Senior User Researcher

We're looking for an innovative and supportive Senior Research Officer to lead a user experience team. You will use your extensive research experience to coach best practices and drive digital services for our customers, supporting the Digitisation Strategy of the NHS Business Services Authority (NHSBSA).

It's the perfect opportunity to help shape the digital future of the NHSBSA, to truly make a difference, and to help you take the next step in your career.

You will champion the use of agile research methodologies while working on your own projects, and have demonstrable user experience research and insight experience gained within a service organisation. You will need to be curious, insightful, and encouraging of your team's creativity!

What do we offer?

• 27 days leave (increasing with length of service) plus 8 bank holidays
• Flexible working (we are happy to discuss options such as compressed hours)
• Hybrid working model (we are currently working largely remotely)
• Career development
• Active wellbeing and inclusion networks
• Excellent pension
• NHS Car lease scheme
• Access to a wide range of benefits and high street discounts!

Due to the high volume of applications and the time frame during the Christmas period, the interview may take place in January 2025.

Main duties of the job

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 feed into prototype development and influence 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 take pride in being part of something so meaningful, that touches millions of lives.

Just as we design our services around the needs of our customers, we place our people at the heart of our organisation. That's why when you join us, you'll be empowered and given the right support to help your career grow.

As one of the UK's Best Big Companies to work for, we're all 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 voice is heard, and every colleague is supported and respected. Wellbeing, diversity and inclusion is at the centre of this, so when you join us, you can connect with our Lived Experience Networks who help us to bring our authentic selves to work.

We welcome applications from people of all backgrounds and circumstances. We are committed and proud to be a flexible employer and will endeavour to offer a working pattern that suits you wherever possible, whether that be hybrid working, flexible hours, job sharing and more.

Ready to join us on our journey to be a catalyst for better health? Apply today and see where the NHSBSA can take you.

We are people connected to care.

Job responsibilities

1. Leading and conducting pro-active user experience research projects including the creation of user research deliverables to provide in-depth, actionable insight.
2. Planning, designing and conducting interviews, workshops and usability testing sessions.
3. Conducting in-house research with users to test concept developments and prototypes.
4. Taking an innovative approach to ensure all customer groups are represented in the research.
5. Working collaboratively with the project team, designers and developers.
6. Effectively delivering user research projects within deadlines.
7. Presenting user research findings and related design/business recommendations.
8. Management, development and supervision of the user research team.
9. Providing advice and guidance across projects on user research methodologies.
10. Training and mentoring junior user researchers.
11. Staying ahead of the curve in emerging user experience and customer insight techniques.
12. Proposing changes to the Customer Insight policies.
13. Building a network of user researchers across the NHS, GDS and public sector.
14. Assisting the Customer Insight & Research Manager with monitoring the user research budget.

Specialist Skills

GDS trained with extensive experience across a wide variety of research methodologies for carrying out research to identify user needs following GDS standards.

Person Specification

• Excellent problem solving and analytical skills
• Highly computer literate
• GDS trained with extensive experience across a wide variety of research methodologies
• Confident in explaining user needs to senior stakeholders
• Experienced in delivering user research outputs from both qualitative and quantitative research
• Ability to draw together and present reasonable conclusions from a wide range of 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
• A self-starter, highly self-motivated and disciplined
• Creative and proactive enough to challenge the status quo
• A high level of confidence and ability to engage with and influence others
• Flexibility, perseverance and maintaining a focus on results
• Excellent communications skills

Experience

• A user experience professional with demonstrable user research and customer insight experience
• Track record of conducting pro-active user experience research projects
• Proven experience of a wide range of research methodologies
• Demonstrable experience of working in an agile working environment
• Experience of carrying out assisted digital research
• Presenting user research findings to senior managers
• Management, development and supervision of a small team of user researchers
• Training and mentoring junior user researchers

Qualifications

• First degree or equivalent qualifications in relevant business-related discipline
• Trained Government Digital Service researcher
• Degree in HCI/Usability/Cognitive Psychology/Market Research or related field
• Relevant professional qualifications (MRS or similar)