Job Title: User Researcher
Working Pattern: Standard week 37.5 hours
Job Type: Permanent
As a User Researcher you will:
- Generate new and useful user insights and translate them into features and actions that will allow service/product managers to iteratively improve their service for users.
- Plan, design and conduct in-house research to test new service ideas and concept development (including user requirements gathering, early-stage concept, and prototype testing, guerrilla research and usability testing sessions, and other approaches to ensure the user need is fully understood in the service design).
- Lead the formal usability testing process for a digital service - from developing user recruitment briefs through to test moderation, analysis, and report writing.
- Work with Service/Product Managers to devise appropriate research strategies to generate focused insights and to convert concepts into high-quality stimulus material.
- Work closely with designers, business analysts, and software developers to turn user data into actionable user stories that influence product/service direction and prototype development.
- Design, script and analyse ad-hoc quantitative surveys.
- Manage ad-hoc qualitative/quantitative research projects such as proposition development, visual identity and customer experience mapping.
- Present findings, recommendations and customer insights to senior decision makers.
- Manage day-to-day operations with a range of usability and market research agencies with accountability for schedules, value for money and deliverables.
- Have excellent interpersonal skills and the ability to quickly develop strong working relationships in high-pressure environments.
- Be involved in the wider user research community (outside of HMRC and the government) identifying good practices we can adopt and sharing our experiences.
- Share knowledge of tools and techniques with technical and non-technical team members in the wider HMRC digital team and across government, acting as mentor to other junior user researcher(s).
Skills and Experience
- Proven experience of using a variety of usability testing methodologies to reveal actionable customer insights and gather user needs for web-based services.
- Proven experience of creating research strategies/approaches.
- Proven experience of managing, executing and analysing usability test sessions, and facilitating workshops.
- Excellent analytical and problem solving skills, and the ability to quickly develop recommendations based on quantitative and qualitative evidence.
- Confident in explaining user needs to senior civil servants and acting as a persuasive advocate for those needs both within the team and the department at large.
- Extensive knowledge of human factors, ethnography, and the user-centered design process for product and service design in an iterative development environment.
- Demonstrable knowledge, experience in and passion for user centered design practices.
- Proven experience of audience modelling and developing design personas.
- Experience across web content, tools and transactional services, especially those with complex user journeys (involving development of a logical sequence of steps to complete transactions).
- Comfortable working with data, from gathering and analysis through to design and presentation.
- Comfortable in the capacity of mentor for other user researcher(s).
- Degree in HCI/Usability/Cognitive Psychology/Market Research or related field
- Experience of working in an agile development environment with designers, business analysts and developers to create new digital products and services
- Experience of identifying user needs of users with accessibility requirements.
- Collaborating and Partnering
- Seeing the Bigger Picture
- Delivering at Pace
The role will be based in Telford but some travel to other parts of England will be required to liaise with the HMRC customer.