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Senior UX Researcher

Leuven, Vlaams Brabrant
Voor een klant gelegen te Leuven  zoeken we een UX Researcher Sr.

Are you driven by customer research?
Familiar and adept with the toolbox of UX research?
A crack at setting up and conducting customer research?
Do you already have a few years of work experience behind you?
Do you feel like working in a fun and dynamic team?
Do you want to help make the new innovations within KBC customer-oriented?

Then this vacancy might be something for you?

As a UX researcher, you will be part of the customer experience segment of the Transformation Strategy & Customer Experience service, in C25. Within this team we work with the Service Design methodology. This is the methodology we use within KBC to design the customer experience.

- We work mainly in the early stages of ideas and projects. What problems are we solving for the customer? What do the high-level solutions look like? What are the concrete first steps?
- The assignments come to us in different ways. Per wave, a number of projects get a quick start to feasibility via service design dive-ins. This is done using a format that we adjust and improve wave after wave.
- In addition to the fixed formats that we have developed, we also receive requests from transformation teams for support. You then come up with your own logical approach. You do that on the basis of one or more workshops with the right participants. Workshops that you facilitate yourself

Your workplace is in Leuven (Brusselsesteenweg 100) and easily accessible by public transport. You’re also able to work from home a couple of days a week.

• First and foremost, you are the specialist in customer-focused research.
- You support the different roles of the project teams in determining the right mix of customer research in order to involve the customer in the project in the most objective way
- You deepen the knowledge of the SD team with your years of experience in UX research. You are a specialist in this.
- You are responsible for the further development of customer research and its implementation in the organization
- You guide UX and policy staff in conducting interviews, surveys, Ulabs and data research.
- Increase the knowledge of the Service Design team about user research
- You share your extensive experience in user research with your own team en support other teams!!
- You support the policy makers (they work on innovation projects within KBC) in detecting the real needs of the customer through user research.
- You help evangelize the data driven approach to product development
- In addition, you have a coaching and facilitating role to connect different roles in the organization (in project teams, transformation teams...). This means that you are quick to move along in different contexts and contents. You keep the helicopter view and can zoom in and take off when needed.
- You actively coach other employees, helping to propagate and roll out service design within the organization:
- You do hands-on coaching of concrete projects using service design tools (short term)
- You increase the Service Design knowledge and maturity on user research.
- You will work in close consultation with an internal Service Design coach
- You are involved in the early project phase

- You are a crack at customer research. Both desk and field research.
- You have years of hands-on experience in surveying customers within developing new services and improving existing ones.
- You are fascinated by the rapidly changing digital world.
- You have strong communication skills - You communicate fluently with your colleagues who have different roles, such as UX designers, product developers, marketers, data scientists, business architects, policy staff ... In general, you are someone who always establishes clear and respectful contact.
- You work systematically - a service design process follows a systematics that always comes back. You use a sort of peg, a framework, which can be filled in differently depending on the problem.
- You are very empathic. You can easily put yourself in the users' shoes.
- You are a self-starter.
- Working under time pressure is not a problem for you and you can easily deal with resistance.
- You like to be in front of a group and you can steer them without being the content expert.
- You are a group person and get energy from making people work together.

Dutch mandatory

Locatie: Leuven ( 50% onsite)
Periode: ASAP – 31/12/2022

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