NHS AfC:
Band 7ContractPermanentHours
1. Full time
2. Flexible working
3. Home or remote working
37.5 hours per week Job ref 914-BSA7254278-A Site Stella HouseTown Newcastle Upon TyneSalary £47,810 - £54,710 per annumSalary period YearlyClosing 02/09/2025 23:59
Job overview
This role supports the Digitisation Strategy of the NHSBSA. The post holder will be responsible for managing a user experience research team, undertaking user research activities on their own projects, and providing training and mentorship for user researchers within the organisation.
The post holder will ensure the team generates new and useful user insights through mainly qualitative research, using agile research methodologies, translating these into features and actions that will enable our services to develop and iteratively improve their digital services for customers. You will be able to drive the day-to-day management of tasks while maintaining a wider vision of the Digitisation Strategy and business goals and objectives.
What do we offer?
• Hybrid working – offering flexibility to work predominantly from home with the opportunity to be office based should you prefer, or if business needs require it
• 27 days leave (increasing with length of service) plus 8 bank holidays
• Opportunities for development
• Active wellbeing and inclusion networks
• Excellent pension
• Various salary sacrifice schemes
• Employee Assistance programme, offering free 24/7 support for you and your loved ones
• Access to a wide range of benefits and high street and online discounts
Main duties of the job
4. 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.
5. 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.
6. 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.
7. Working collaboratively with the project team, designers and developers to turn user data into actionable product/service requirements that feeds into prototype development, and influences product direction. Listening to the views of others and able to negotiate complex prioritisation and decision making is a key skill.
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’re proud to be part of something meaningful, that touches millions of lives.
We design our services around customer needs and place people at the heart of our organisation. That’s why when you join us, you’ll be empowered and supported to help your career grow.
As one of the UK’s Best Big Companies to work for, we’re 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 colleague is heard, supported and respected. Wellbeing, diversity and inclusion is at the centre of this, and you can join our Lived Experience Networks who help us bring our authentic selves to work.
We’re committed to being a flexible employer and we try to offer a working pattern that suits you where possible, through hybrid working, flexible hours and more.
Alongside a competitive salary with pay progression, we offer a people-centric benefits package, connecting you to the rewards and benefits you value most!
Ready to join us in delivering business service excellence to the NHS, helping people live longer, healthier lives? 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
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 feeds into prototype development, and influences product direction. Listening to the views of others and able to negotiate complex prioritisation and decision making is a key skill.
6. Effectively delivering user research projects within deadlines and maintaining a focus on results despite unforeseen challenges and setbacks. Prioritisation, time-management, flexibility and perseverance are key skills for the role.
7. Presenting user research findings and related design/business recommendations and to senior decision makers both inside and outside of the organisation.
8. Management, development and supervision of the user research team working on the digitisation projects. This entails monitoring of user research methodologies and outputs across the organisation to ensure robustness of approach and consistency across all projects.
9. Providing advice and guidance across projects on both user research methodologies and GDS standards related to research and deliverables. Ensuring the team works closely with other NHSBSA colleagues in the areas of Customer Insight and Information Services to identify gaps and patterns from different data sources within the organisation.
10. Training and mentoring junior user researchers and the wider team on user research best practice (e.g. methodology, ethics, recruitment, outputs) and agile methodology.
11. Stay ahead of the curve’ in terms of emerging user experience and customer insight techniques and methodology.
12. Propose changes to the Customer Insight policies to improve the service.
13. Build a network of user researchers across the NHS, GDS and public sector to share best practice and learning.
14. Assist the Customer Insight & Research Manager with monitoring the user research budget.
Person specification
Personal Qualities, Knowledge and Skills
Essential criteria
8. Excellent problem solving and analytical skills
9. Highly computer literate
10. GDS trained and with extensive experience across a wide variety of research methodologies to carry out research to identify user needs following GDS standards
11. Providing advice and guidance across projects on both user research methodologies and GDS standards related to research and deliverables
12. Confident in explaining user needs to senior stakeholders and acting as a persuasive advocate for the customer voice within the project teams and wider organisation
13. Experienced in delivering user research outputs from both qualitative and quantitative research and able to constructively critique methodological and analytical choices taken within the organisation
14. Ability to draw together and present reasonable conclusions from a wide range of incomplete and complex evidence and data
15. Demonstrable knowledge, experience in and passion for web user centred design practices
16. Good attention to detail and able to work to a high level of accuracy
17. Good team player, willing to take on extra work and work additional hours as required
18. A self-starter, highly self-motivated and disciplined, able to work under pressure and meet challenging deadlines
19. Creative and proactive enough to challenge the status quo with a natural curiosity and inquisitive nature
20. A high level of confidence and ability to engage with and influence others including senior managers
21. Flexibility, perseverance and maintaining a focus on results despite unforeseen challenges and setbacks
22. Excellent communications skills
23. GDS trained and with extensive experience across a wide variety of research methodologies to carry out research to identify user needs following GDS standards
24. Providing advice and guidance across projects on both user research methodologies and GDS standards related to research and deliverables
25. Confident in explaining user needs to senior stakeholders and acting as a persuasive advocate for the customer voice within the project teams and wider organisation
26. Experienced in delivering user research outputs from both qualitative and quantitative research and able to constructively critique methodological and analytical choices taken within the organisation
27. Ability to draw together and present reasonable conclusions from a wide range of incomplete and complex evidence and data
28. Demonstrable knowledge, experience in and passion for web user centred design practices
Desirable criteria
29. Familiar with collaborative tools such as JIRA and Trello
Experience
Essential criteria
30. A user experience professional with demonstrable user research and customer insight experience gained within a services organisation, agency or consultancy
31. Track record of conducting pro-active user experience research projects through all stages from research methodology planning through to analysis and outputs
32. Proven experience of a wide range of research methodologies such as professional and customer contextual interviews, workshops, pop-up, guerrilla research and usability testing
33. Demonstrable experience of working in an agile working environment with Digital project teams including designers and developers to create new digital products and services
34. Experience of carrying out assisted digital research
35. Presenting user research findings to senior managers and external organisations, being challenged on results and research outcomes
36. Management, development and supervision of a small team of user researchers
37. Training and mentoring junior user researchers and the wider team on user research best practice (e.g. methodology, ethics, recruitment, outputs) and agile methodology
Qualifications
Essential criteria
38. First degree or equivalent qualifications and experience in relevant business-related discipline
39. Trained Government Digital Service researcher
40. Degree in HCI/Usability/Cognitive Psychology/Market Research or related field
Desirable criteria
41. Relevant professional qualifications (MRS or similar)
The NHSBSA is passionate about creating a diverse and inclusive organisation, which is a great place to work and truly reflects the diversity of our customers. We welcome applications from talented people of diverse characteristics including age, disability, gender identity and expression, race or ethnicity, religion or belief, sexual orientation, or any marginalised group. 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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