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User Researcher

H M Revenue & Customs
Closing date
1 Oct 2021

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Technology & New Media
Contract Type
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HMRC is looking for a User Researcher - Contract - Bristol, Worthing, Manchester, Edinburgh

This is a REMOTE 6 month initial contract INSIDE IR35

We need someone to start ASAP. This role is fully remote. The office base is one of Bristol, Worthing, Manchester, Edinburgh if you were commutable to that office it would help in the future but not essential.

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.

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 establishing a team of outstanding people who will build and run these new and improved technology services.

As a User Researcher, you will have the unique opportunity to work on some of the largest digital transformation programmes undertaken in Government as well as in other sectors. Your role will be to ensure that user needs are central to the design and implementation of Government services.

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.


· Planning, designing and preparing a range of user research activities to support the design, development and continuous improvement of complex government services.

· Carrying out a wide range of user research activities from recruiting participants, preparing discussion guides and moderating research sessions.

· Communicating user research findings to help the team and wider organisation develop a deep understanding of users and their needs.

· Working closely with product managers, designers and developers to turn user research findings into stories and actions that lead to valuable product and service features. Aligning user research activities with wider plans to inform service proposition. Building user centred practices in new and larger teams.

· Assessing services to ensure they meet the Service Standard.

· Able to turn research data into clear findings that inform decisions.


· Exceptional research and analysis skills, (e.g. designing, conducting, and analysing data and information from different research methodologies)

· Excellent communication, presentation and interpersonal skills; the ability to communicate complex concepts clearly and persuasively across different audiences and varying levels of the organisation.

· Strong qualitative and analytical skills, excellent attention to detail and good business judgement.

· Understanding of the Government Service Standard and GDS Service Manual

· The flexibility to work in a fast-changing environment and ambiguous situations

· Knowledge or experience of working in an agile delivery environment

· A degree in psychology, cognitive science, human factors, computer science, product/interaction design, human computer interaction or related disciplines.

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