NHS England

Lead User Researcher

NHS England
Leeds, England
Posted on:
December 28, 2021

Our OrganisationNHS England and NHS Improvement came together on 1 April as a new single organisation. The NHS Long Term Plan focuses on delivering integrated care to patients at the local level and we can best support the NHS to deliver this as a single integrated organisation.At the NHS, we are reminded every day of how important life is.

As a flexible working friendly organisation, we want to be sure that you can work in a way that is best for us and for our patients, and for you. Speak to us about how we might be able to accommodate a flexible working arrangement whether thats job share, part time or another flexible pattern. In addition, although the role advertised may have an home office base indicated, we remain committed to supporting flexibility around workplace locations. If it works for the service, we will do our best to make it work for you.Our new operating model represents a strong shift to regional delivery supported by expert corporate teams. Local health systems are supported by our integrated regional teams who play a major leadership role in the geographies they manage. We are jointly committed to creating and maintaining a fair and supportive working environment and culture, where contributions are fully recognised and valued by all and staff feel empowered to carry out their duties to the best of their abilities.

As employers we are committed to promoting and protecting the physical and mental health and well-being of all our staff. This underpins our values as set out in the NHS Constitution, supports us to be an Employer of Choice and ultimately enables our employees to support the effective care of our patients.

This is an exciting new position at NHSX to lead research to understand current and future user needs for national digital channels and utilise this to inform their strategic direction. Mission 2s aim is to empower people to self serve and self care by providing access to information and services directly through digital means. In doing so we aim to deliver an improved experience of the NHS for people, improved health outcomes for the population and efficiencies for the system. Understanding and delivering against this requirement is important in achieving the strategic vision set out in the NHS Long Term Plan and Secretary of State Tech Plan. Mission 2 works closely with colleagues across NHSX, NHS England and Improvement (NHSE/I), NHS Digital and other partners. Within the wider system Mission 2 works alongside NHS regions, sustainability and transformation partnerships (STPs), integrated care systems (ICSs), Trusts and Clinical Commissioning Groups (CCGs), and with representatives of patients, suppliers and charities.

The team is responsible a number of major transformation workstreams, and its senior leaders act as Commissioners and Senior Responsible Owners (SRO) for: NHS AppNHS.ukNHS login and NHS Account Wellness and prevention programme NHS national digital channels already provide millions of people with health information and access to NHS services. NHS.uk receives over 90m visits each month NHS App has over 8m registered users More than a third of adults in England have created an NHS login The next stage of our journey is to build on this scale and breadth to drive consistent customer experience - to make it easier for people to know where they are in their journey, to feel known and understood and to have control of their data and who it is shared with.

Key words specific to role:

The Lead User Researcher will be responsible for understanding current and future user needs for national digital channels. This role is critical to understanding the Voice of the Customer and informing future strategic direction. The post holder will undertake or coordinate research and work with users to understand how people want to, and would, interact across and between our channels so that we can provide the best multi-channel experience and how personalization through the NHS App and NHS website might best meet their needs. To understand the Voice of the Customer the potholder will; Establish mechanisms to get regular user feedback, including in real time through our national channels, surveys, research Set user research direction, planning and leading user research activities across teams and organizations, assuring the quality of delivery and developing and assuring good user research practice. Have significant hands-on user research experience and being able to provide user research leadership with teams. This includes strong practical inclusive user research skills with the judgement to create the most appropriate user research approaches at the right time. Proactively liaise and join up with other delivery teams across NHSX, NHS Digital and other national organisations to ensure the end to end journeys of all users are considered. Manage user research staff and work (in house or/and contract) within Mission 2 Lead analysis of multiple sources of user feedback e.g. ratings and reviews, user research findings, survey results to provide meaningful insights Carry out user research in a large range of settings, potentially encountering sensitive situations and vulnerable audiences. Carry out user research with all segments of users including those that are harder to reach and potentially digitally excluded or experiencing health inequalities Make best use of extensive existing research - collating and utilising existing research, interpreting it for different purposes, understanding gaps, utilising multiple methodologies to address them and giving insight to inform strategic direction Fixed-term contract due to programme funding Our commitments to youWe are passionate about creating an inclusive workplace that promotes and values diversity.

We know through experience that different ideas, perspectives and backgrounds create a stronger and more creative work environment that delivers better patient outcomes. We welcome applications irrespective of people's age, disability, sex, gender identity and gender expression, race or ethnicity, religion or belief, sexual orientation, or other personal circumstances. We have policies and procedures in place to ensure that all applicants are treated fairly and consistently at every stage of the recruitment process, including the consideration of reasonable adjustments for people who have a disability.

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