Core Purpose: User Researchers plan, design and carry out research activities to develop an understanding of the citizens who use government’s digital products and services. They also share research insights to inform improvements to user experiences.

User centred and Agile practices – Conduct user centred design practice and work with commitment to agile and continuous iterative approach.

As a User Researcher you will work independently to plan and carry out research projects from preparation through to sharing of research outcomes. You will make use of the most appropriate research methods and tools to turn research insights into recommendations that align with the department’s goals and/or delivery outcomes. You will also be responsible for communicating with the users and championing core research principles to team members. Finally, you will test high level and specific aspects of a service, presenting the research findings to help gain consensus and take action based on research finding. You will have the support of experienced User Researchers within the practice, but will be expected to lead within the scope of your work.

Understands and has experience of basic user research methods. Understands when to use those methods and how to apply them correctly. Knows how to involve their team in research activities. (Level 2)

Understands what problem the team is trying to solve. Can align user research activities to inform decision making and action. (Level 2)

Has had experience in applying Agile principles in practice. Able to provide a clear, open and transparent framework in which teams can deliver. Has an awareness of Agile tools and is starting to use them intelligently. Able to visualise and make visible the work of the team. Can adapt and reflect, is resilient and has the ability to see outside of the process. (Level 2)

Understands the social and technological context for government services. Can align user research activities to help their team understand changing user behaviour. (Level 2)

Able to use quantitative and qualitative data about users to turn user focus into outcomes. Delivers analysis and information that addresses stakeholder needs and provides recommendations. Collaborates with user researchers and other user-focussed professions. Guides others on approaches to understand user stories. Identifies and engages with users / stakeholders to collate user needs evidence, and understands and defines research which fits user needs. (Level 2)

Can identify and understand constraints, and is able to communicate these and work within them. Is able to challenge the validity of constraints. Capable of ensuring standards are being met. (Level 2)

Is responsive to changes in technology, adapting their approach accordingly. Makes decisions to meet user needs in the social, technical and government context. Understands the importance of assisted digital and is able to design services and make decisions to meet user’s needs. Can align user research activities to help their team understand changing user behaviour. (Level 2)

Identifies key stakeholders and relationships and works with teams to build these. Understands how to work with stakeholders and contributes to improving these relationships.

Understands and has experience of a range of user-centred practices. Can work with colleagues to plan and do continuous user research in a multidisciplinary team. Able to demonstrate a working understanding of design, technology and data principles. Understands the variety and complexity of users’ digital needs and how the product will meet those needs. Understands the importance of assisted digital. Able to design services and make decisions to meet user’s needs. (Level 2)

Understand the strategic drivers for your area of work. Align activities to contribute to wider organisational priorities. Remain alert to emerging issues and trends which might impact your work area. Seek out and share experiences to develop knowledge of the team’s business area. Understand how the strategies and activities of the team create value and meet the diverse needs of all stakeholders. (Level 3)

Work with others to identify areas for improvement and simplify processes to use fewer resources. Use technology where possible to increase efficiency. Encourage ideas for change from a wide range of sources. Clearly explain the reasons for change to colleagues and how to implement them, supporting individuals with different needs to adapt to change. Encourage an environment where colleagues know that they can challenge decisions and issues safely. Take managed risks by fully considering the varied impacts changes could have on the diverse range of end users. (Level 3)

Understand own level of responsibility and empower others to make decisions where appropriate. Analyse and use a range of relevant, credible information from internal and external sources to support decisions. Invite challenge and where appropriate involve others in decision making. Display confidence when making difficult decisions, even if they prove to be unpopular. Consult with others to ensure the potential impacts on end users have been considered. Present strong recommendations in a timely manner outlining the consideration of other options, costs, benefits and risks. (Level 3)

Ensure colleagues and stakeholders have a clear understanding of objectives, activities and time-frames. Take into account different individual needs, views, and ideas, championing inclusion and equality of opportunity for all. Consider the impacts of own and team’s activities on stakeholders and end users. Role-model commitment and satisfaction with role. Recognise and praise the achievements of others to drive positivity within the team. Effectively manage conflict, misconduct and non-inclusive behaviour, raising with senior managers where appropriate. (Level 3)

Show a positive approach to keeping the whole team’s efforts focused on the top priorities. Promote a culture of following the appropriate procedures to ensure results are achieved on time whilst still enabling innovation. Ensure the most appropriate resources are available for colleagues to use to do their job effectively. Regularly monitor your own and team’s work against milestones ensuring individual needs are considered when setting tasks. Act promptly to reassess workloads and priorities when there are conflicting demands to maintain performance. Allow individuals the space and authority to meet objectives, providing additional support where necessary, whilst keeping overall responsibility. (Level 3)

Communicate in a straightforward, honest and engaging manner, choosing appropriate styles to maximise understanding and impact. Encourage the use of different communication methods, including digital resources and highlight the benefits, including ensuring cost effectiveness. Ensure communication has a clear purpose and takes into account people’s individual needs. Share information as appropriate and check understanding. Show positivity and enthusiasm towards work, encouraging others to do the same. Ensure that important messages are communicated with colleagues and stakeholders respectfully, taking into consideration the diversity of interests. (Level 3)

1. Plan and design user research programmes, testing both high level concepts and specific aspects of the services as it is designed and developed.
2. Work within agile project teams, providing, to the team, a focus on user centred design.
3. Generate new and useful insights related to DWP users for the project team to leverage, ensuring where relevant that the insights influence design decision.
4. Communicate the insights gained from user research outputs to both the project team and wider stakeholder, helping to enhance organisational understanding of the users that drives decisions and actionable recommendations.
5. Maintain and develop relationships across the product teams, guiding the team in understanding research appropriates and insights.
6. Prioritize and execute the end to end user research activities, this will include the scope, plan, recruitment, facilitating and also the driving of improvement in the service offered.
7. Plan and conduct research that considers the diversity of users, keeping in mind access needs and the ethical nature of research.
8. Conduct user research using a range of research methods, selecting the appropriate method, both qualitative and quantitative, depending on the requirements of the programme.
9. Be responsible for improving your own learning, keeping in mind the need to consistently improve your understanding of the role and methods to be used.
10. Work with other teams to understand and leverage existing research material that may add value to the team’s research requirements and , where necessary, conduct a gap analysis to fulfil the needs of the team.
11. Be an active member of the user research community, manage and mentor associate user researchers to ensure quality of research, and drive improvements in practice.

May have a degree or professional qualification in Market Research/Social Science/Research Human Computer Interaction/Usability/Cognitive Psychology/or related field or equivalent professional experience.

This assignment sits inside IR35.

About the Rates of Pay: Please note: The higher pay rate advertised in our job advert/s will always be the highest Ltd or Umbrella Company pay rate that the client is willing to pay up to and the lower pay rate advertised in our job advert/s will always be the highest PAYE pay rate, that the client is willing to pay up to, unless otherwise specified. If the PAYE rate is not indicated in the job advert then please contact us for confirmation of the PAYE daily pay rate.