Junior User Research Officer

Job summary

We are excited to offer the opportunity to bring on board a Junior User Research Officer. As a digital team we are continuing to expand our growing team. As a User 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 holidaysFlexible working (we are happy to discuss options such as compressed hours)Flexi timeHybrid working model (we are currently working largely remotely)Career developmentActive wellbeing and inclusion networksExcellent pensionNHS Car lease schemeAccess to a wide range of benefits and high street discounts

Main duties of the job

Taking responsibility for specific areas of the business and/or projects, and working closely and alongside Service and Project Management teams and Corporate Functions to develop user experience and research needs.

Working with project and service teams to devise appropriate research strategies to facilitate early stage concept and prototype testing, and continual research on design iterations.

Leading the research process from developing a research and recruitment approach, through to fieldwork, analysis and report writing.

Planning and conducting qualitative research to a high standard - from interviewing to moderating workshops and usability testing sessions - to generate actionable insights in support of the development of digital services.

Working closely with designers and developers to turn user data into actionable product/service requirements that feed into prototype development, and influences product/service direction. Ensuring that issues and opportunities are clearly identified and properly reported.

Managing ad-hoc qualitative research projects to explore and ensure we are meeting user and business needs.

Ensure that a wide and varied cross-section of the public are engaged in user research including those with a range of accessibility needs.

Sharing and presenting research findings and recommendations with internal audiences ( project teams and senior decision makers), and external audiences ( to other government teams) when required.

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:

Specialist skills

Assisting the User Researcher with the necessary phases of GDS research ( Discovery, Alpha, Beta) to understand the user needs in relation to the assigned project. This could include face to face interviews, pop up research, focus groups, card sorting, workshops, contextual observations, surveys and comparable analysis as needed.

Organising the logistics of research sessions such as booking meeting rooms and locations and arranging travel to research Arranging equipment such as laptops, cameras, voice recorders and incentives to be available for the research sessions. Taking responsibility for the financial incentives during the research and ensuring the consent forms for incentives are signed and reconciled against the incentive budget.

Planning and preparing for research activities, including recruiting participants and responding to queries, writing discussion guides, and preparing materials. Developing relationships with external organisations such as Citizens Advice, GP surgeries and Pharmacies is important to the role.

Assisting in the running of research sessions, including observing research and taking notes. Information collected during research sessions will often be complex and maybe contentious in some way ( users who have knowingly defrauded the NHS). In addition during the research sessions empathy is required as sensitive personal circumstances may be discussed ( miscarriages, death of a partner etc.) Research sessions will require reassurance to put the participants at ease, and persuasive skills will be required at times to encourage the discussion

Compiles and collates research data and sources. Assists with affinity sorts and team data analysis. Collating quantitative data in spreadsheets and analysing the results using excel functions - prolonged levels of concentration will be needed to ensure Edits video and audio clips and a high level of accuracy is needed when transcribing from audio/video/hand written notes. Responsible for maintaining the tidiness and upkeep of the User Research area of project folder drives.

Work within an agile team attending daily stands, planning sessions, retrospectives and Show and Tells. Multi-tasking is essential as the role involves working on multiple tasks to meet varying This role will liaise with the other members of the agile scrum team ( business, technical and design colleagues) on a daily basis with regular interruptions for meetings and discussions.

Assist the User Researcher by working collaboratively and co-located with all Scrum team members ( Delivery Manager, Service Manager, Business Analyst, UX designer and developers) to turn research into actionable product/service requirements that feeds into prototype development, and influences product direction.

Documents key findings and assists to collate end of project phase reports and outputs. Assist with preparing for service assessments.

Participates in Design & Research community within the organisation by attending fortnightly meetings, along with Show and Tells by other projects.

Working with the User Researcher to identify gaps in existing knowledge to be filled via quantitative or qualitative research.

Assisting in the delivery of user research projects within deadlines and maintaining a focus on achieving the sprint objectives despite unforeseen challenges and setbacks.

Competent user of Microsoft Office programs including Word, Excel and A willingness to learn additional packages such as Trello, Confluence, or Snap Surveys.

Assisting with ad-hoc research as necessary to meet business requirements.

A flexible approach to work is required as this role will involve travel across the UK and to other NHSBSA locations to carry out research. This will involve taking research materials to participants homes/office locations in a variety of setting from city centers to rural locations

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

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

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

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

Contribute to a culture which values diversity and inclusion.

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

Working relationships

Responsible to: Professional Lead for Service Design, Digital Team Manager

Key relationships and connections:Team members, Service Delivery Teams, User Researchers, Team Managers

Person Specification

Personal Qualities, Knowledge and Skills

Essential

oRelevant customer facing experience in a fast paced office environment oBeing the first point of contact for resolving and responding to customer queries oExperience of problem solving and flexible thinking to overcome obstacles in the work environment oHighly computer literate including experience in Microsoft Office programs such as Word, PowerPoint and Excel oKnowledge of qualitative and quantitative oResearch methodologies

Desirable

oExperience of working within a research team within a similar organisation oExperience of accurately analysing data in Excel oExperience of working with Confluence, Trello or Snap Surveys oKnowledge of existing NHSBSA services

Experience

Essential

oExperience in relevant social sciences discipline oRelevant customer facing experience in a fast paced office environment oBeing the first point of contact for resolving and oresponding to customer queries oExperience of problem solving and flexible thinking to overcome obstacles in the work environment

Desirable

oExperience of working within a research team within a similar organisation

Qualifications

Desirable

oFirst degree or equivalent qualifications oFull UK driving license

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