Senior User Researcher

3 weeks ago

Newcastle upon Tyne, United Kingdom NHS Business Services Authority Full time

**In this role you are accountable for**: 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. 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. 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.

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. 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.

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. Presenting user research findings and related design/business recommendations and to senior decision makers both inside and outside of the organisation. 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. 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. Training and mentoring junior user researchers and the wider team on user research best practice (e.g.

methodology, ethics, recruitment, outputs) and agile methodology. Stay ahead of the curve in terms of emerging user experience and customer insight techniques and methodology. Propose changes to the Customer Insight policies to improve the service. Build a network of user researchers across the NHS, GDS and public sector to share best practice and learning.

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.

Agencies and suppliers as necessary

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