Associate User Researcher - ResOps - Bristol Regional Centre - 3 Glass Wharf

About the job

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About the role:

At HMRC, we are committed to creating a great place to work for all our colleagues; an inclusive and respectful environment that reflects the diversity of the society we serve. We want to maximise the potential of everyone who works for us, and we offer a range of flexible working patterns and support to make an exciting career at HMRC accessible to you. Diverse perspectives and experiences are critical to our success, and we encourage applications from all people from all backgrounds with the experience and skills needed to perform this role.

Job description

We're looking for an Associate User Researcher to join our central team. Working with the Research Operations Team to support User Researchers across HMRC to deliver high quality and efficient research. This is an important and exciting time for Research Operations and includes user recruitment, knowledge management, quality assurance, and the implementation of processes and templates that enable researchers to do their best work.

You will join a lively and supportive User Research community, based at one of our CDIO Centres across the UK, with access to research labs and facilities. Our team is passionate and committed to supporting the User Researchers conducting robust research with real-world impact, and bring varied expertise from the private, voluntary and public sectors.

As an Associate User Researcher in our team, you will:

• Undertake day to day activities to assist user researchers with their recruitment of users and support all aspects of user research.
• Proactively manage user information on HMRC's User Panel customer relationship database, deal with day to day recruitment queries from researchers and be an expert in using this tool.
• Maintain the database of users; import/input user data; store, manage and retain data securely in line with HMRC user recruitment policy and procedures.
• Build a good rapport with the User Researcher community and develop sound understanding of their recruitment and research needs.
• Help ensure researchers get the right users and plan effective research sessions through developing effective recruitment plans, screeners/briefs and discussion guides.
• Work with recruitment agencies to ensure HMRC recruitment needs are met.
• Support HMRC's process for User Research incentives and deal with associated issues.
• Understand recruitment needs for accessibility and assisted digital users, and support this activity when assisting the user research community.
• Provide support to User Researchers across HMRC which is high quality, efficient and consistent.
• Engage in the wider User Research community, building relationships with other User Researchers and identify recruitment best practices we can adopt.

Essential Criteria:

You should be able to demonstrate:

• An understanding of a range of user centred service design and delivery practices.
• The ability to understand what problem your team is trying to solve and make informed decisions.
• A good understanding of the diversity of users of government services.
• The ability to work effectively under pressure, sometimes to tight deadlines and make quick and effective decisions regarding problem solving and prioritisation.
• Working in an open, iterative, collaborative and adaptive way within a fast paced team.
• Being proactive and organised with the ability to plan ahead and identify key issues ensuring they are given attention at the earliest opportunity.
• Excellent interpersonal skills, working with the User Research community, recruitment agencies and other stakeholders.
• Support User Researchers with a wide range of software and tools to enable them to carry out various methodologies of research, as well as supporting GDPR compliance.
• Have positive, cooperative and adaptable behaviour to support the research services team as well as the wider Research community.

You will also need:

• A degree in psychology, cognitive science, human factors, computer science, product/interaction design, human computer interaction or related relevant experience.

Benefits

Alongside your salary of 31,096, HM Revenue and Customs contributes 9,008 towards you being a member of the Civil Service Defined Benefit Pension scheme. HMRC operates both Flexible and Hybrid Working policies, allowing you to balance your work and personal commitments. We welcome applications from those who need to work a more flexible arrangement and will agree to requests where possible, considering our operational and customer service needs.

We offer a generous leave allowance, starting at 25 days and increasing by a day for every year of qualifying service up to a maximum of 30 days. Pension - We make contributions to our colleagues' Alpha pension equal to at least 28.97% of their salary. Family friendly policies. Personal support. Coaching and development.