UX Lead

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Date: Jun 22, 2022

Location: London, GB

Company: Springer Nature Group

Springer Nature opens the doors to discovery for researchers, educators, clinicians and other professionals. Every day, around the globe, our imprints, books, journals, platforms and technology solutions reach millions of people. For over 175 years our brands and imprints have been a trusted source of knowledge to these communities and today, more than ever, we see it as our responsibility to ensure that fundamental knowledge can be found, verified, understood and used by our communities – enabling them to improve outcomes, make progress, and benefit the generations that follow.

Visit: group.springernature.com and follow @SpringerNature

UX Lead - Customer experience 


We’re looking for a very senior and versatile UX designer and strategist to join our growing global UX team at Springer Nature. The job is currently remote. When we’re allowed back to the office, the job is based in one of our offices - either  Kings Cross, London, Berlin or Lisbon.  You will be working with colleagues in Berlin, Heidelberg, New York and Pune, so expect some travel.

 

Visit sndigital.springernature.com to learn more about who we are and what we do.

 

The Work

 

We work for an audience of millions of researchers across the world and offer a portfolio of products and services covering all aspects of publishing and how it supports research careers. You’ll be working within SN Digital to establish a more user-focused way of working, developing and aligning our experience goals with the business strategy and the delivery work of our teams.  Our aim is to show the path and remove obstacles from achieving an excellent experience for our users and customers. 

 

Our new Customer Experience Group team members will get to apply their analytical thinking, use and grow their research and design skills, to create clear and trustworthy information about the experience of our products overall for our users. You will help us to define the experience direction that our products will work towards and how we might get there.

 

The types of work this team will look at will most likely be a service that straddles multiple domains and business areas, or a new technology that impacts the experience of multiple services. This will include the work on the institutional user experience. This is a new area of focus where we want to build an in depth understanding of this space and how this knowledge should change how we might deliver services and help reach our goals (most importantly the transition to OA).

 

Your work will be research-driven. You yourself will have good research skills or you are able to solicit the right research at the right time when you need to. You will also be able to work with ideas to try things out when appropriate and work with your immediate team, and the delivery teams to make that happen.

You will be happy working both independently and collaboratively - depending on need.  Your principal collaborators will be within digital but you can expect to work with a wide range of business areas, from marketing to publishing to customer services. 


What you’ll be doing
 

Within 3 months 

 

  • Kick off  work on the ‘Institutional User experience’  - aka who our users are, what they need and how they work, where SN are not meeting those needs and opportunities we may have. 
    • Work with the rest of the team to analyse and gather existing information we have against the area we are looking into
    • Identify relevant business goals, and look for practical ways to untangle tensions and contradictions in approaches that affect the experience we can deliver. 
    • In collaboration with the author experience stream and working with other vision/strategy pieces (e.g. the Clear Left work, the direction work happening in china) work to show what we need to achieve 
    • Begin to plan out how, and start to work with impacted areas on getting there - balancing pragmatism with the end goal.
  • Know when and how to engage with stakeholders to get them aligned with the customer experience outcomes we want to achieve
  • Work with your immediate team members to support, critique and evaluate work in progress in an ongoing way. 
  • Partner on the other CEG streams of work (Author and Research Engagement) where needed, identifying areas of needed collaboration as well as responding to requests
  • Actively collaborate and communicate to prevent silos between CEGs. 
  • Contribute to the team’s overall roadmap - understand our definitions of success and contribute to how we measure those 
  • Contribute to/run/lead large scale workshops where needed. 
  • Get comfortable with a style of delivery that requires a high level view of “delivery” as value to the business  and requires an ability to step back and allow the teams to work on the problem areas you define.
  • Engage with discussions and idea creation of the team’s ways of working (trust building, experiment with communication and goal setting techniques)  


Within 6 months 

 

  • Have developed a sophisticated understanding of how our customers engage with our brands and services and how they use them in practice - through research and working closely with design, brand and other areas and from your own observation.
  • Have significantly influenced and supported a practical understanding of what needs to be done re: ‘the institutional user experience’ with relevant teams and business areas, able to confidently discuss it.
  • Worked to define success measures for the ‘institutional user experience’ and how they might be assessed. 
  • Have contributed to relevant roadmaps, and know where you need to contribute further
  • Shape direction with the wider team by thinking critically about how we might improve the experience overall in ways beyond immediate delivery  - capabilities, structures etc...
  • With the team, learn, reflect and be open to discussion about both the experience of our products, where they can go, and how we can avoid patterns of work that corrode our services in the future. 

 

6 months +

 

  • Continue to expose, visualise and champion the actual experience and show what it needs to be to colleagues in Springer Nature Digital and outside. 
  • Continue to iteratively develop and support the direction the the institutional user experience is taking
  • If possible, able to take on new areas of experience to develop in line with our company goals. 
  • Contribute to the creation of a ‘new normal’ understanding of what our customers need from us
  • Actively supporting other designers and colleagues in working in an experience outcome-driven way. 
  • Be active in promoting and socialising good practices
  • Continue to work closely with your team-mates in a supportive, reflective, and future-focused environment.

 

User Research responsibilities

 

You will be responsible for setting research direction for the work with support from Snr Researchers, our Research Lead and UX Leads. They will support you in designing and establishing a research programme to set the strategic direction for the future.  
You will:

 

  • Continue to evolve the research plan. 
  • Work with the Research Lead to create, update and recruit for programme research activities
  • Support recruitment, organising, planning, and help run studies research activities
  • Create a culture of sharing findings within the project, programme, and design teams
  • Get the various teams and business areas involved in research activities where feasible

If you are an internal candidate please inform your line manager of your application.

Interested in hearing more about UK early career opportunities?  Why not follow our early careers page on Hive to find out more:

https://hive.springernature.com/groups/uk-early-careers

At Springer Nature we value and celebrate the diversity of our people. We recognise the many benefits of a diverse workforce and strive for an inclusive workplace that empowers all our colleagues to thrive. Our search for the best talent fully encompasses and embraces these values and principles.