User Researcher

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About the role

HSE is at the start of its digital journey. In 2017 we chose Microsoft Dynamics 365 as our preferred technology platform to enable us to deliver case management functionality (CMS) and customer and stakeholder relationship management (CRM). Implementing the new system(s) will act as a catalyst for us to transform our current business model, interactions and processes. We want to create a digital-by-default experience for our customers through a range of flexible digitally enabled services and channels. Our customers are typically duty-holders (companies, businesses or an individual who has a duty under the law), industry bodies and members of the public.

We work to GDS standards. https://www.gov.uk/service-manual/service-standard. It’s key to us that we build services that work effectively for all groups of users. This means that we put user research and understanding user needs at the heart of the way we work, delivering projects iteratively using an agile methodology. All the external digital services we develop will go through GDS assessments, a quality assurance process to ensure that they are fit for purpose. In parallel through the HSE governance process we assure the quality of the operational service model that underpins the service, and the design and effectiveness of the staff user interface.

We put our first digital service - a licensing regime- live in January 2018; the Basic Safety Standards Directive,(Ionising Radiation Regulations), and have a series of projects underway relating to other licensing services, our customer contact channels and our website.

We are implementing a component driven business architecture with reusability at its core. Specifically we want to

           Enable end-to-end management of workflow within HSE, automated wherever possible with customer authentication/validation as well as seamless handoffs to / from the third parties we regularly interact with (e.g. for contributions from local authorities or other agencies).

           Provide intuitive user interface(s) which make us easy to work with

           Have a 360-degree view of our customers.

           Embed KPI tracking, business intelligence and management information to enable us to shape our processes and ways of working responsively.

           Deliver a technical architecture solution that is flexible, geared to interface with other systems in a modular ‘plug and play’ way and that enable interoperability through open standards.

           Adopt the latest technologies to support field based mobile working, providing our staff with the right tools to fulfil their regulatory responsibilities

           Build a knowledge base which is easy to access and can support our staff, our duty holders and the general public.

           Enable case specific collaboration between our divisions and teams, and with external parties.

           Gather consistent and regularly updated information and insight into stakeholders to build and improve HSE engagement with a diverse range of stakeholders and direct engagement activity with key corporate stakeholders.

The user researcher role sits at the heart of this. It’s critical for us to understand users’ functional and emotional needs using a range of qualitative and quantitative methods. We want to build a community of user researchers and user experience designers who will work collaboratively with configuration and build teams to design and test services (or prototypes of services) with users. This role will be a key ambassador of the GDS principles and will support embedding a user driven approach to service design.

About you

You’ll bring to this role, knowledge, experience in and a passion for user centered design practices for web, and service development. Adept at balancing exceptional delivery for customers with the needs of User Research, you’ll be able to translate insights into actionable recommendations and experience design. You’ll need experience of designing, facilitating and analysing a wide range of qualitative and quantitative user research methods (and an understanding of the strengths and limitations of different research methods) including for complex user journeys.

About HSE

Health and Safety Executive (HSE) is the independent regulator for work-related health and safety. We act in the public interest to reduce work-related illness, death and serious injury across Great Britain’s workplaces.

HSE is highly regarded both nationally and internationally. The benefits that our work brings to business, workers and the UK economy are clear. Improved health and safety risk management protects workers and translates into reduced sickness absence, lower healthcare and welfare costs, and better productivity.

To discover more and how you can help us to help Great Britain work well, and to apply, please click on the 'Apply' button.

Full time, 12 month contract (with potential extension)