Digital User Researcher - Senior

Whitehall Resources are currently looking for a Digital User Researcher - Senior.

Role Description:

- Planning, designing and conducting in-house usability testing sessions to support the design and development of digital services.
- Leading the usability testing process from developing user recruitment briefs through to test moderation, analysis and report writing;
- Conducting in-house research to test new product and concept developments (including user requirements gathering and early stage concept and prototype testing, research, and other approaches to ensuring the user need is fully understood in the service design).
- Working with Service Managers to devise appropriate research strategies to generate focused insights and to convert concepts into high quality stimulus material;
- Working closely with designers and developers to turn user data into actionable product/service requirements that feed into prototype development, and influence product direction;
- Presenting findings and related design/business recommendations and customer insights to senior decision makers.

Key Tasks and Deliverables:

- Planning for user requirements gathering from a broad group of stakeholders at the early stage concept to ensure the user need is fully understood in the service design
- Devise appropriate research strategies to generate focused insights and to convert concepts into high quality stimulus material
- Managing ad-hoc qualitative/quantitative research such as proposition development and customer experience mapping
- Work with the product owner(s) to produce a prioritised list of user needs and defined acceptance criterial.
- Understand how many users will need assisted digital support and what their user needs are.
- Presenting findings and related design/business recommendations and customer insights to senior decision makers
- Promoting user centred design principles and best practice within government

Qualifications and Experience:

Changing and Improving Essential:
- Encourage a culture of innovation focused on adding value - give people space to think creatively
- Effectively capture, utilise and share customer insight and views from a diverse range of stakeholders to ensure better policy and delivery
- Spot warning signs of things going wrong and provide a decisive response to significant delivery challenges Engaging People

Leading and Communicating Essential:
- Be visible to staff and stakeholders and regularly undertake activities to engage and build trust with people involved in area of work
- Clarify strategies and plans, giving clear sense of direction and purpose for self and team
- Confidently engage with stakeholders and colleagues at all levels to generate commitment to goals
- Be open and inviting of the views of others and respond despite pressure to ignore, revert or concede

Collaborating and Partnering Essential:
- Actively build and maintain a network of colleagues and contacts to achieve progress on objectives and shared interests
- Effectively manage team dynamics when working across Departmental boundaries

Managing a Quality Service Essential:
- Exemplify positive customer service behaviours and promote a culture focused on ensuring customer needs are met
- Establish how the business area compares to customer service expectations and industry best practice and identify necessary improvements in plans
- Create regular opportunities for staff and customers to help improve service quality and demonstrate a visible involvement
- Ensure the service offer thoroughly considers customers' needs and a broad range of available methods to meet this, including new technology where relevant
- Designers and developers to create new digital products and services
- Experience of audience modelling and developing design personas.

PLEASE NOTE: This role will be based in London but frequent travel to our other locations in Newport, Liverpool and Norwich will be required.