Senior UX Research Operations Manager

UX Research Operations Manager

Ford Credit Europe is at a pivotal moment in time as it undergoes a significant business transformation in an ever-changing digital world. As the financial engine for Ford, Ford Credit is at the heart of the customer experience, transforming the way people access and interact with vehicle finance on a global scale.

The Product Operations team is the heart of an evolving Product Organisation, driving, enabling and supporting change. As the UX Research Operations, you will help build the foundations for how we understand and listen to our customers, with a wide variety of opportunities to establish new practices from the ground up.

This is a 6-month Fixed Term Contract focused on building the foundations of UX Research Operations. This is a high-impact role where you will actively shape our tools, processes and compliance frameworks to unlock the full potential of customer insights. You will be a key player in a dynamic and evolving environment, helping to embed a truly customer-centric culture.

You'll join a passionate and collaborative team based in Basildon, Essex UK, reporting directly to Chiara Gardner, Head of Product Operations, Ford Credit Europe. You'll work closely with talented individuals from Engineering, Design, and other business units, all striving towards the shared goal of revolutionising the automotive financing experience.

Responsibilities

We're seeking someone who thrives in a fast-paced environment and isn't afraid to roll up their sleeves and get things done. While experience is valuable, we're ultimately looking for the right attitude and a passion for making a difference. Here are some areas where you excel:

• You thrive in ambiguity and are a natural problem-solver. You are happy to navigate and solve new problems within a complex corporate environment.
• Whatever your role, you are usually the go-to person in your team to get stuff done when there is no obvious solution.
• You have a deep understanding of UX Research and what product teams need to be successful.
• You are highly organised and great at getting into the details, especially when it comes to compliance and data handling.
• You embrace new technologies and are adept at identifying and implementing tools that enhance productivity and insight sharing.
• You believe in fostering a culture of continuous learning and are passionate about helping teams become more customer-centric.

As our UX Research Operations Manager, you will be the driving force behind creating a well-oiled research machine. You will own the setup of new processes, champion new technologies and be proactive in continuous improvement. Your responsibilities will span four key areas:

• Participant management:
• Identify and build key internal and external participant panels to ensure we have the right people to speak to.
• Establish and manage all compliance, privacy and process needs for participant recruitment.
• Take the lead on sourcing, evaluating and onboarding a dedicated participant recruitment tool.
• Technology and insights:
• Create and manage a central insights repository to ensure research is accessible, searchable and actionable.
• Take ownership of the UX Research tooling landscape, leveraging your understanding of platforms like Dovetail, Askable or similar tools to set the team up for success.
• Ways of working:
• Create valuable, scalable processes that support incorporating more UX Research into the Product Development Lifecycle.
• Design workflows that ensure customer insights are actually actioned by product teams rather than just reported.
• Jump in to solve operational challenges as they arise to enable teams to do their best work.
• Collaboration and culture:
• Partner closely with the Product Analytics Lead and the CX team to align qualitative research with quantitative data.
• Help embed, drive and grow a customer-centric culture across the wider organisation.

Qualifications

We're looking for someone who is willing to get stuck in and is comfortable taking the initiative in an ambiguous environment. The list below is not a checklist, so please do not be afraid to apply even if you only meet some of the bullet points. We are hiring for attitude over experience! We can help you get up to speed, and your learning and development will be supported by the Head of Product Operations.

• Either 2+ years of experience in a UX Research Ops role OR 5+ years of experience as a UX Researcher with demonstrable experience of improving the operations of your discipline (or equivalent experience).
• Deep understanding of UX Research methodologies and the end-to-end research process.
• Experience creating and managing participant pools.
• Experience creating or managing an insights repository.

Preferred:

• Experience operating in regulated, complex environments, including a strong understanding of how to appropriately handle participant and customer data.
• Familiarity with the UX Research tooling landscape

The Company is committed to diversity and equality of opportunity for all and is opposed to any form of less favourable treatment or harassment on the grounds of race, religion or belief, sex, marriage and civil partnership, pregnancy and maternity, age, sexual orientation, gender reassignment or disability.

This position is based in Dunton, and it is expected the successful candidate will be able to attend the Dunton Campus for typically 4 days a week and remain flexible on the days they are required to attend the office according to business requirements.

As part of our pre-employment checks process, successful candidates will be required to undergo a criminal record check. This will be conducted in line with the Rehabilitation of Offenders Act 1974 and applied only to unspent convictions.