User Researcher

Job Title: User Researcher
Contract Type: Contract
Location: Scotland
Salary: £400 - £450 per day + OUTSIDE IR35
Start Date: ASAP
Reference: BBBH29859_1647941588
Contact Name: Zoe Latuszka
Contact Email:
Job Published: March 22, 2022 09:33

Job Description

User Researcher
£450 per day. Outside IR35
6 Months (Likely extension)
Remote (UK based)
An experienced User Researcher is required to inform the design and delivery of new digital customer facing services.
The role of User Researcher is based within Service Design. The Service Design department offers a range of capability to the organisation including User Experience researchers, Service Designers and Agile coaches, amongst others. Service Design covers a broad remit in working to understand our customer needs and placing those at the heart of how we design and deliver our digital services, of how we organise our people and how we deliver operational processes.
The main outcome of the role is to maintain and enhance the services within Customer Facing Domain.

  • Collaborate with Product Managers in establishing research objectives for each quarter.
  • Conduct and establish a regular cadence of appropriate user research that will bring out user needs.
  • Involved in ensuring that the system touch-points during a customers' life-time with Registers of Scotland (RoS) are part of a coherent, consistent experience
  • Ensuring that research is undertaken economically with appropriate users and measures as part of the development cycle
  • Creating high and low fidelity prototypes based on existing design patterns that bring results from the research to life, complete with customer journeys
  • Delivering UX feedback to Agile delivery teams to compliment sprint cycles
  • Work as part of a multi-disciplined team to design user focussed and successful services
  • Coach or pair with other members of the team when required
  • Build relationships and working effectively with external parties, for example legal firms, lenders, citizens, and Scottish Government
  • Share best practice research methodologies and techniques
  • Support the UX community in providing cover for teams in Customer Facing Domain affected by COVID 19 where it is feasible.
  • Collaborate with User Researchers from within and other domains, when required, on overlapping deliveries.
  • Support any secondary activities as requested by the Head of Service Design or Lead User Researcher

Essential Skills

  • Prototyping/Visuals
  • Can produce artefacts to engage teams with the user experience
  • Able to listen to the needs of the technical and business stakeholders, and interpret between them
  • Able to manage stakeholders' expectations and be flexible, is capable of proactive and reactive communication
  • Facilitates difficult discussions within the team or with diverse senior stakeholders
  • Experience working within an agile, multi-disciplinary team environment, and ability to deliver iterative design components (including user journeys) to the development team
  • Able to make decisions characterised by medium levels of risk and complexity and recommend decisions as risk and complexity increase, building consensus between services or independent stakeholders.
  • Able to identify problems or issues in the team dynamic and rectify them.
  • Engages in varying types of feedback choosing the right type at the appropriate time and ensuring discussions and decisions are actioned as appropriate.
  • Experience off user research and analysis, utilising both quantitative and qualitative data
  • Manages, supports and stretches self and others to deliver agreed goals and objectives
  • Keeps focused on the goals that really matter, and takes responsibility for delivering outcomes on time and to a high standard
  • Visualising and implementing strategic user-centred design, applying different risk methodologies in proportion to the risk in question, with the ability to apply a digital understanding to their work and to identify and implement solutions for assisted digital.
  • Experience of delivering first class government services following the Scottish Government Digital First Service Standard

Desirable Skills

  • Experience of working in a team of UX professionals
  • Knowledge of WCAG accessibility standards and principles
  • Experience of simplifying high volume, complex process flows
  • Customer journey mapping
  • Creation of design standards and practices
  • Axure RP, Sketch