(This is a hybrid role, and it requires travel to our Cardiff office regularly)
Senior Service Design with User Research Experience (6 month FTC)
About Admiral
There's a reason we've been named one the best places to work in the UK: our progressive culture, core values, and commitment to diversity and inclusion has created a working environment where people share ideas, aren’t afraid to speak up, and above all, feel valued.
Be a Founding Member of Our New User Research Powerhouse!
We are expanding our UX research and service design team dedicated to establishing a best-in-class research practice across the Admiral. As a Senior Service Designer with a passion for service design, you will be a key player in shaping this exciting initiative.
Responsibilities:
Elevate the Research Practice:
- Establish a best-in-class UX research practice, driving its implementation throughout the company.
- Advocate for the value of research, building strong relationships and securing buy-in across departments.
- Develop research frameworks to maximise research impact and deliver demonstrably positive outcomes.
- Own and lead research initiatives that elevate the practice within Admiral and inspire wider industry engagement.
UX Research & Service Design:
- Conduct research using a mix of qualitative and quantitative methods to understand customer needs, pain points, and behaviours throughout the insurance lifecycle.
- Plan and lead generative and evaluative research end-to-end.
- Investigate user behaviour, attitudes and motivations using empirical research based on mixed methods, and through partnering with other data and insight teams
- Integrate primary and secondary data into the insights process to develop a compelling point of view.
Cross-Functional Collaboration:
- Partner with researchers, product managers, designers, data analysts, insight teams and other stakeholders to ensure a user-centred approach to product
- Lead cross-functional teams to map the user experience across all touchpoints, ensuring alignment with business objectives.
- Champion a user-focussed approach with stakeholders, translating research into actionable decisions for product development and service delivery.
Desirable Qualifications
An advanced degree (Master’s or PhD preferred) in one or more of the following disciplines: Human-Centred Design, Human-Computer Interaction, Psychology or Social or Digital Anthropology.
Relevant professional experience may be considered in lieu of a formal qualification in these areas.
Experience:
- Experience & Skills: 7+ years of experience in service design and user experience, including leading end-to-end design initiatives across complex, digital-first service ecosystems.
- Strategic Leadership: Demonstrated ability to shape and deliver strategic service design for large-scale online platforms or digital transformation programs.
- Regulatory Knowledge: Strong understanding of the regulatory landscape in digital services (experience in regulated industries is advantageous but not required).
- Co-Design Facilitation: Proven ability to facilitate co-design workshops, engage senior stakeholders, and build consensus across disciplines.
- Systems Thinking: Excellent systems-thinking skills, connecting user needs, business goals, and technical constraints to create coherent service experiences.
- Communication: Confident communicator and presenter, adept at tailoring complex messages for executive audiences, delivery teams, and non-design stakeholders.
- Collaboration: Passionate about collaboration and agile, iterative delivery, with a track record of working successfully in multidisciplinary environments.
- User Research: Deep expertise in human centred design, with proficiency in both qualitative and quantitative research methods and the ability to translate insights into actionable service improvements.
Why join us?
- Work with a talented and passionate team that is committed to collaboration and innovation.
- Check our jobs site for our range of benefits.
Please note - we may close this vacancy early if we receive lots of applications or business priorities change.
Admiral: Where You Can
We take pride in being a diverse and inclusive business. It's a place where you can Be You, and show up as you are. We’re committed to fostering a people-first culture where everyone is accepted, supported, and empowered to be brilliant. You can, Grow And Progress at a pace and direction that suits you, Make A Difference for our customers and each other, and Share in Our Future with all colleagues eligible for up to £3,600 of free shares each year after one year of service.
Everyone receives 33 days holiday (including bank holidays) when they join us, increasing the longer you stay with us, up to a maximum of 38 days (including bank holidays). You also have the option to buy or sell up to an additional five days of annual leave.
We’re proud of our people-first culture. In fact, we've been recognised as a Great Place to Work for Women, a Great Place to Work for Wellbeing, and an overall Great Place to Work for over 25 years! We’re fully committed to making sure your progression is not slowed or halted by barriers related to race, gender, age, sexuality or any of the protected characteristics.
Our fantastic benefits make sure our colleagues have a great work-life balance; You can view some of our other key benefits here.
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