User Researcher: Employee/CustomerExperience, Service Design, UX

User Researcher: Employee/Customer Experience, Service Design, UX

GSK House/Initially Remote

Contract until End of Oct 2021

Pay: £465/d (Umbrella ONLY)

GSK are in the process of creating two new, leading companies and are therefore transforming the way the Global Support Functions (GSFs – e.g., Procurement, Finance, HR etc.) deliver support day-to-day to employees across GSK. As part of this, a new platform called ServiceNow is being rolled out – which will improve the service management offering provided by the GSFs and, over time, evolve the employee experience, providing a ‘one-stop-shop’ for them to get help or make requests via a Service Portal.

Your Purpose

We have two exciting secondment opportunities (to end October 2021), within the IPT (Innovation, Performance, Trust) Strategy Delivery team. As an Employee Experience Partner, you will be responsible for conducting ‘experience’ related employee research, formulating data driven insights which highlight pain/delight points – these will be used to inform experience related decisions. Having deep listening and observational skills, you will not only understand ‘what’ is good/bad about an experience, but also ‘why’ employees feel it is good/bad. You will partner with the ServiceNow project teams and engage with employees to map current (as-is) and future (to-be) experiences, plus co-create interventions to move to the desired future state. 

Key Responsibilities include, but are not limited to:

• Conduct rapid employee research - synthesise data and information from multiple sources (e.g., desk research, surveys, interviews, remedy ticket volumes, external websites/companies) to formulate experience-related insights
• Produce deliverables to visualise the experience and influence decisions (e.g., personas, pen portraits, empathy maps, experience / journey maps)
• Design and execute experience related ‘testing’ sessions with employees – determine if / where employees have difficulties, identify opportunities to enhance the experience, plus uncover adoption enablers and barriers (be they system, process or behavioural in nature)
• Use a strong data-driven approach to develop and present findings and/or recommendations to key stakeholders. Support the delivery of these recommendations where appropriate, and/or ensure ‘recommendations / fixes’ are added to the ‘project/product’ backlog
• Where appropriate, input into the design of change and communication strategies – to enable the project Change and Communication teams to help employees adopt the new ways of working
• Where appropriate, input into the design of pragmatic experience related feedback mechanisms – influence project/operation teams to ensure data obtained from these feedback loops are reviewed and actioned in a timely and sustainable way

Requirements:

• Significant experience in service design, user experience (UX), customer experience (CX), learning experience (LX) or employee experience (EX), with working knowledge and application of design thinking methodologies
• Proven experience of working on fast paced, complex programmes / initiatives at an enterprise level – confidently delivering pieces of work in days, as opposed to weeks/months
• Proven execution focus with ability to influence and align stakeholders outside immediate reporting line
• Experience in stakeholder engagement and strong facilitation skills, with an ability to inspire and influence others
• Self-starter and leader of initiatives – operating with tenacity, resilience and a fun attitude to work
• Intermediate Powerpoint and Excel skills (e.g. pivot tables, vlookup, conditional formatting)
• Strong project management skills
• Working knowledge of agile methodology and ways of working
• Knowledge of change management methodologies

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