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Research Lead

Posting Country:  United Kingdom
Date Posted: 
Full Time / Part Time:  Full Time
Contract Type:  Permanent

Our purpose at Vodafone is to connect for a better future. As a Global Communications Technology company, we put the customer at the heart of everything we do. We are forever challenging, pushing boundaries and discovering innovative ways to connect our customers with their digital societies.

We connect people, businesses, and communities across the globe to create the future. We earn customer loyalty, experiment, learn fast and get it done, together.

Join our journey as we connect for a better future. Ready?


At Vodafone Group, we build connections to all our Global operations, acting as an advisory board to drive consistency and customer excellence across 20+ countries and for over 420 million customers. We are constantly uncovering ways to innovate the way we operate, set our global standards and lead our strategic performance. By joining Vodafone Group, you will be part of evolving our digital world of total communications.
The Group Design Studio is a global Centre of Excellence providing Vodafone Group and local markets with strategic design guidance with a vision to “design innovative experiences people love and connect with”. We strive for experience excellence using the double diamond design methodology and principles. The team collaborates with product, marketing, and technology to increase the value we bring to both our customers and our business.

Role Purpose:

As a UX Research Lead, you will be part of a team of user experience researchers and service designers, working closely with UX and UI designers, product owners and managers, and leaders in digital, customer operations, and consumer services globally.
Your role will be to help us keep our users at the centre of every product, service, and experience we design. You will plan, execute, and deliver a wide range of both formative and summative user research across all phases of the design lifecycle, from ideation through to launch, overseeing research locally in the UK and in Vodafone markets worldwide.
You will make use of our specially designed onsite usability lab; design and run remote quantitative and qualitative UX research with a variety of specialist tools; and make use of a variety of internal data sources that directly capture how well we are doing compared to our users’ expectations. 
As demand for user research and service design evolves over time, you will have the opportunity to support, and potentially lead, the delivery of service design projects. Knowledge, experience, and/or an interest in design thinking / service design will help you be successful in this role.

Key Accountabilities:

• Lead both formative and summative user research activities, including lab testing, remote online testing, moderated and unmoderated testing, benchmarking, surveys, design sprints, field research, etc.
• Collaborate with UX researchers, service designers, UX & UI designers, commercial owners, and senior managers to identify and answer UX research questions on our most strategic products and services.
• Assess and recommend ways to tangibly improve our customer and user experience through feedback and interaction with project stakeholders.
• Act as subject matter expert for UX research by upskilling colleagues in UX research, promoting the application of UX research internally, engaging our global community of design researchers, and ensuring we apply cutting-edge research methods.

Core Competencies:

• Significant experience in a User Experience Research role, ideally with both industry and agency experience.
• Practical experience running and moderating user research as well as managing others (e.g. suppliers or internal staff) to run/moderate research.
• Experience with different types of research methodologies: moderated and unmoderated, in person and remote, summative and formative, qualitative and quantitative.
• Self-starter, tenacious, strong communicator, experienced in stakeholder management.

Must Haves:

• Extensive experience in UX research, leveraging a wide variety of methods
• Design thinking / Service Design experience or qualification is a plus


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.