Senior User Researcher

Job description

Job responsibilities

In this role you are accountable for:

1. Leading and conducting pro-active user experience research projects including the creation of user research deliverables to provide in- depth, actionable insight, so that issues and opportunities are clearly identified and properly reported.
2. Planning, designing and conducting interviews, workshops and usability testing sessions to support the design and development of digital services. Leading the user research process from developing the research methodology and user recruitment scripts through to analysis and user research outputs.
3. Conducting in-house research with users to test concept developments and prototypes using a wide range of quantitative and qualitative research methodologies, such as contextual interviews, pop-up interviews, surveys and usability testing, to ensure that user needs are fully understood in the service design.
4. Taking an innovative approach to ensure that all customer groups are represented in the research - testing and using a variety of channels to achieve this. Using hands-on and creative techniques to recruit participants as needed on the project.
5. Working collaboratively with the project team, designers and developers to turn user data into actionable product/service requirements that feeds into prototype development, and influences product direction. Listening to the views of others and able to negotiate complex prioritisation and decision making is a key skill.
6. Effectively delivering user research projects within deadlines and maintaining a focus on results despite unforeseen challenges and setbacks. Prioritisation, time-management, flexibility and perseverance are key skills for the role.
7. Presenting user research findings and related design/business recommendations and to senior decision makers both inside and outside of the organisation.
8. Management, development and supervision of the user research team working on the digitisation projects. This entails monitoring of user research methodologies and outputs across the organisation to ensure robustness of approach and consistency across all projects.
9. Providing advice and guidance across projects on both user research methodologies and GDS standards related to research and deliverables. Ensuring the team works closely with other NHSBSA colleagues in the areas of Customer Insight and Information Services to identify gaps and patterns from different data sources within the organisation.
10. Training and mentoring junior user researchers and the wider team on user research best practice (e.g. methodology, ethics, recruitment, outputs) and agile methodology.
11. Stay ahead of the curve in terms of emerging user experience and customer insight techniques and methodology.
12. Propose changes to the Customer Insight policies to improve the service.
13. Build a network of user researchers across the NHS, GDS and public sector to share best practice and learning.
14. Assist the Customer Insight & Research Manager with monitoring the user research budget.

Specialist Skills:

• GDS trained and with extensive experience across a wide variety of research methodologies for carrying out research to identify user needs following GDS standards.
• Confident in explaining user needs to senior stakeholders and acting as a persuasive advocate for the customer voice within the project teams and wider organisation.
• Develop innovative and creative ways to share user research and customer insight
• Experienced in delivering user research outputs from both qualitative and quantitative research and able to constructively critique methodological and analytical choices taken within the organisation.
• Excellent problem solving and analytical skills.
• Highly computer literate, familiar with the latest user research methodologies and collaborative tools such as JIRA and Trello.

In addition tothe above accountabilities, as post holder you are expected to:

Undertake additional duties and responsibilities in line with the overall purpose of your role and as agreed by your line manager.

Demonstrate NHSBSA values and core capabilities in all aspects of your work.

Foster an environment where your own and colleagues safety and well-being is promoted.

Contribute to a culture which values diversity and inclusion.

Comply with NHSBSA policies, procedures and protocols as they apply to your role.

Working relationships

Responsible to:Senior Design LeadKey relationships and connections: Colleagues and internal stakeholders at all levels across multiple sites including Digitisation teams, Services, Projects, IT, Communication, Contact Centre, Senior Managers and other key stakeholders within the business who will require the insight produced. Agencies and suppliers as necessary

Person Specification

Personal Qualities, Knowledge and Skills

• Excellent problem solving and analytical skills
• Highly computer literate
• GDS trained and with extensive experience across a wide variety of research methodologies to carry out research to identify user needs following GDS standards
• Providing advice and guidance across projects on both user research methodologies and GDS standards related to research and deliverables
• Confident in explaining user needs to senior stakeholders and acting as a persuasive advocate for the customer voice within the project teams and wider organisation
• Experienced in delivering user research outputs from both qualitative and quantitative ? Familiar with collaborative tools such as JIRA and Trello Application Form, Interview research and able to constructively critique methodological and analytical choices taken within the organisation
• Ability to draw together and present reasonable conclusions from a wide range of incomplete and complex evidence and data
• Demonstrable knowledge, experience in and passion for web user centred design practices
• Good attention to detail and able to work to a high level of accuracy
• Good team player, willing to take on extra work and work additional hours as required
• A self-starter, highly self-motivated and disciplined, able to work under pressure and meet challenging deadlines
• Creative and proactive enough to challenge the status quo with a natural curiosity and inquisitive nature
• A high level of confidence and ability to engage with and influence others including senior managers
• Flexibility, perseverance and maintaining a focus on results despite unforeseen challenges and setbacks
• Excellent communications skills

• Familiar with collaborative tools such as JIRA and Trello

Experience

• A user experience professional with demonstrable user research and customer insight experience gained within a services organisation, agency or consultancy
• Track record of conducting pro -active user experience research projects through all stages from research methodology planning through to analysis and outputs
• Proven experience of a wide range of research methodologies such as professional and customer contextual interviews, workshops, pop -up, guerrilla research and usability testing
• Demonstrable experience of working in an agile working environment with Digital project teams including designers and developers to create new digital products and services
• Experience of carrying out assisted digital research
• Presenting user research findings to senior managers and external organisations, being challenged on results and research outcomes
• Management, development and supervision of a small team of user researchers
• Training and mentoring junior user researchers and the wider team on user research best practice (e.g. methodology, ethics, recruitment, outputs) and agile methodology

Qualifications

• First degree or equivalent qualifications and experience in relevant business-related discipline
• Trained Government Digital Service researcher
• Degree in HCI/Usability/Cognitive Psychology/Market Research or related field

• Relevant professional qualifications (MRS or similar)

Certificate of Sponsorship

Applications from job seekers who require current Skilled worker sponsorship to work in the UK are welcome and will be considered alongside all other applications. For further information visit the UK Visas and Immigration website.

From 6 April 2017, skilled worker applicants, applying for entry clearance into the UK, have had to present a criminal record certificate from each country they have resided continuously or cumulatively for 12 months or more in the past 10 years. Adult dependants (over 18 years old) are also subject to this requirement. Guidance can be found here Criminal records checks for overseas applicants.

Employer details

Employer name

NHS Business Services Authority

Address

Stella House

Goldcrest way, Newburn Riverside

Newcastle Upon Tyne

NE15 8NY

https://www.nhsbsa.nhs.uk/what-we-do/work-us