Job summary
We are excited to offer the opportunity to bring on board a 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 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
- 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 (e.g. project teams and senior decision makers), and external audiences (e.g. to other government teams) when required.
About us
At the NHS Business Services Authority (NHSBSA) we deliver a range of essential national services to NHS organisations and contractors, patients and the public.
You may already be using some of our services. Do you have a prescription pre-payment certificate? Perhaps you found this vacancy through NHS Jobs? We're behind these, and much more.
Being one of the UK's Best Big Companies to work for, our values are to be Collaborative, Adventurous, Reliable and Energetic. We CARE about what we do and support each other in achieving our objectives.
Our people are the heart of our organisation. We strive to ensure they feel trusted, valued and empowered. We're passionate about nurturing and developing people. When you join us, we want you to grow, and we offer many opportunities for you to do that.
We welcome applications from people of all backgrounds. With wellbeing and inclusion central to our ethos, our BAME, Disability and Neurodiversity, LGBTQ+, Armed Forces and Women's networks help our colleagues to be their authentic selves at work.
At the NHSBSA we value and respect the diversity of our colleagues and are committed to being a flexible employer. We are proud to offer flexible working opportunities. Whether you're interested in hybrid working, working from home, flexible hours or job sharing, apply today and we can discuss available options with you at the interview stage.
We are the NHS delivering for the NHS.
Job description
Job responsibilities
As a user researcher, you will be helping teams ensure the user is at the heart of what we do and supporting effective digital delivery across its digital transformation projects and the wider health and care system.
You will support the digital project teams by identifying user needs, chiefly through qualitative research. The post holder will generate new and actionable user insights, and will, as part of a multidisciplinary scrum team, enable the design, development and continual improvement of services for users.
You should have demonstrable experience of using a variety of user testing methodologies to reveal actionable user insights.
You will have excellent analytical and problem solving skills, and the ability to quickly develop recommendations based on quantitative and qualitative evidence. You will need to be confident in explaining user needs to senior decision makers, and for acting as a persuasive advocate for those needs both within the team and the department at large. You will also be comfortable working with data, from gathering and analysis through to design and presentation.
You should have a proven track record of working collaboratively to carry out user experience research projects in an Agile working environment.
You will be joining a friendly department that has a reputation for driving digital innovation.
In this role, you are accountable for:
- 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 (e.g. project teams and senior decision makers), and external audiences (e.g. to other government teams) when required.
- Knowledge and experience of best practice user research methodologies and analysis techniques to reveal actionable insights.
- Having assimilated user insight from multiple sources, to determine gaps and develop recommendations for further research based on evidence.
- Effectively deliver user research projects within deadlines, maintaining a focus on results despite unforeseen challenges and setbacks.
- Demonstrable experience of coaching, mentoring and/or advising colleagues on best in practice methodology and able to transfer knowledge effectively to others.
- Able to present, explain, defend and simplify complex research to ensure comprehension and understanding among both research literate and non-research literate colleagues.
- Participate within Communities of Practice.
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: Service Delivery Lead and Line Manager
Key relationships and connections:
- Patients, Health Care Professionals and other NHS colleagues
- Digital project teams (Product Owner, Delivery Manager, Designers, Developers, Testers)
- Internal and external stakeholders
Non-profit organisations e.g. Citizens Advice
Job description
Job responsibilities
As a user researcher, you will be helping teams ensure the user is at the heart of what we do and supporting effective digital delivery across its digital transformation projects and the wider health and care system.
You will support the digital project teams by identifying user needs, chiefly through qualitative research. The post holder will generate new and actionable user insights, and will, as part of a multidisciplinary scrum team, enable the design, development and continual improvement of services for users.
You should have demonstrable experience of using a variety of user testing methodologies to reveal actionable user insights.
You will have excellent analytical and problem solving skills, and the ability to quickly develop recommendations based on quantitative and qualitative evidence. You will need to be confident in explaining user needs to senior decision makers, and for acting as a persuasive advocate for those needs both within the team and the department at large. You will also be comfortable working with data, from gathering and analysis through to design and presentation.
You should have a proven track record of working collaboratively to carry out user experience research projects in an Agile working environment.
You will be joining a friendly department that has a reputation for driving digital innovation.
In this role, you are accountable for:
- 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 (e.g. project teams and senior decision makers), and external audiences (e.g. to other government teams) when required.
- Knowledge and experience of best practice user research methodologies and analysis techniques to reveal actionable insights.
- Having assimilated user insight from multiple sources, to determine gaps and develop recommendations for further research based on evidence.
- Effectively deliver user research projects within deadlines, maintaining a focus on results despite unforeseen challenges and setbacks.
- Demonstrable experience of coaching, mentoring and/or advising colleagues on best in practice methodology and able to transfer knowledge effectively to others.
- Able to present, explain, defend and simplify complex research to ensure comprehension and understanding among both research literate and non-research literate colleagues.
- Participate within Communities of Practice.
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: Service Delivery Lead and Line Manager
Key relationships and connections:
- Patients, Health Care Professionals and other NHS colleagues
- Digital project teams (Product Owner, Delivery Manager, Designers, Developers, Testers)
- Internal and external stakeholders
Non-profit organisations e.g. Citizens Advice
Person Specification
Personal Qualities, Knowledge and Skills
Essential
- Excellent analytical and problem-solving skills, and the ability to quickly and accurately develop recommendations based on qualitative, and quantitative evidence.
- Confident in explaining user needs to senior stakeholders and acting as a persuasive advocate for those needs within a project team.
- Develop innovative and creative ways to disseminate research and insight to create impact.
- Understands a range of research methodologies and know which one to apply in a range of circumstances.
- Strong storytelling skills that elicit empathy for the user.
- Team worker, co-operative, flexible, hard working.
- Proactively identifies and documents user needs.
Desirable
- Able to produce artifacts articulating research insights such as experience maps and personas.
- Knowledge of accessibility standards.
- Highly computer literate, familiar with collaboration tools such as Trello and Jira.
Experience
Essential
- Experience of using of a variety of user research methodologies to reveal actionable insights.
- Proven ability to transfer and develop skills/ knowledge within a team, both technically and culturally
- Significant experience of generating analysis and insight from a range of sources including customer data sets, qualitative and quantitative sources.
Desirable
- Agile methodology scrum
- Continuous Integration and Delivery
- Experience of design using GDS standards
- Experience as a principle researcher, solely responsible for research project or multiple projects.
Qualifications
Essential
- First degree or equivalent qualifications and experience in a relevant social sciences related discipline.
Desirable
- Degree in Human Computer Interaction/ Sociology/Cognitive Psychology/Market Research or related field.
- Relevant professional qualifications
Person Specification
Personal Qualities, Knowledge and Skills
Essential
- Excellent analytical and problem-solving skills, and the ability to quickly and accurately develop recommendations based on qualitative, and quantitative evidence.
- Confident in explaining user needs to senior stakeholders and acting as a persuasive advocate for those needs within a project team.
- Develop innovative and creative ways to disseminate research and insight to create impact.
- Understands a range of research methodologies and know which one to apply in a range of circumstances.
- Strong storytelling skills that elicit empathy for the user.
- Team worker, co-operative, flexible, hard working.
- Proactively identifies and documents user needs.
Desirable
- Able to produce artifacts articulating research insights such as experience maps and personas.
- Knowledge of accessibility standards.
- Highly computer literate, familiar with collaboration tools such as Trello and Jira.
Experience
Essential
- Experience of using of a variety of user research methodologies to reveal actionable insights.
- Proven ability to transfer and develop skills/ knowledge within a team, both technically and culturally
- Significant experience of generating analysis and insight from a range of sources including customer data sets, qualitative and quantitative sources.
Desirable
- Agile methodology scrum
- Continuous Integration and Delivery
- Experience of design using GDS standards
- Experience as a principle researcher, solely responsible for research project or multiple projects.
Qualifications
Essential
- First degree or equivalent qualifications and experience in a relevant social sciences related discipline.
Desirable
- Degree in Human Computer Interaction/ Sociology/Cognitive Psychology/Market Research or related field.
- Relevant professional qualifications
