User Experience Researcher

Telford, England
Posted on:
August 18, 2022

Location: Remote with occasional travel to Telford Head Office (2 to 4 times per month)

Salary: £37,651 - £45,016 per annum

Hours: 35 hours per week

Contract: Full Time Permanent

At PDSA, we care for sick and injured pets every day – saving lives and keeping pets happy and healthy. We support 2,000 colleagues across more than 150 UK locations to help millions of people every year.

Digital, Data and Technology enable and underpin every aspiration and ambition of PDSA. We keep our colleagues connected and bring us closer to the people, pets and communities we serve. Can you implement user research methods to deliver actionable insights improving the customer experience?

PDSA has begun a Digital, Data and Technology transformational journey. Over the next 5 years, we will fundamentally reimagine and redesign to deliver truly exceptional systems and services, enabling the realisation of all of our organisational goals.?

We are looking for our first dedicated user experience researcher to champion the perspective and experience of the user for all processes and systems in our new Digital, Data and Technology (DDaT) Directorate. You will be the bridge between user experience and technical implementation. This is an exciting position, and you’ll have the opportunity to play an integral role in developing insight and understanding of our stakeholder problems informing decision making, action and solutions.

We’re building an energised team, with a focus on innovation and the best of class service delivery. The DDaT User Experience Researcher reports to the new Digital Solutions Manager who leads a brand new team. The Digital Solutions team will scope and deliver the Digital Transformation programme, an ambitious and growing collection of ground-breaking projects, through Agile and Service Design methodologies. The Service team, with our managed service partners, provide 1st, 2nd and 3rd line incident management, request fulfilment and applications support to approximately 2,000 PDSA colleagues in more than 150 UK sites. Our Admin team supports the financial management of the directorate, acquisition and deployment of devices to PDSA locations and colleagues working from home. These new teams sit alongside existing Application, Website, Infrastructure, Security and IT PMO teams within the wider DDaT directorate.

This is the beginning of our transformational journey; people who join us now will shape the future for the organisation.

To succeed, you will have proven success in how to:

· Engage and communicate with a range of stakeholders and audiences building credibility quickly

· Be an advocate for stakeholder needs, wants and preferences, ensuring the solutions we provide are the best they can be for individuals and can scale for the whole organisation?

· Deliver positive and sustainable change whilst being sympathetic and mindful of the impact on all stakeholders

· Contribute to multiple agile and transformational projects using your knowledge of qualitative research methods to gather information encompassing primary, secondary, synchronous and asynchronous research

· Use data and metrics to provide insight influencing management and organisational decisions

A professional service design or agile qualification would be desirable to support success in this role.

In return, we offer a competitive salary, flexible working options and a wide variety of benefits, including:

· 25 days holiday per year plus statutory bank holidays with the option to buy and sell holiday

· An additional Wellbeing day and a discretionary leave day set by our Director General

· Contributory Pension Scheme with complimentary Life Assurance (4 x Annual Salary)

· Employee Assistance Program and Online Wellbeing Centre

· Wide range of Discounts at Retail, Holiday and similar organisations

If you’re ready for a challenge and are excited by the purpose and values of PDSA, then please find out more by contacting the team at digitalcareers@pdsa.org.uk.

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