HMRC is building a modern, digital tax administration and runs the biggest digital operation in Government, providing digital services for 45 million individuals and 4.9 million business customers. Our digital programme is multi-award winning and the envy of other government organisations.
We are undergoing a major transformation programme, which includes a major investment in digitisation. This means customers can do more for themselves online, in real time, on computers, tablets and smartphones therefore we are building a team of outstanding people who will create and run these new and improved technology services.
Our role sits within HMRC’s Chief Digital & Information Group (CDIO) we’re increasingly delivering in-house through our growing network of digital delivery centres – hi-tech, state-of-the-art facilities across the UK.
As a Senior User Researcher, you will lead the Research Operations (ResOps) team to support the profession across HMRC and work closely with the Head of Profession.
You will join a lively and supportive User Research community, based at one of our CDIO Centres across the UK, with access to research labs and facilities.
Our team are passionate and committed to conducting robust research with real-world impact, and bring varied expertise from the private, voluntary and public sectors.
This is an exciting time to join an organisation that probably doesn’t work how you’d imagine a government organisation would. Our blog tells you a bit more about what we do and how we do it.
As a Senior User Researcher in our team, you will:
Collaborate with Head of Profession and professional leads to build on the ways of working within the profession to have a consistent approach across the community supporting the 100 plus professionals.
Lead the User recruitment strategy for the HMRC User panel to include all types of users.
Collaborate with other government departments on establishing a improved User Panel platform and build a ResearchOps community.
Define our strategy towards data protection and GDPR Compliance.
Working closely with Commercials to ensure we engage with the right suppliers.
Working closely with Product & User Centre Design operations team to have a consistent approach across all professions.
Help build user centred practices across the department.
Mentoring and guiding members of your team.
Contributing to the wider user research community including presenting at meetups, writing blog posts and leading on aspects of practice.
Experience and knowledge within the User Research profession to support the profession.
Experience of advocating for user research and engaging sceptical colleagues and stakeholders.
Experience of helping teams to adopt user centred service design and delivery practices and embed 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.
Proven experience in meeting ambitious deadlines and delivering high-quality work on schedule, including quickly turning around outputs in different formats.
The ability to include all kinds of users in appropriate research activities, to help teams understand the diversity of users of government services.
The flexibility to work in a fast-changing environment and ambiguous situations.
Excellent communication, presentation and interpersonal skills; the ability to communicate complex concepts clearly and persuasively across different audiences and varying levels of the organisation.
Enthusiasm and experience for coaching and mentoring of team members.
A degree in psychology, cognitive science, human factors, computer science, product/interaction design, human computer interaction or related subject areas, or equivalent professional experience.
Experience with Operational function.
Knowledge or experience of working in an agile delivery environment.
A relevant postgraduate qualification (e.g. Human Factors, HCDE, Cognitive Psychology or related subject areas).
Understanding of the Government Service Standard and GDS Service Manual.
We are an equal opportunity employer and value diversity at our company. We do not discriminate on the basis of race, religion, colour, national origin, sex, gender, gender expression, sexual orientation, age, marital status, veteran status, or disability status. We will ensure that individuals with disabilities are provided reasonable adjustments to participate in the job application or interview process.