Senior User Researcher - Newcastle Upon Tyne

Senior User Researcher – Newcastle Upon Tyne, NE15 8NY

Salary: £47,810 to £54,710 a year

Contract: Permanent

Working Pattern: Full-time, Flexible working, Home or remote working

Reference Number: G9914-25-0159

Job summary
This role supports the Digitisation Strategy of the NHSBSA. The post holder will be responsible for managing a user experience research team, undertaking user research activities on their own projects, and providing training and mentorship for user researchers within the organisation.
The post holder will ensure the team generates new and useful user insights through mainly qualitative research, using agile research methodologies, translating these into features and actions that will enable our services to develop and iteratively improve their digital services for customers. You will be able to drive the day-to-day management of tasks while maintaining a wider vision of the Digitisation Strategy and business goals and objectives.
What do we offer?
o Hybrid working – offering flexibility to work predominantly from home with the opportunity to be office based should you prefer, or if business needs require ito 27 days leave (increasing with length of service) plus 8 bank holidayso Opportunities for developmento Active wellbeing and inclusion networkso Excellent pensiono Various salary sacrifice schemeso Employee Assistance programme, offering free 24/7 support for you and your loved oneso Access to a wide range of benefits and high street and online discounts
Main duties of the job

• Leading and conducting pro-active user experience research projects including the creation of user research deliverables to provide in- depth, actionable insight, so that issues and opportunities are clearly identified and properly reported.
• Planning, designing and conducting interviews, workshops and usability testing sessions to support the design and development of digital services. Leading the user research process from developing the research methodology and user recruitment scripts through to analysis and user research outputs.
• Conducting in-house research with users to test concept developments and prototypes using a wide range of quantitative and qualitative research methodologies, such as contextual interviews, pop-up interviews, surveys and usability testing, to ensure that user needs are fully understood in the service design.
• Working collaboratively with the project team, designers and developers to turn user data into actionable product/service requirements that feeds into prototype development, and influences product direction. Listening to the views of others and able to negotiate complex prioritisation and decision making is a key skill.

About us
Here at the NHS Business Services Authority (NHSBSA), what we do matters.We manage the NHS Pension scheme, process prescription payments and much more. Our services are used by NHS organisations, contractors and the public: we\’re proud to be part of something meaningful, that touches millions of lives.We design our services around customer needs and place people at the heart of our organisation. That\’s why when you join us, you\’ll be empowered and supported to help your career grow.As one of the UK\’s Best Big Companies to work for, we\’re connected to our values: Collaborative, Adventurous, Reliable and Energetic. We care about our people, our purpose, and your progress.We strive to offer a fantastic colleague experience, where every colleague is heard, supported and respected. Wellbeing, diversity and inclusion is at the centre of this, and you can join our Lived Experience Networks who help us bring our authentic selves to work.We\’re committed to being a flexible employer and we try to offer a working pattern that suits you where possible, through hybrid working, flexible hours and more.Alongside a competitive salary with pay progression, we offer a people-centric benefits package, connecting you to the rewards and benefits you value most!Ready to join us in delivering business service excellence to the NHS, helping people live longer, healthier lives? Apply today and see where the NHSBSA can take you.We are people connected to care.
Job description
Job responsibilities
In this role, you are accountable for
1. Leading and conducting pro-active user experience research projects including the creation of user research deliverables to provide in- depth, actionable insight, so that issues and opportunities are clearly identified and properly reported.
2. Planning, designing and conducting interviews, workshops and usability testing sessions to support the design and development of digital services. Leading the user research process from developing the research methodology and user recruitment scripts through to analysis and user research outputs.
3. Conducting in-house research with users to test concept developments and prototypes using a wide range of quantitative and qualitative research methodologies, such as contextual interviews, pop-up interviews, surveys and usability testing, to ensure that user needs are fully understood in the service design.
4. Taking an innovative approach to ensure that all customer groups are represented in the research – testing and using a variety of channels to achieve this. Using hands-on and creative techniques to recruit participants as needed on the project.
5. Working collaboratively with the project team, designers and developers to turn user data into actionable product/service requirements that feeds into prototype development, and influences product direction. Listening to the views of others and able to negotiate complex prioritisation and decision making is a key skill.
6. Effectively delivering user research projects within deadlines and maintaining a focus on results despite unforeseen challenges and setbacks. Prioritisation, time-management, flexibility and perseverance are key skills for the role.
7. Presenting user research findings and related design/business recommendations and to senior decision makers both inside and outside of the organisation.
8. Management, development and supervision of the user research team working on the digitisation projects. This entails monitoring of user research methodologies and outputs across the organisation to ensure robustness of approach and consistency across all projects.
9. Providing advice and guidance across projects on both user research methodologies and GDS standards related to research and deliverables. Ensuring the team works closely with other NHSBSA colleagues in the areas of Customer Insight and Information Services to identify gaps and patterns from different data sources within the organisation.
10. Training and mentoring junior user researchers and the wider team on user research best practice (e.g. methodology, ethics, recruitment, outputs) and agile methodology.
11. Stay ahead of the curve in terms of emerging user experience and customer insight techniques and methodology.
12. Propose changes to the Customer Insight policies to improve the service.
13. Build a network of user researchers across the NHS, GDS and public sector to share best practice and learning.
14. Assist the Customer Insight & Research Manager with monitoring the user research budget.
Person Specification
Personal Qualities, Knowledge and Skills
Essential

• Excellent problem solving and analytical skills
• Highly computer literate
• GDS trained and with extensive experience across a wide variety of research methodologies to carry out research to identify user needs following GDS standards
• Providing advice and guidance across projects on both user research methodologies and GDS standards related to research and deliverables
• Confident in explaining user needs to senior stakeholders and acting as a persuasive advocate for the customer voice within the project teams and wider organisation
• Experienced in delivering user research outputs from both qualitative and quantitative research and able to constructively critique methodological and analytical choices taken within the organisation
• Ability to draw together and present reasonable conclusions from a wide range of incomplete and complex evidence and data
• Demonstrable knowledge, experience in and passion for web user centred design practices
• Good attention to detail and able to work to a high level of accuracy
• Good team player, willing to take on extra work and work additional hours as required
• A self-starter, highly self-motivated and disciplined, able to work under pressure and meet challenging deadlines
• Creative and proactive enough to challenge the status quo with a natural curiosity and inquisitive nature
• A high level of confidence and ability to engage with and influence others including senior managers
• Flexibility, perseverance and maintaining a focus on results despite unforeseen challenges and setbacks
• Excellent communications skills
• GDS trained and with extensive experience across a wide variety of research methodologies to carry out research to identify user needs following GDS standards
• Providing advice and guidance across projects on both user research methodologies and GDS standards related to research and deliverables
• Confident in explaining user needs to senior stakeholders and acting as a persuasive advocate for the customer voice within the project teams and wider organisation
• Experienced in delivering user research outputs from both qualitative and quantitative research and able to constructively critique methodological and analytical choices taken within the organisation
• Ability to draw together and present reasonable conclusions from a wide range of incomplete and complex evidence and data
• Demonstrable knowledge, experience in and passion for web user centred design practices

Desirable

• Familiar with collaborative tools such as JIRA and Trello

Experience
Essential

• A user experience professional with demonstrable user research and customer insight experience gained within a services organisation, agency or consultancy
• Track record of conducting pro-active user experience research projects through all stages from research methodology planning through to analysis and outputs
• Proven experience of a wide range of research methodologies such as professional and customer contextual interviews, workshops, pop-up, guerrilla research and usability testing
• Demonstrable experience of working in an agile working environment with Digital project teams including designers and developers to create new digital products and services
• Experience of carrying out assisted digital research
• Presenting user research findings to senior managers and external organisations, being challenged on results and research outcomes
• Management, development and supervision of a small team of user researchers
• Training and mentoring junior user researchers and the wider team on user research best practice (e.g. methodology, ethics, recruitment, outputs) and agile methodology

Qualifications
Essential

• First degree or equivalent qualifications and experience in relevant business-related discipline
• Trained Government Digital Service researcher
• Degree in HCI/Usability/Cognitive Psychology/Market Research or related field

Desirable

• Relevant professional qualifications (MRS or similar)

**** When applying for this role, please read the Supporting Documents on the apply page. ***