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Senior User Researcher

Premium Job From Care Quality Commission
Recruiter: Care Quality Commission
Listed on: 3rd September
Location: Homebased but will need to be able to travel to London, Leeds and Newcastle for research purposes and team activities
Salary Notes: £37,694 (National Framework) or £42,712 (London Framework - if you are London office based or homebased and live within the boundary of the M25)
Type: Contract

Senior User Researcher

Grade B - £37,694 (National Framework) or £42,712 (London Framework - if you are London office based or homebased and live within the boundary of the M25)
Contracted Hours: Full time 37 hours per week
Contract Type: Fixed Term, Secondment. 2 positions available for 12 months

Closing date: Thursday 23rd September 2021 at 11.59pm

Location: Homebased but will need to be able to travel to London, Leeds and Newcastle for research purposes and team activities

Are you committed to helping us regulate health and social care within England?

We are looking for individuals who are caring, demonstrate integrity, work well as part of a team and always strive for excellence in everything they do. Help us make sure health and social care services provide people with safe, effective, compassionate, high-quality care and encourage care services to improve.

Let us tell you a little bit about the role....

The Care Quality Commission (CQC) is transforming how it designs and delivers digital services, building capacity across the organisation for better service delivery.

We're making CQCs services and information simpler, clearer and faster for our providers, inspectors and the wider public. To support this important mission, we are looking for Senior User Researchers to establish a deep understanding of the needs of users at the heart of the teams working on them.

You will help teams develop an understanding of the people who use a service. The findings enable teams to design and build better services quickly and to continuously improve services, based on data and evidence.

You will plan and lead user research activities, build user centred practices and align user research activities with wider plans to inform service proposals.

You will work with multidisciplinary teams working in rapid cycles to research, prototype and incubate solutions, services and models, testing them to gather data on what could work for our users.

What we're looking for from you...

You're an experienced user researcher with excellent communication skills who's comfortable with Agile and is a passionate advocate of user-centred design

You can understand complex problems and help plan research methods to inform the design of solutions to them

You're experienced in engaging sceptical colleagues and stakeholders and presenting evidence in a clear and accessible way.


  • Plan, design and carry out user research activities to support the design, development and continuous improvement of complex services for all our users - the public, providers, stakeholders and staff.
  • Organise the recruitment of user research participants including working with recruiters where needed.
  • Prepare discussion guides and scripts to support user research sessions.
  • Facilitate/moderate user research sessions.
  • Lead analysis of research data and produce clear and actionable findings, including working closely with colleagues to create a rich picture of user behavior.
  • Communicate user research findings to help the team and wider organisation develop a deep understanding of users and their needs.
  • Work closely with the multidisciplinary team to turn user research findings into stories and actions that lead to valuable product and service features.
  • Align user research activities with organisational strategy to inform the roadmap of service development.
  • Embed user-centred design practices into the work of the organisation's teams
  • Mentor and guide more junior user researchers to assure and improve research practice.
  • Contribute to the wider government user research community.

Essential Skills and Experience:

  • Excellent oral and published written communication skills
  • Experience of delivering in an agile environment
  • Knowledge of health and social care or regulatory environments
  • Experience of managing multiple projects
  • Experience of dealing with senior stakeholders
  • Experience of advocating for user research and engaging sceptical colleagues and stakeholders
  • Experience of helping teams adopt user-centred service design and delivery practices and embedding them into their agile workflow
  • The ability to understand the complex problems a team is trying to solve, and align user research activities to inform decision making and action
  • Experience of helping teams adopt a wide range of user research methods, analysis and synthesis techniques and approaches to presenting and sharing findings
  • Proven experience of introducing new user research methods into a team, and guiding colleagues in the choice and effective application of research methods
  • The ability to include all kinds of users in appropriate research activities to help teams understand the diversity of users of CQC services
  • A good understanding of the social and technological context for public sector services and experience of aligning user research activities to help teams understand changing user behaviour
  • (Desirable) Knowledge of the technologies used to build and operate digital services, and the ability to work closely with colleagues in technical roles and to constructively challenge technical constraints
  • (Desirable) Experience of user research for government services and the GDS service standard assessment
  • (Desirable) Line management experience
  • (Desirable) Experience of managing internal and external suppliers

Contact Name: Adam Duell
Reference: TJ/8249/645
Job ID: 2974439

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