Job Description

Hays Technology are working with a client who are looking to add a Senior User Researcher to their Customer Service Project.

The role will be 525 p/d Inside IR35 on a hybrid basis.

You will be responsible for:

• Responsible for planning, designing, and carrying out research activities with users in larger teams and on more complex services that help teams get a deep understanding of the people that use the services to inform policy, proposition, service, content, and interaction design so that services work well for users and achieves policy intent.
• Take a key role in the user research community, applying standards and directly leading user research of our complex, risky and interdependent products and services, working in the open with the user at the centre of all you do, including working across multiple product teams concurrently.
• Engage with our diverse community groups in the city, helping to hear their voices and experience and to quantify their needs in ways which can be translated into service delivery.

You will need:

• Ability to work in agile ways, identifying problems to solve and building evidence to drive product decisions
• Ability to build and execute a backlog of work, translating user needs into user stories
• Ability to use diverse research methods to elicit insights into resident and staff needs, designing comprehensive research exercises, and translating these into recommendations and reports
• The ability to gather, distil, and simplify large amounts of data for an audience, judging what is and isn't important, including writing reports that quickly help someone understand the problem to be solved
• Ability to advise on the best research methods and best practice
• Ability to embody a product mindset and be intensely user-focused, using qualitative and quantitative data to track progress against user outcomes.
• Strong communication skills, with the ability to explain what users need from us succinctly, to a diverse, non-expert audience
• An absolute commitment to meeting user needs in the best, most efficient way
• Ability to flex delivery approaches depending on context
• Passionate about building diverse teams and communities
• Coaching and mentoring

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