Driver and Vehicle Licensing Agency

User Researcher

Swansea, Wales
Posted on:
September 20, 2022

Job Title: User Researcher

Job Reference: 223020

Location: Swansea

Salary: £26,126


At DVLA, we encourage applications from everyone, particularly groups currently underrepresented in our workforce. We pride ourselves on the positive impact diversity has and promote inclusivity and equality of opportunity for all. Our recruitment process is anonymised, which means that your name, date of birth and other personal details will not be seen by the sift panel.

Do you love to go the extra mile to ensure you give the best service?

Have you got excellent interpersonal skills and are confident to communicate at all levels?

Are you someone who loves to analyse information?

If so, we would love to hear from you!

Job description

This is an exciting and fantastic opportunity as you will play an important part of our organisation, working to develop an understanding of customer views of our service delivery. You will help senior leaders and service designers at DVLA understand what our customers expect from our services, how satisfied they are with them and what can be done to improve them from a customer viewpoint.

If successful, you will work closely with your team to generate the insight and feedback that is provided to our service teams. Supporting them to build a clear picture of their users, delivering User Centre Design (UCD) of DVLA’s services.

You will deliver a range of quantitative and qualitative research methods, revealing actionable customer insights and establishing user needs. Acting as a persuasive advocate for user needs and conducting research, ensuring that our services are simple and accessible to all of our user groups

This is a fast-paced and varied but rewarding role. DVLA is recognised as a ‘Centre of Digital Excellence', and you will be joining a community that actively shares knowledge and ideas, and will be provided with ongoing support and mentoring to develop you as a User Researcher.

Please note: If successful, you will be placed into either the Quantitative or Qualitative Research team which will be determined by the evidence you provide throughout this selection experience.

Additional Information

You will be required to frequently travel within the UK, which may require overnight stays, however, you will be notified in advance.


Your responsibilities will include but are not limited to:

  • Conducting user research to gain a clear understanding of who our users are and their needs
  • Planning, designing, and delivering qualitative research in the UX Lab at DVLA, around the UK and remotely via online qualitative research solutions
  • Critically analysing and interpreting raw research data to generate actionable user insights to improve customer experience
  • Communicating research findings and user insights to wider team and research clients via discussion, written research reports and formal presentations

About You

You will need to be a natural communicator, being able to use your excellent interpersonal skills to engage with stakeholders on a regular basis and build strong working relationships. You will have experience of providing guidance and robust conclusions or recommendations to clients, where your outstanding communication skills will enable you to influence and challenge at all levels.

Using your excellent analytical and problem-solving skills, you are comfortable working with data, being able to analyse, extract and interpret information. You will confidently be able to present findings in a clear and effective manner to a range of stakeholders.

You will have a natural curiosity to help you understand and convey customer/user opinion and needs.

Being able to work autonomously, you are exceptionally well organised and take a flexible approach to your work, effectively managing and prioritising a busy workload to meet tight deadlines. With a keen willingness to learn, you are a driven, motivated and detail-focused individual who strives for quality outcomes in everything you do. You are someone who is passionate about delivering great customer service and understanding user needs.

You must also be willing to work towards the following if successful:

  • Certification in a UX/User Research or related field
  • Member of MRS/UXPA/AQR or similar organisation Market Research Society (MRS) certification – level 2
  • Market Research Society accredited qualification in Market and Social Research (or to achieve within 12 months)
  • NNG Certification

We strive to ensure that DVLA is a great place to work where everybody can be their true self, be treated with dignity and respect, and according to their individual needs. We have 6 staff network groups run by staff to support their colleagues: Freedom (LGBT), Ability (Disabilities), Gender Equality, Unity (Ethnicity), Mental Health Network and Carers Support Network.

This role will be based in Swansea and we will be operating a hybrid working model that allows you to work between home and on-site giving you greater flexibility about where and when you work, subject to business needs and this also allows for ongoing support, development and collaboration with colleagues.

Therefore the expectation is that you will spend a minimum of 40% of your working time based at your principle workplace (DVLA). We would encourage you to discuss the working arrangements for this role with us during the recruitment process.

Due to the evolving nature of the business, vacancies can become available at any time. Therefore, this campaign may create a reserve list to fulfil demand if it arises which will be held for a period of 12 months.

Deadline: Apply before 11:55 pm on Friday 30th September 2022

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