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User Researcher

  • Salary: £50000 - £55000 per annum
  • Job type: Permanent
  • Location: London
  • Sector: Web Development
  • Date posted: 22/12/2017
  • Job reference: J379216A

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Salary £55,000

My client are looking for a talented User Reseacher to join their brand new online digital services team. Operating in the third sector they offer a great opportunity to be part of rapidly expanding technical programme of work aimed at young people.


  1. The service successfully delivers a quality service which provides impact for young people to drive them toward positive outcomes at scale.
  2. Collaborative working is in place and the team works in an agile methodology enabling it to successfully deliver against the organizational Data and evidence is used to continually iterate and improve the user's experience to meet growth and quality targets. Each team member supports gathering feedback and evidence from users - both young people and volunteers - as a basis to make changes to the service design.
  3. There's a culture of collaboration across both the Service Design and Service Delivery teams, demonstrated through effective communication and constant sharing of findings, challenges and solutions.
  4. The team works in agile to design and implement core elements of the service from product design to creating content to managing marketing output and partnerships.
  5. Every team member shares accountability for achieving overall project goals by being open to sharing tasks and knowledge with fellow team members.
  6. Service Design team members support the successful management of relationships with key suppliers to deliver the required results.
  7. The service is designed to be compliant with key policies and procedures such as legal, data protection and safeguarding.
  8. There are strong relationships between members of the Service Design team and their counterparts in the main organisation, demonstrated by sharing learnings and jointly identifying opportunities to benefit users.


  1. Acts as customer champion, owning, articulating, planning and leading user research activities within the Service Design Team using strong analytical and problem solving skills to understand business problem and devising appropriate research strategies testing both high-level concepts and specific aspects of the service as it is designed and developed.
  2. Works closely with monitoring and evaluation to own the creation of user centred KPIs, to create rich picture of user behavior to tell the full story of how and why young people use our services.
  3. Delivers the end-to-end delivery of new and innovative user research to quality, time and budget through contextual, Discovery and hands-on methodology to generate new and useful insight in relation to PT Online users, helping to ensure that quality products and services are delivered that meet the needs of our target market(s.
  4. Champions user needs within team and fosters a culture of team and stakeholder involvement in user-research and analysis and decision making based on user needs across PT Online and with stakeholders influencing user-centred practices in other teams.
  5. Conducts usability testing, including developing user recruitment briefs, test moderations, analysis and report writing/presenting results.
  6. Effectively communicates user research findings to the team and wider organization presenting research findings in compelling and innovative ways with ability to challenge the status quo and others assumptions and persuade others to take action based on research findings.


Skills and Knowledge:

  • Proven expertise in conducting user research and the research process including: drafting discussion guides; recruiting respondents; organising test venues and mobilising resources; carrying out guerrilla/pop-up testing; interviewing and; moderating focus groups and usability (lab) test sessions.

  • Excellent problem solving and analytical skills able to translate business issues and needs into relevant, actionable research plans and objectives.
  • Ability to develop recommendations based on quantitative and qualitative evidence and to evaluate and solve problems creatively to inform product decisions.
  • Excellent communication skills and ability to present research findings in a creative and compelling way, tailored to the needs of the audience.
  • Excellent digital literacy.
  • Highly collaborative


  • Significant experience and proven track record in user research (preferably to a youth audience) and able to use a variety of user research methodologies to build a rich picture of customers and other user groups.
  • Experience of developing recommendations based on quantitative and qualitative evidence and evaluating and solving problems creatively to inform product decisions.
  • Experience working in agile teams and SCRUM, including defining user needs and working with web analytics.
  • Experience and able to demonstrate resilience in working in a high pressure environment to demanding targets.

Behavioural Indicators:

  • Delivering Results

Delivers great outcomes through our vision and strategy, effectively planning and meeting targets.

Makes effective, data-driven decisions.

  • Leading by Example

Is an inspiring role model for others, building trust and living our Values; Always keeps young people at the centre of what we do.

  • Continuous Improvement

Consistently seeks to improve how we do things to achieve better outcomes for young people. Embraces change and innovation.

  • Effective Communication

Communicates clearly, effectively and honestly. Listens to others and adapts communication to suit them.

  • One Team

Works with others as one team, actively collaborating to achieve a shared vision. Builds relationships across The Trust, sharing information and expertise.


  • Approachable - will be open minded and value diversity
  • Non-judgemental - will focus on the potential not the past
  • Inspiring - will lead by example
  • Empowering - will enable positive change
  • Passionate about The Trust's goals and delivering excellence

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