User Researcher

The Digital, Data and Technology (DDAT) directorate draws together the expertise in digital within the organisation to design, build and support digital services offered by UK Export Finance. The DDAT directorate has recently published its strategy, outlining the service vision, principles, and culture required to move the organisation forward.

The DDAT Group is headed up by a Director and supported by three Deputy Directors covering the responsibilities of:

• Chief Digital Officer (Digital Services / Data and Analytics / User-centred Design)
• Chief Technology Officer (Engineering / Technology)
• Head of Transformation (PMO / Governance)

The DDAT group plays a central role in how UKEF runs its business and engages with its customers. The team has fostered a fast-pasted environment, focusing on delivering user-centred products and services for UKEFs internal and external users. The fully agile teams are closely aligned to the Government Service Standard and Technology Code of Practice and play a pivotal role in the delivery of UKEFs mission and objectives.

UKEF is committed to be a more user-centred organisation, making it easier for customers to deal with us, offering improved response times, quicker decision-making and improved case-processing. To enable this, UKEF is committed to using digital as a primary means for managing relationships with a wider range of stakeholders. Focusing on developing services to meet user need and enable business outcomes, this is an exciting role showing the growth and drive of UKEFs digital ambition.

This role will undertake user research for projects and service across UKEF, researching with internal and external users, and working with the team to design digital products and services to meet user needs and business goals.

In this role, you will:

• Lead the planning, design and delivery of user research using a range of methods from discovery through to live.
• Document and analyse user research findings and present back to the team and stakeholders.
• Recruit a diverse range of participants to ensure research is inclusive, accessible and meets Government standards.
• Maintaining research outputs so that everything is traceable and shareable.
• Choose appropriate ways to engage teams in research and foster a culture of collaboration. Work closely with the team to turn findings into actions that lead to valuable improvements to our services.
• Represent user research for UKEF at cross-government and internal assessments against the Service Standard.
• Communicate user research findings to the wider organisation to build a strong and empathetic understanding of UKEF users.
• Contribute to UKEFs user centred design community.
• Contribute to the service design, user experience and user research community across Government, promoting knowledge sharing and adoption of good practice.

This list is not exhaustive, and you may be required to carry out additional duties according to business needs.

Essential

Qualifications

• N/A

Knowledge

• User focus. You know how to give direction on which tools or methods to use. You are experienced in meeting the needs of users across a variety of channels. You can bring insight and expertise in how user needs have changed over time to ensure these are met by the business. You know how to apply strategic thinking in how to provide the best service for the end user. (Skill level: working) (A)
• Analysis and synthesis. You understand how to apply techniques for the analysis of research data and synthesis of findings. You know how to involve your team in analysis and synthesis. You can present clear findings that colleagues can understand and use. (Skill level: working) (A,I)
• Inclusive research. You understand the diversity of users of government services and the need to make services usable and accessible for everyone. You can work with colleagues to include many kinds of users in appropriate research activities. (Skill level: working) (I)

Skills/Ability

• Research skills. You understand and have experience of a broad range of user research methods. You know when to use those methods and how to apply them correctly. You know how to involve your team in research activities. (Skill level: working) (A)
• Strategic insight. You understand what problem the team is trying to solve. You can align user research activities to inform decision making and action. (Skill level: working) (P)
• User-centred and agile practices. You understand and have experience of a range of user-centred practices. You know how to work with colleagues to plan and do continuous user research in a multidisciplinary team. (Skill level: working) (A,I,P)

Experience

• Digital perspective. You have the ability to apply a digital understanding to your work, considering assisted digital and access needs are met. (Skill level: working) (A)
• Community collaboration. You know how to work collaboratively within a group, actively networking with others and varying feedback for the appropriate time to ensure the discussion sticks. (Skill level: working) (A,I)
• Experience of encouraging and coaching individuals and running User Research workshops/training to facilitate learning. (Skill level: working) (I)
• Experience of working within constraints. You can work with and challenge senior stakeholders. You know how to prioritise and mitigate constraints and can turn them into an advantage. You can adapt the approach depending on the constraints (A,I)

This post is in line with the Government and Digital Profession Capability Framework and specifically the skills, knowledge and experience associated with a User Researcher