User Research Officer
Job overview
Do you have significant knowledge of user testing methodologies to reveal actionable user insight and excellent analytical and problem-solving skills? If so, the NHS Business Services Authority (NHSBSA) may have the role for you!
We are looking for a User Research Officer to join our team. It’s the perfect opportunity to make a difference and to help you take the next step in your career.
You will be responsible in supporting the digital project teams by identifying user needs through research and confident when gathering and sharing this information to stakeholders. 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)
- Flexi time
- 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 the application and the time frame during the Christmas period, the interview may take place in January 2025.
Main duties of the job- Taking responsibility for specific areas of the business and/or projects and working closely and alongside Service and Project Management teams and Corporate Functions to develop user experience and research needs.
- Working with project and service teams to devise appropriate research strategies to facilitate early-stage concept and prototype testing, and continual research on design iterations.
- Leading the research process from developing a research and recruitment approach, through to fieldwork, analysis and report writing.
- Planning and conducting qualitative research to a high standard – from interviewing to moderating workshops and usability testing sessions – to generate actionable insights in support of the development of digital services.
- Working closely with designers and developers to turn user data into actionable product/service requirements that feed into prototype development, and influences product/service direction. Ensuring that issues and opportunities are clearly identified and properly reported.
- Managing ad-hoc qualitative research projects to explore and ensure we are meeting user and business needs.
Working for our organisation
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.
Detailed job description and main responsibilities
In this role, you are accountable for:
Taking responsibility for specific areas of the business and/or projects, and working closely and alongside Service and Project Management teams and Corporate Functions to develop user experience and research needs.
Working with project and service teams to devise appropriate research strategies to facilitate early stage concept and prototype testing, and continual research on design iterations.
Leading the research process from developing a research and recruitment approach, through to fieldwork, analysis and report writing.
Planning and conducting qualitative research to a high standard – from interviewing to moderating workshops and usability testing sessions – to generate actionable insights in support of the development of digital services.
Working closely with designers and developers to turn user data into actionable product/service requirements that feed into prototype development, and influences product/service direction. Ensuring that issues and opportunities are clearly identified and properly reported.
Managing ad-hoc qualitative research projects to explore and ensure we are meeting user and business needs.
Ensure that a wide and varied cross-section of the public are engaged in user research including those with a range of accessibility needs.
Sharing and presenting research findings and recommendations with internal audiences (e.g. project teams and senior decision makers), and external audiences (e.g. to other government teams) when required.
Knowledge and experience of best practice user research methodologies and analysis techniques to reveal actionable insights.
Having assimilated user insight from multiple sources, to determine gaps and develop recommendations for further research based on evidence.
Effectively deliver user research projects within deadlines, maintaining a focus on results despite unforeseen challenges and setbacks.
Demonstrable experience of coaching, mentoring and/or advising colleagues on best in practice methodology and able to transfer knowledge effectively to others.
Able to present, explain, defend and simplify complex research to ensure comprehension and understanding among both research literate and non-research literate colleagues.
Participate within Communities of Practice.
In addition to the above accountabilities, as post holder you are expected to:
Undertake additional duties and responsibilities in line with the overall purpose of your role and as agreed by your line manager.Demonstrate NHSBSA values and core capabilities in all aspects of your work.
Foster an environment where your own and colleagues’ safety and well-being is promoted.
Contribute to a culture which values diversity and inclusion.
Comply with NHSBSA policies, procedures and protocols as they apply to your role.
Working relationships
Responsible to: Service Delivery Lead and Line Manager
Key relationships and connections:
Patients, Health Care Professionals and other NHS colleaguesDigital project teams (Product Owner, Delivery Manager, Designers, Developers, Testers)
Internal and external stakeholders
Non-profit organisations e.g. Citizens Advice
Person specification
Personal Qualities, Knowledge and Skills
Essential criteria- Excellent analytical and problem-solving skills, and the ability to quickly and accurately develop recommendations based on qualitative, and quantitative evidence.
- Confident in explaining user needs to senior stakeholders and acting as a persuasive advocate for those needs within a project team.
- Develop innovative and creative ways to disseminate research and insight to create impact.
- Understands a range of research methodologies and know which one to apply in a range of circumstances.
- Strong storytelling skills that elicit empathy for the user.
- Team worker, co-operative, flexible, hard working.
- Proactively identifies and documents user needs.
- Able to produce artifacts articulating research insights such as experience maps and personas.
- Knowledge of accessibility standards.
- Highly computer literate, familiar with collaboration tools such as Trello and Jira.
Experience
Essential criteria- Significant experience of generating analysis and insight from a range of sources including customer data sets, qualitative and quantitative sources.
- Experience of using of a variety of user research methodologies to reveal actionable insights.
- Proven ability to transfer and develop skills/ knowledge within a team, both technically and culturally
- Agile methodology scrum
- Continuous Integration and Delivery
- Experience of design using GDS standards
- Experience as a principle researcher, solely responsible for research project or multiple projects.
Qualifications
Essential criteria- First degree or equivalent qualifications and experience in a relevant social sciences related discipline.
- Degree in Human Computer Interaction/ Sociology/Cognitive Psychology/Market Research or related field.
- Relevant professional qualifications
We also welcome applications from all those in the Armed Forces Community.
At the NHSBSA we pride ourselves on being a Disability Confident Leader, Stonewall Top 100 employer and we’ve recently been awarded the Employers Network for Equality and Inclusion Gold Standard benchmark.
We offer an invitation to the first stage of the selection process for people with disabilities that wish to be considered under the Disability Confident scheme, and for members of the Armed Forces Community, where all of the essential criteria in the person specification are met.
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