User Researcher – ICT

at  Hackney Borough Council

Salary - Grade
GBP £46,053 to £48,063 46053 - PO3
Contract Type
Permanent
Contracted Hours
Full Time - 36 hours per week
DBS Required
No
Department
Finance & Corporate Resources
Service

WHAT WE DO

We help residents find information, use services, and get support from the council, in a way that works best for them.

To do this we:

• Manage the council website
• Partner with Customer Services
• Work with teams from across the council
• Follow the methods set out in the Government Service Manual.

Our team priorities are:

• To provide a website that works for residents
• Ensure systems, training and processes for Customer Services to meet resident needs
• Refine a roadmap of service design opportunities
• To be a brilliant and high-performing team

ABOUT THE ROLE

As a User Researcher, you will design, plan and carry out research activities. To do this you will:

• Lead user research activities for your team, using a range of methods
• Analyse research data and synthesise findings
• Share insights to build understanding, consensus and help decision making
• Take insights and work with your team towards design solutions
• Help others do research in a consistent and quality way
• Contribute to the design and research community of practice at Hackney.

You will work with team members and colleagues in Customer Services to ensure they have the systems, training and processes to meet residents’ needs. This could involve conducting research to understand how to reduce repeat contact, or supporting the design of forms for residents contacting the council.

The role will suit you if:

• You are, or have been, a user researcher who wants to make a difference
• You’ve done a different role with relevant skills, and are interested and willing to learn
• Have experience using different user research methods and know how to apply them
• Have experience with involving teams in research activities, like analysis and synthesis
• Can work in a fast-paced environment, as part of a diverse team