Senior User Researcher

Job description

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.

Key contacts

Internal contacts

User researcher

Content designers

Senior editor

Programme Lead

Team coordinator

Research manager

Customer insight manager

Research panel officer

Scope service managers and advisers

Policy advisers

External contacts:

Customers of Scope services

Research participants

Freelance content designers

Scope website users

External suppliers

Person Specification

Qualifications

Degree or equivalent qualification or experience

MRS Diploma or other recognised research qualifications

Knowledge and experience

Essential

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.

Desirable

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

Essential

Self-motivated with the ability to work on own initiative

IT literate

Numerate

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

Desirable

Presenting to a small audience

Facilitation of group discussions

Scope Behaviours:

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.