business. Empowering Vodafone’s mission of being a digital-first company is in everything we do.


What will you be doing?  
As a User Researcher for Service Design, you’ll be working across a variety of platforms and products, testing and gaining insights that reveal the motivations and behaviours of users when they interact with us using the latest technologies.


You will lead a project to map complex service environments and requirements, collaborate closely with product teams, research and design multi-touchpoint end-to-end cross-channel experiences and solutions together with customer experience stakeholders and analysts. 


You will plan, design and prepare a range of user research activities to support the design and continuous enhancement of service and customer journey maps. You will collaborate in developing and executing user research studies with a range of qualitative and quantitative methods, including user testing, contextual enquiry, and other methods, to support data-driven service design projects. 


Who are we looking for?   

  • Experience in designing and mapping end-to-end services, including from the basic concept through to final delivery.
  • Experience creating high-quality artefacts such as experience maps and service blueprints.
  • Ability in leading design, mapping and co-creation workshops with stakeholders and users.
  • Excellent collaboration and stakeholder management skills
  • Strong communication, critical thinking and creative problem-solving skills
  • Experience in analysing and interpreting user requirements and data to be applied in highly complex business areas.



Vodafone UK’s blended working approach means you’ll come to your contracted hub location office as and when needed to get things done for your role and for tasks that require it, otherwise you will be able to work from home. Our ‘Office in a Box’ home-working kit will be available for all who need it during your onboarding journey.  

What’s in it for you? 
An excellent remuneration and bonus package with 28 days holiday entitlement, in addition to bank holidays and paid leave for charity projects. We offer an extensive and flexible benefits package that can be tailored to suit you and your family. We’re proud to provide a Reconnect programme with flexibility for individuals returning to work after a career break. From our market-leading parental leave policies through to employee discounts, retail vouchers, pension plan and share schemes we are committed to supporting you throughout your career with Vodafone. 

Together we can 


Vodafone is committed to attracting, developing and retaining the very best people by offering a motivating and inclusive workplace in which talent is truly recognised and rewarded. We are committed to promoting Inclusion for All with the belief that diversity plays an important role in the success of our business. We actively encourage everyone to consider becoming a part of our journey.