Senior User Researchers.
Citizens Advice
London
1d ago

Citizens Advice provides free, independent and impartial advice and information to help people resolve their legal, money and other problems.

In the last year alone, Citizens Advice helped 2.7 million people through a network of 2,700 locations and there were 43 million visits to our advice website.

As we approach our 80th year and embark on our next strategy, you will play an important part in ensuring the organisation can innovate and deliver the best service for our clients.

Senior User Researchers. £44,137 plus £3,520 London Allowance. 200 Aldersgate, London. Full time. 2 Roles : 1 Permanent and 1 Fixed term for to 31st March 2020.

Job Ref : 18 252. Our Customer Journey team works to understand people’s problems and provide accessible support to meet their needs through products and services.

We started as a digital team and now work across the whole customer journey. We’re looking for two experienced Senior User Researchers to lead our user research strategy and activities across two exciting new programmes of work -

Universal Support service for Universal Credit claimants and our Future of Support programme for our network of local Citizens Advice charities.

Universal Support is an entirely new service to support people who encounter difficulties when applying for Universal Credit.

Citizens Advice has just been awarded funding from the Department for Work and Pensions to provide this, and we are currently mobilising for national roll out from April.

This will be a complex multi channel service, and there will be a small team of user researchers across the programme to ensure the best possible customer journey and advice.

This role would be fixed term until March 2020. Future of Support aims to improve the products and services offered by national Citizens Advice to our network of 300 local charities, 6,500 staff and 23,000 volunteers.

Working from the bottom up, we will be resdesigning these products and services in a user-centred way. You’ll be working closely with a small team of business analysts, service designers and another user researcher on this newly launched work programme.

This role is permanent. About you : . You will be passionate about helping organisations to understand and design for user needs.

You’ll be confident working with a wide range of colleagues, which could include content designers, service designers, business analysts, UX designers, developers and operational delivery roles to use research insights and ensure user needs are met.

You’ll be comfortable designing research activities working with a range of methodologies, and supporting others to do the same.

You’ll be motivated to collaborate, and expert in facilitation and leading groups to unearth insights and test hypotheses.

You’ll manage user researchers, and be an advocate for user research and user experience design across the organisation.

You’ll be confident working with a range of stakeholders, and able to be credible and influential with senior colleagues.

You will be able to bring both analytical rigour and creativity, and help teams to apply these insights in design and delivery.

The Customer Journey team works Agile - which means that we work collaboratively and research is often quick turnaround.

We are looking for someone who will be capable of researching and generating concrete actionable insights in a fast paced, iterative environment.

Citizens Advice values diversity, promotes equality and challenges discrimination. We encourage and welcome applications from people of all backgrounds.

We particularly welcome applications from disabled and Black, Asian and Minority Ethnic people, as they are currently under represented in our workforce.

Closing Date : 19th December 2018. Interview Date : From 12th December 2018 (We encourage you to apply before the closing date.

We will be interviewing on a rolling basis, and reserve the right to close the application window once the roles are filled).

Apply
Add to favorites
Remove from favorites
Apply
My Email
By clicking on "Continue", I give neuvoo consent to process my data and to send me email alerts, as detailed in neuvoo's Privacy Policy . I may withdraw my consent or unsubscribe at any time.
Continue
Application form