Senior User Researcher

3 months ago

Scotland, United Kingdom NHS Scotland Full time

**3 Positions Available**

**About the Organisation**:
National Services Scotland (NSS) is a national NHS Board operating right at the heart of NHSScotland providing invaluable support and advice at a strategic and operational level. NSS supports customers to deliver their services more efficiently and effectively and we offer shared services on a national scale using best-in-class systems and standards. Our priority is always the same - to improve the health and well-being of the people of Scotland. We do this by working in partnership with colleagues across Health and Social Care to deliver fit for purpose solutions and systems, delivering high quality services that help our stakeholders to free up resources so they can be re-invested into essential services.

As a vital part of NHS Scotland, NHS National Services Scotland’s mission is to enable and support the delivery of better health and better care, working in partnership. We do this by providing a range of specialised support services that enable NHS Boards to focus their efforts on delivering health improvement and patient care.

Programme Management Services (PgMS) are part of NSS. We are one of the fastest growing centres of excellence in transformational change and programme management in the UK. PgMS are a strategic partner for NHS Scotlands health and social care.

We have over 220 staff covering disciplines including project and programme management, business analysis, Lean and user design. Our staff bring extensive experience in the design and delivery of complex national programmes and a proven track record in large-scale transformational change. Our experience includes a diverse range of programmes including the launch of new national health bodies, transformation of patient and diagnostic services across Scotland to the successful delivery of multi-million-pound capital construction programmes.

Recently our work has seen us redesign services to make them more responsive to patient needs, lead strategic programme that will underpin transformative healthcare delivery over the next 20 years as well as harness opportunities and innovations that emerged during the pandemic.
We are proud to be part of the NHS driving change in the NHS.

**The Post**:
The Senior User Researcher role is an established role in our Service Design Hub established in 2019 to embed user centered design approaches in Health and Social Care projects across Scotland.

Our senior user researchers are responsible for designing and conducting research activities which champion the voice of the user. Whether evaluating an existing product or service, or generating insights and ideas for a new one, they are expected to define and conduct whatever research activities are needed to identify opportunities for improvement and innovation.

There is no typical day, customer, or project but the focus is on:

- Planning, designing, and conducting a variety of research across the service design lifecycle ensuring that your plan is proportionate to the customers available resources
- Supporting in the assessing and mapping of user experiences, evaluating user needs, anticipating future requirements, uncovering areas for potential improvement, and the development of to-be product and service visions.
- Developing research frameworks that articulate the plan and process to the customers
- Synthesising qualitative and quantitative data to turn research findings into business recommendations.
- Assessing the potential impact and value of any recommended improvements / innovations.
- Communicating your findings through appropriate research outputs, including user needs and stories, personas, user journeys, service blueprints, design concepts, research reports and presentations
- Running co-design and research workshops with stakeholders to uncover insights, and share research findings and insights.

Managing and reporting to project stakeholders, whist managing your time across other teams.
- You will be an experienced researcher with service transformation experience, who enjoys working in a fast-paced multi-disciplinary team, often on a variety of engagements at one time.
- You have a strong focus on users and advocate for ethical approaches - confident engaging in meaningful interactions with users and seeking the unheard voices in order to develop inclusive design solutions
- You will have skills in data visualisation, story-telling and narrative development to convey relevant insights and messages to inform the redesign of services. You will have excellent communication skills - confident communicating between the technical and non-technical
- You will be comfortable working at pace and delivering the most comprehensive research possible within time constraints
- You will be happy working in a collaborative environment
- You will always be brave enough to ask the right questions and do the right thing
- You are happy working in the unknown and comfortable exploring different solution

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