UX Designer - OVO Energy - Bring Your Energy to OVO

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UX Designer - OVO Energy - Bring Your Energy to OVO

London, W11

£Competitive

OVO’s UX community is growing and we’re looking for someone to join the product team responsible for our customers’ online account. You’ll be helping us better understand our customers so we can help power the UK’s sustainable energy future.

Our customers tell us energy is confusing: it’s hard to feel in control of it, and bills are difficult to understand. Since 2009 we’ve worked hard to make things simpler. We’ve made great progress through our self-service account, where 680,000 of our customers can tell us what energy they’ve used, adjust their payments, and get insights into their usage and charges. And when they need assistance, our award-winning customer care team will support them. But there’s much more we can do. You’ll pair with our Senior UX Designer on the information architecture and interface design, map and assess our customer experience, work with the team’s Researcher to bring everyone closer to their users, and always be our customers’ champion in the room.

You’ll work in London, and also collaborate with colleagues in Bristol.

Your objectives

- reveal our customer's needs and frustrations so we can better help them understand and take charge of their energy " one of the biggest challenges in our industry

- help your product team continuously prioritise work around customer feedback

- identify constructive ways to reduce the volume of customer support calls

- show your team how a rapid and collaborative design process helps focus their efforts

- help the team construct and evolve their first service blueprint

You’ll define, shape, and deliver live solutions for our customers. And you’ll strive to ensure the user experience is consistent, human-centred, and delivers a best-in-industry service.

What you’ll be doing

First three months

- immerse yourself in the energy industry and our market landscape

- meet our customers, and understand the programme of work

- start working straight away on auditing and iterating user flows and interfaces

- closely pair with our Senior UX Designer and Researcher to ensure fit-for-purpose solutions

- get to know your new team, and connect with our wider research and design community

Within six months

- collaborate with developers to ensure feasible and inclusive solutions

- work alongside our customer services team to observe their workflows and frustrations

- help the team evolve their design system so you can test new ideas ever faster

- co-ordinate across multiple agile teams, and with operations and customer care teams

- involve everyone in a culture of collaborative research, design, and testing

You’ll love working with us if you ...

- have a passion for understanding real people’s real problems, and an ability to coach the people you work with not to jump to solutions too quickly

- have a critical thinking process and enjoy studying problems to puzzle out the challenges

- recognise assumptions (including your own) and seek ways to try and invalidate them

- have a diverse and evolving toolbox of methods and techniques for visualising problems, user journeys, and interactions, as well as for developing and testing solutions

- are empathetic with colleagues as well as customers, especially when you’re communicating research findings, explaining the rationale behind a design, or challenging ways of working

- know your strengths, yet recognise there’s always more to learn from others

- are comfortable with change and embrace iteration

UX at OVO means helping teams see their product through the eyes of real people understanding their context, motivations, and needs"so we can improve things for everyone. Our Researchers and Designers use whatever methods and media are best suited to the challenge, and contribute to strategic choices about where user experience improvements could have the greatest impact. We like to use pair design, love design workshops, and put participants at the centre of our research. We fall in love with the problem, not our solutions.

OVO believes in fuelling human progress with clean and abundant energy for all. We were set up to challenge the status quo: to be the good ones, always find a way, and build something great. We embrace simplicity, transparency, and treating people and our planet fairly. And we understand that attracting and keeping the best talent is key to our bright future, so our people will always share in our success. We celebrate diversity and value equal opportunity: the more inclusive we are, the better our work will be. We want to build a team which represents a variety of backgrounds, perspectives, and skills, and we decide

employment on the basis of merit and potential. So send us your resume. Ask lots of questions.

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This vacancy is being advertised by Webrecruit. The services advertised by Webrecruit are those of an Employment Agency.

Additional Keywords: UX Designer, Principal UX Designer, User Experience Designer, UI Designer, User Interface Designer, Senior Front End Designer, Senior Designer, Lead UX Developer.