Senior User Researcher

Job summary

We are excited to offer the opportunity to bring on board a Senior Research Officer. As a digital team we are continuing to expand our growing team. As a Senior Research Officer, you will be responsible for carrying out user research across its digital transformation projects.

What do we offer?

27 days leave (increasing with length of service) plus 8 bank holidays Flexible working (we are happy to discuss options such as compressed hours) Flexi time Hybrid working model (we are currently working largely remotely) Career development Active wellbeing and inclusion networks Excellent pension NHS Car lease scheme Access to a wide range of benefits and high street discounts

Main duties of the job

This role supports the Digitisation Strategy of the NHSBSA. The post holder will be responsible for managing a user experience research team, undertaking user research activities on their own projects, and providing training and mentorship for user researchers within the organisation. The post holder will ensure the team generates new and useful user insights through mainly qualitative research, using agile research methodologies, translating these into features and actions that will enable our services to develop and iteratively improve their digital services for customers. The post holder will be able to drive the day-to-day management of tasks while maintaining a wider vision of the Digitisation Strategy and business goals and objectives.

You should be educated to degree level and have extensive qualitative and quantitative research experience. You will have undertaken specialist Government Digital Service (GDS) research training and prior experience of having services assessed at GDS assessments. You will have demonstrable user experience research and insight experience gained within a service organisation. You will have a proven track record of working collaboratively to carry out user experience research projects in an Agile working environment.

About us

Here at the NHS Business Services Authority (NHSBSA), what we do matters.

We manage the NHS Pension scheme, process prescription payments and much more. Our services are used by NHS organisations, contractors and the public: we take pride in being part of something so meaningful, that touches millions of lives.

Just as we design our services around the needs of our customers, we place our people at the heart of our organisation. That's why when you join us, you'll be empowered and given the right support to help your career grow.

As one of the UK's Best Big Companies to work for, we're all connected to our values: Collaborative, Adventurous, Reliable and Energetic. We care about our people, our purpose, and your progress.

We strive to offer a fantastic colleague experience, where every voice is heard, and every colleague is supported and respected. Wellbeing, diversity and inclusion is at the centre of this, so when you join us, you can connect with our Lived Experience Networks who help us to bring our authentic selves to work.

We welcome applications from people of all backgrounds and circumstances. We are committed and proud to be a flexible employer and will endeavour to offer a working pattern that suits you wherever possible, whether that be hybrid working, flexible hours, job sharing and more.

Ready to join us on our journey to be a catalyst for better health? Apply today and see where the NHSBSA can take you.

We are people connected to care.

Job description

Job responsibilities

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 ( 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 to the 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 Lead Key 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

Essential

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

Desirable

Familiar with collaborative tools such as JIRA and Trello

Experience

Essential

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 ( methodology, ethics, recruitment, outputs) and agile methodology

Qualifications

Essential

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

Desirable

Relevant professional qualifications (MRS or similar)

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