Overall purpose of role
Lead the user research function for Scope’s support and advice content.
Carry out user research and testing to make sure that content helps disabled people and their families to solve problems.
Main responsibilities and accountabilities
Manage and mentor a user researcher.
Manage supplier relationships and costs for any outsourced research and testing work.
Research the information needs of disabled people and their families. Research includes qualitative and quantitative methods, keyword research and web analytics.
Work with content designers to plan content that meets agreed user stories and acceptance criteria.
Contribute to critical reviews of new content, checking that it meets the agreed acceptance criteria.
Test content with users for comprehension and completeness.
Provide research and testing support for menu design and optimisation.
Use data and testing to identify where to improve published content.
Take part in daily team stand-ups.
Contribute to regular team retrospectives, reflecting on working practice and suggesting improvements.
Support people in other teams across Scope with user research and testing.
Advocate for a user-centred approach to content design and inclusive content. This can include writing for the team blog and speaking at external events.
Meet all internal and external standards relating to research. This includes ISO and GDPR requirements.
Grade Specific Competencies
To supervise and encourage team members to maximise their potential through continuous learning whilst challenging and dealing with under performance.
To recruit, manage and develop staff within Scope’s HR and operational policies and procedures
To utilise volunteers appropriately within the department
Lead effective and engaging team meetings
Mandatory for all staff
To work seamlessly across department or team boundaries in a collaborative and constructive manner to implement Scope’s strategic direction
To demonstrate a commitment to customer service excellence and deliver against the requirements of Scope’s quality framework.
To work within Scope’s policies and procedures.
Customer insight manager
Research panel officer
Scope service managers and advisers
Customers of Scope services
Freelance content designers
Scope website users
Degree or equivalent qualification or experience
MRS Diploma or other recognised research qualifications
Knowledge and experience
Experience working in a user research role
Experience of both qualitative and quantitative research methods
Experience of carrying out all stages of a research project, including writing detailed research briefs
Experience of meeting ISO and GDPR requirements.
Experience of carrying out user research and testing to support content design
Experience of using data to improve the usability and usefulness of content
Experience of using web analytics and search data to support your research
Understands the social model of disability
Understands how make research accessible to disabled participants
Experience of line managing a small team
Experience of managing research projects
Experience of using Agile processes like KanBan to manage work
Skills and competencies
Self-motivated with the ability to work on own initiative
Strong organisational skills, including prioritising workloads and meeting deadlines
Creative mindset, finding the best solution by testing and learning
Outstanding attention to detail
Collaborates and develops rapport with a range of people
Strong spoken and written communication skills
Presenting to a small audience
Facilitation of group discussions
Supporting Scope: Talks to team and others about how we can contribute to Scope’s strategic direction.
Taking responsibility: Plans ahead and agrees and achieves SMART objectives
Solving problems: Seeks and analyses information to identify and understand the root causes of problems and barriers and see the opportunities for improvement that they present.
Valuing customers: Consults with customers, delivers what is promised and ensures they are satisfied
Working as part of a team: Manages differences constructively, dealing effectively with conflict and valuing diversity.