Lead User Researcher - #1692010

Department: Design

Employment Type: Full Time

Location: Cardiff

About Confused.com

Confused.com is the UK’s first comparison platform for car insurance. We’ve been helping customers since 2002 by empowering them to make better decisions around insurance and financial services. Our mission is simple: take away the confusion when comparing financial products and services to help you save time and money.

About the role

Central to our mission is understanding what current and future customers want and translating that insight into guidance for the business. To supercharge that work, we are looking to hire a Lead User Researcher. Based in the user experience design team and working closely with Product Designers and Managers, you will ensure we are:

Useful - are our services helping users accomplish their objectives?
Usable - can users complete their objectives quickly, easily, and conveniently?
Used - are our services being or will they be used in the manner we intended?

• Set, maintain, and iterate standards for the user research practice at Confused.com.


• Plan, design and conduct a range of research methodologies to inform and guide the design and development of product journeys and marketing communication.


• Translate your findings into actionable insight that you will share across the organisation, with a focus on promoting this user centred insight as key tool for business decision making.


• Guide and mentor colleagues on research best practices.


• Collaborate with our customer insight team to gather deeper insights and increase effective cross-team ways of working.


• Support teams to build accessible digital products by including participants across the full range of our customer base.


• Work collaboratively in a multidisciplinary delivery team, including designers and product owners, to define research plans.


• Occasionally lead and support the product design teams’ work running workshops using HCD to find solutions to problem statements.

• Skilled in qualitative and quantitative research methods, and analysis of research data.


• Strong understanding of user experience best practices, and a commitment to staying up to date with industry trends.


• Understanding of the digital customer journey for purchasing and managing UK based insurance, financial and/or home services (whether from professional work or personal use as a consumer).


• User-focus with the ability to push back and advocate for their needs.


• Solid business acumen through conducting User Research in a commercial setting.


• We use Figma, Usertesting.com, and Dovetail so experience using this would be great but not a must.

You don’t need to tick off everything on this list - so don’t let that hold you back from applying. There are plenty of opportunities to learn with us!

We want to give you a great work environment; contribute back to both your personal and professional development; and give you great benefits to make your time at RVU even more enjoyable. Some of these benefits include:

• Employer matching pension up to 7.5%


• Hybrid approach of in-office and remote working, and a “Work from Home” budget to help contribute towards a great work environment at home


• Excellent maternity, paternity and adoption leave policy, for those key moments in your life


• 25 days holiday (increasing to 30 days) + 2 days “My Time” per year


• Up to 30 days per year “working from anywhere”


• A healthy learning and training budget


• Electric vehicles scheme


• Health insurance


• Access to the Calm and Peppy app for physical and mental health


• Regular events - from team socials to company-wide events with insightful external speakers, we want to make sure our colleagues continue to feel connected