About The Role

Do you believe in improving lives through data and technology?

Do you enjoy uncovering user needs to understand complex problems?

We are looking for a Senior User Researcher to join our Live Services directorate at NHS Digital

NHS Digital crafts products and services that are useful, inclusive, easy to use and deliver better outcomes for the people that use them. We make sure people are at the heart of our work, whether it’s supporting the digital transformation of cancer or cervical screening programmes or designing and delivering the technology that has supported the response to COVID-19. – such as the NHS website, the NHS App and NHS login -

This role sits within the Live Services team, and you will be responsible for all user research requirements for implementing Service Now. Service Now is the new IT support system, which will support all IT service management activities for NHS Digital from a broken lap top, to Microsoft teams not working.

The role will entail creating organisational capability for user research that is required to surround the product. The focus will be on the experience of internal employees. There will be a service management aspect in terms of how our employees raise issues and changes with their technology. The focus will be on the specific tool we are implementing as well as the broader surrounding eco system.

For this role, you will be doing user research for the internal employee experience. You will start off being heavily focused on technicians, and then move to look at consumer experience. The ultimate goal is to build an internal user experience research capability. You will define who our internal customers are, what is the journey that they will be going on, map the journeys, understand the pain points, work with development teams to identify ways in which we can improve the experience, create a feedback loop to understand as solutions are developed and rolled out, and understand whether the consumer experience changes.

The ideal person will be a user researcher or senior user researcher, with user experience customer experience or service design experience, with the ability to truly understand the user needs.

As a Senior User Researcher you will be responsible for:

  • Helping to set up the new IT support product & service
  • Conducting user research for internal employee experience
  • Setting the direction of user research activities with an agile, multidisciplinary team or wider programme of work
  • Ensuring research activities are inclusive, so your findings are reflective of the whole population
  • Undertaking quantitative research activities such as: questionnaire design and analysis of quantitative data
  • Undertaking qualitative research activities such as: interview design, moderation, usability testing, facilitating workshops, contextual enquiry, co-design, ethnographic research.
  • Regularly presenting research findings to the wider organisation, externally and to senior stakeholders.

About You

Some of the key skills and experience you'll bring:  

  • Applied working knowledge of the user centred design process
  • Thorough understanding of the strengths and weaknesses of qualitative and quantitative research methodologies and a deep understanding of when to apply specific approaches.
  • Ability to use a range of software, tools and methods (e.g. online survey and remote user testing software, thematic analysis, basic data analysis etc.) to conduct user research analysis in order to make robust recommendations.
  • Experience in influencing stakeholders and commissioners to work in a user centred design way/process.

About Us

NHS Digital is a great place to work. What we do matters.
Our outstanding teams are passionate about technology and public service, making use of everyone’s skills to improve people’s lives.
We collaborate to deliver world class tech and intelligence, come and join us. We are committed to sustainability, diversity and inclusion; our people are at the heart of what we do.
Find out about the amazing work we do by visiting our website: https://digital.nhs.uk/about-nhs-digital/our-work
Find further information on the current work we are undertaking meeting the challenges of the pandemic here: https://digital.nhs.uk/coronavirus
What we offer
In addition to a competitive salary with planned, transparent progression you can look forward to the following benefits:
  • 27 days annual leave entitlement increasing with service
  • Buy and sell annual leave scheme
  • Contributory Pension (with a 20.6% contribution from us toward the cost of your pension)
  • Flexible working opportunities - we value and respect the diversity of our employees, and applications from prospective candidates who require flexible working arrangements are welcomed
  • A range of NHS Discounts covering, for example, shops, restaurants, gym, mobile phones and insurance
  • Employee benefit schemes which include Season Ticket Loan and Car Lease
For more information visit our Working at NHS Digital page.

Next steps

Interviews will take place remotely late June 2021 Applicants selected for interview will be contacted by email.

To view further information please see the attached role profile and to apply for the role click ‘Apply for job’ below.

We are unable to accept speculative CVs, all applications must be made through NHS Digital’s career site.

Within your application we are looking for you to demonstrate you have the skills and experience outlined in the role profile.

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