Senior Service Designer

As the UK's regulator for the energy industry, Ofgem works on behalf of energy consumers to ensure that every household and business in the UK can rely on a safe and environmentally sustainable energy supply.

We are looking for a senior user researcher who can use their skills and enthusiasm to help improve consumer understanding of the energy sector and net zero, and enable those we regulate to easily find relevant guidance.

You will be an highly motivated senior user researcher who will be an advocate for users as we transform OFGEM.GOV.UK

The successful candidate will:

• Plan, prepare and lead user research activities to support the design, development and iteration of digital services.

• Develop user centred methods that provide actionable insight to improve audience engagement as we transform our digital services.
• Align user research with organisation activities and evidence-based decision making to inform the Ofgem communications proposition.
• Engage senior stakeholders and colleagues in the analysis and synthesis of research data, acting as an advocate for user needs.
• Be responsible for mentoring and coaching colleagues and building the practice of inclusive user centred practices in our communications teams.
• Work collaboratively with colleagues across digital and policy disciplines to deliver our transformation.

What you will be doing

You will take on a varied and challenging workload including:

• Developing personas and/or audience archetypes to support our communications activities and website development.

• Evaluating and improving user journeys.

• Embedding user centred principles and new ways of working in the creation of user focused content on ofgem.gov.uk.
• Providing UX thought leadership for the digital team and wider organisation so that they share an understanding of our audiences.
• Developing and delivering user testing to support website transformation.

What we need from you

• Experience of user centred design practices for website development.
• Experience of designing, facilitating and analysing contextual research studies.
• Experience of in a wide range of user research methods
• Excellent analytical and problem solving skills, and the ability to quickly develop recommendations based on quantitative and qualitative evidence.
• Ability to challenge constructively, using data to make your point

We are serious about offering you professional development, training and support. You can also expect an excellent benefits package, a great working environment with scope for hybrid working, and a shared sense of purpose.

We welcome candidates from all backgrounds, and especially welcome individuals from underrepresented groups. While this is a full-time role, flexible working patterns are welcome.

Ofgem works on behalf of energy consumers to ensure that every household and business in the UK can rely on a safe, affordable and environmentally sustainable energy supply. We are playing a vital part in accelerating the transition to Net Zero and a carbon neutral energy system - a goal that everyone wants to achieve.

As Senior User Researcher you will plan, design and carry out research activities with users that help us get a deep understanding of the people that use ofgem.gov.uk and related platforms. The successful candidate will work with the Digital Communications team and colleagues across the organisation to transform our website, advocating for user-focused approach to content and website development. 

As an experienced practitioner you will:

• Plan, prepare and lead user research activities to support the design, development and iteration of digital services.
• Develop user centred methods that provide actionable insight to improve audience engagement as we transform our digital services.
• Align user research with organisation activities and evidence-based decision making to inform the Ofgem communications proposition.
• Engage senior stakeholders and colleagues in the analysis and synthesis of research data, acting as an advocate for user needs.
• Be responsible for mentoring and coaching colleagues and building the practice of inclusive user centred practices in our teams.
• Work collaboratively with colleagues across digital and policy disciplines to deliver our transformation.

You will need to deliver your expertise with genuine enthusiasm and an attention to detail that enables colleagues to better understand the diverse needs of our users and  improve user experience on our website.

Key Responsibilities

• Plan, build and run user research activities to support the design, development and continuous improvement of digital services.
• Use analytical skills and work with colleagues to develop and use insight, interpreting research to better understand user needs and improve their experience.
• Evaluate customer journeys and make sure they are the best they can be, identifying gaps and overlaps.
• Manage the usability testing process from recruiting participants, designing test tasks, and preparing discussion guides, to test moderation, analysis and presenting results.
• Use data and analytics to create a rich picture of user behaviour to tell the story of how and why people use our services.
• Have a holistic view of the digital estate and content strategy, providing guidance on how our digital channels and platforms best support communication priorities.
• Increase understanding across the organisation by acting as an advocate for the benefits of user centred design by default and presenting to colleagues.
• Sketching, diagramming, prototyping and designing for websites.

Key Outputs and Deliverables

• Work with Head of Digital Communications to transform the ofgem.gov.uk user
• Develop and maintain personas and/or audience archetypes to support our communications activities.
• Use data and analytics to create a rich picture of user behaviour to tell the story of how and why people use our services.
• Embed user centred principles and new ways of working in the creation of user focused content on ofgem.gov.uk.
• Provide UX thought leadership for the digital team and wider organisation so that they share an understanding of our audiences.

• Significant knowledge, experience and passion for user centred design practices for website development. (LEAD CRITERIA)
• Proven experience of designing, facilitating and analysing contextual research studies. (LEAD CRITERIA)

• Demonstrable experience of in a wide range of user research methods and helping teams to adopt them.
• Excellent analytical and problem solving skills, and the ability to quickly develop recommendations based on quantitative and qualitative evidence.
• Ability to challenge constructively,?using data to support your position, whilst being able to compromise where appropriate to create effective content which meets the interests of both internal and external customers.