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Job description

As a HMRC User Researcher, you will have the unique opportunity to work on some of the largest digital transformation programmes undertaken in Government and other sectors. Your role is to ensure that user needs are intrinsic to the design and implementation of our services.

You will join a lively and supportive User Research community, based at one of our Digital Delivery Centres across the UK, with access to research labs and facilities. Our team are passionate and committed to conducting robust research with real-world impact, and bring varied expertise from the private, voluntary and public sectors.

This is an exciting time to join an organisation that probably doesn't work how you'd imagine a government organisation would. Our blog tells you a bit more about what we do and how we do it. https://hmrcdigital.blog.gov.uk/category/user-research/

Key responsibilities

As a User Researcher in our team, you will be:

● Planning, designing, preparing and executing a range of user research activities to support the design, development and continuous improvement of government services.
● Identifying the appropriate research method depending on the phase of the service lifecycle, such as ethnographic research methods, usability testing and A/B tests.
● Working closely with a multidisciplinary agile scrum team who are passionate about their work, and ensure research has a significant contribution to the delivery of our services...

Before you apply, we encourage you to learn more about HM Revenue & Customs

Be unique. Be authentic. However you prefer to say it, we really mean it. Our culture embraces people’s diverse perspectives and creates a positive environment where everyone belongs. We’re determined to build a better, more connected world for everyone.

● Working closely with a multidisciplinary agile scrum team who are passionate about their work, and ensure research has a significant contribution to the delivery of our services.
● Leading colleagues to analyse research data and synthesise clear and actionable findings, including working closely with analytics colleagues to create a rich picture of user behaviour.
● Communicating user research findings to help the team and wider organisation develop a deep understanding of users and their needs ­ including presentations at show and tells, designing and maintaining research outputs on the team wall, creating formal reports.
● Contributing to the wider user research community ­ including presenting at meetups and writing blog posts.
● Mentoring and managing junior user researchers.

Essential criteria

You should demonstrate proven experience in:

● Experience and understanding of a range of user centred service design and delivery practices.
● The ability to understand what problem your team is trying to solve, and align user research activities to inform decision making and action.
● Conducting user research projects with demonstrated impact on the final user experience.
● Identifying user needs using multiple methodologies.
● A good understanding of the diversity of users of government services, and the ability to include many kinds of users in appropriate research activities.
● Using a range of quantitative and qualitative methodologies including ethnographic techniques, usability testing, remote testing, and survey design.
● Working in an open, iterative and collaborative way in a multidisciplinary scrum team.
● Meeting ambitious deadlines and delivering high-quality work on schedule, including quickly turning around research plans and outputs in different formats.
● Synthesising multiple inputs (reporting data, metrics, qualitative and quantitative insights) to generate actionable and implementable recommendations.
● Involving teams and stakeholders in analysis and synthesis to increase consensus and challenge assumptions
● Assessing services to ensure they meet the Government Service Standard.
● Presenting clear findings that colleagues can understand and use.

You will also need:

A degree in psychology, cognitive science, human factors, computer science, product/interaction design, human computer interaction or related disciplines.

It's desirable that you have:

● Understanding of agile approaches and experience of working in agile teams.
● Some knowledge of current technologies used to build and operate digital services, and the different technical roles in a digital team.
● Understanding of the GDS Service Manual & Government Digital Standard.
● Knowledge or experience of working in an agile delivery environment.

Ideally you will also have experience in conducting research:

  • With people with low digital skills.
  • With people with accessibility needs.
  • With diverse and hard-to-reach audiences.

    In exchange, we offer:

  • Extraordinary pension schemes.
  • Flexible work hours, season ticket loans, great holiday package.
  • Clear career progression within formalised paths.
  • Professional development and training programmes and opportunities for continued development.
  • A rare opportunity to impact millions of people's lives through your research work.
  • Being part of a supportive research community- we are a diverse, cross-disciplinary team with varied backgrounds across the private, voluntary and public sectors.



    Civil Service pension schemes may be available for successful candidates.


    If you are applying for a role in an office within a regional centre location or a transitional or specialist site, then the following may apply: Daily Travel Assistance will be available for this role, provided the successful applicant is a current HMRC employee and meets the eligibility requirements outlined in the department's Daily Travel Assistance guidance.

    Things you need to know


    Successful candidates must pass basic security checks .

    Nationality statement

    Candidates will be subject to UK immigration requirements as well as Civil Service nationality rules .

    If you're applying for a role requiring security clearance please be aware that foreign or dual nationality is not an automatic bar. However certain posts may have restrictions which could affect those who do not have sole British nationality or who have personal connections with certain countries outside the UK.

    Selection process details

    As part of the application process you will be asked to provide:-

  • Your CV

  • Your employment history

  • A personal statement, which should demonstrate how you meet the user research skills ensuring you give examples relating to your professional experience as a user researcher, referring to the essential and desirable criteria above (1000 words max).

    More information about the competencies and technical skills can be found at:Click here to visit GOV.UK

    Things you need to know:

    We would also like you to bring a portfolio to showcase the work you have done.

    Your CV is all about summarising your skills, knowledge and experience; your portfolio expands upon it by taking a deeper look at all those strengths. A portfolio could include summaries of projects, accomplishments, skills and samples of work that provide evidence of what you have done.

    We will ask you to complete a short user research exercise for the interview; further details of this will be included with the invitation to interview. During the interview we will also ask questions that let you demonstrate your experience and technical skills relevant to the role.

    Feedback will only be provided if you attend an interview or assessment.

    Nationality requirements

    Open to UK, Commonwealth and European Economic Area (EEA) and certain non EEA nationals. Further information on whether you are able to apply is available here .

    Working for the Civil Service

    The Civil Service Code sets out the standards of behaviour expected of civil servants.

    We recruit by merit on the basis of fair and open competition, as outlined in the Civil Service Commission's recruitment principles .

    The Civil Service embraces diversity and promotes equality of opportunity. There is a guaranteed interview scheme (GIS) for candidates with disabilities who meet the minimum selection criteria.

  • Industry
    Job Sector
    Job Position
    £36,750.00 - £40,930.00
    Postal Code
    M3 5DS
    2 Dearmans Pl, Salford M3 5DS, UK Show on map
    Post date
    Closing date

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