14907 - Senior User Researcher

£51,549 - £69,659
2
12 Months
London
London
102 PETTY FRANCE (MOJ) LONDON, SW1H 9AJ
Grade 7, Grade 6
A
Fixed Term
For a period of up to 48 months
Full Time
Customer Insight, Psychology, Social Research / Market Research, Digital

Please see person specification for previous experience & qualifications required for this post

Fixed Term Appointment

This appointment will be made on a fixed term 48 month appointment, due to the time limited nature of the Reform Programme. For existing civil servants, whilst the role itself is time limited, successful appointment on promotion will secure this grade on a substantive basis.

Secondments and loans will be considered on an individual basis.

Background

Her Majesty’s Court and Tribunals Service (HMCTS) is an agency of the MoJ and provides the supporting administration for the judiciary across England and Wales.  It delivers services to the public directly in court and tribunal buildings, remotely via business centres and services via the internet.

The £1.1bn Reform Programme is a once in a generation opportunity to transform the entire HM Courts and Tribunals Service, enhancing the provision of a world-class justice system, in a manner that provides an improved user experience at reduced cost to the taxpayer. This will contribute to consolidating the UK’s position at the forefront of an increasingly competitive international legal market as well as ensuring access to justice for all.

The Reform Programme is redesigning and rebuilding our courts and tribunal services around the needs of our users. The reforms cover the physical location and environment of courts, telephony based services and a full range of digital services including establishing new virtual case hearings.

Overview

HMCTS services underpin how criminal, civil, administrative (e.g. tribunal appeals) and family law cases are dealt with. Your research will touch on the lives of every type of citizen as well as a range of other users such as legal professionals and judges.

In HMCTS user research cuts across much more than the development of digital products and services – research is conducted with users across a wide range of service contexts including use of physical courts.

The team deploy appropriate, robust, and innovative qualitative social research and associated methodologies and testing to deliver powerful user research. The team works in partnership with a wider set of social research, insight and data analysis teams within the organisation.

The team is made up of user researchers with a passion for driving the design and development of user experiences that fulfil HMCTS’s goal of being user-focused and evidence driven.

The User Research team’s current focus is producing through primary research actionable insights that inform – and then validate – the organisation’s user experience design. The User Research team also helps maintain fundamental design principles of being user led, and adopts agile ways of working and continuous improvement in the delivery of transformed HMCTS services and products.

The User Research teams sits within the Insight & User Research Division. The Division’s other teams are staffed by experienced professionals with backgrounds in data science and analysis, behavioural science, social research, market research, and a range of quantitative and qualitative research methods.

The key purpose of the role

You will be responsible for developing and overseeing the effective use of user research to inform the delivery of the Reform Programme. You will be an experienced user researcher who will ensure HMCTS and the Reform Programme understands the needs of its users and how these users will be interacting with our redesigned services. Your responsibilities will include providing high quality insight from robust user research and testing, driving evidence based decision making and promoting a culture of user focused, accessible, inclusive service design. Your analysis and research will help drive innovative and cost effective solutions for HMCTS.

You will be able to lead, motivate and inspire other user researchers. You will be working with a range of technical specialists and civil servants across a range of projects to ensure that access to justice is maintained, and improved.

You must be able to demonstrate the return on investment in user research at HMCTS through compelling communication that highlights the impact on the design of services throughout HMCTS.

Key interactions will be with:

  • Reform Programme
  • Service Design Authority
  • Service Owners
  • User Experience team
  • Research, Analyst and Design Communities
  • External stakeholders

Key responsibilities:

Programme and project management

  • Understand programme / project requirements and develop proposals to meet them
  • Identify key stakeholders and their requirements and ensure where appropriate their needs are incorporated through engagement and discussion
  • Ensure that programme design principles are applied in creating programme deliverables
  • Establish clear delivery plans and monitor for performance
  • Manage conflicting demands through negotiation and reprioritisation
  • Draft papers and presentations for the team as required
  • Act as daily representative for the SRO in engagement with customers, stakeholders and suppliers

User Research

  • Demonstrating strong empathy for   the user needs of both service recipients (e.g. citizens) and other service actors (e.g. internal staff)
  • Understand and advocate for the use of multiple user research methods by service delivery teams
  • Support the user research process, choice of tools, and user research partners across a service delivery programme
  • Oversee the execution of user research across the Reform Programme delivery programme
  • Taking responsibility for regularly collating user research outputs from all service delivery teams and present to senior management
  • Mentor and support user researchers at HMCTS and gather evidence of good user research practice
  • Work with the customer engagement team to ensure that continuous monitoring of user feedback is in place once a service is live
  • Provide actionable recommendations for continuous improvement in the practice and deployment of user research across a service delivery programme

Stakeholder relations and collaboration

  • Identify all relevant stakeholders to ensure, where appropriate that their needs are incorporated
  • Develop and maintain constructive relations with all programme and project stakeholders. This will include: staff and managers as customers, external suppliers, judiciary, other government departments
  • Deliver effective communications and engagement using stakeholder and communication plans
  • Actively build and maintain a network of colleagues and contacts to achieve progress on objectives and shared interests
  • Encourage contributions and involvement from a broad and diverse range of staff by being visible and accessible
  • Effectively manage team dynamics when working across Departmental and other boundaries
  • Actively involve partners to deliver a business outcome through collaboration that achieves better results for citizens
  • Seek constructive outcomes in discussions, challenge assumptions but remain willing to compromise when it is beneficial to progress

Representation of the Department

  • Act alone and with senior colleagues in frequent representation of the Department with stakeholders on programme and project matters.
  • Operate as the link between headquarters and those affected by the programme / projects in HMCTS operations and other partners.
  • Take the lead in specific negotiations with suppliers, partners and other agencies

Accountability

  • Report to Band A Head of User Research

Other duties

The post holder is required to work in a flexible way and undertake any other duties reasonably requested by line management which are commensurate with the grade and level of responsibility of this post.

Person specification

  • It is essential that the candidate has the following skills and experience:

-    3+ years conducting user research

-    Degree Human-Computer Interaction, Human Factors, Cognitive Psychology, Sociology, Anthropology, or related field

-    In-depth understanding of user-centred design principles and tools

-    Experience working directly with Design, Software, Content and Product team members

-    Experience of defining, commissioning and delivering public-facing user testing and research;

-    Experience of using the appropriate research methods to generate specific insights into user behaviour and needs;

-    Worked within an Agile software development project/programme;

-    Experience of facilitating and communicating with senior stakeholders, including Ministers, senior management teams and the public;

-    Experience of managing project or programme deliverables within budget.

  • It would be desirable if the candidate could demonstrate:

-    5+ years conducting user experience research is preferred - demonstrated expertise in a relevant field;

-    Experience of defining or delivering services for the Digitally Excluded;

-    Experience of defining and implementing a strategic approach to user research;

-    Experience of introducing new ways of working into an existing team or department;

-    Experience of contracting and managing suppliers to deliver outcomes to the required quality;

-    Experience of working with the courts and tribunals service, within the legal community or justice sector.

Key Civil Service Competencies

You will be required to provide evidence of the following key competencies at Level 4.

Seeing the Big Picture

  • Anticipate economic, social, political, environmental and technological developments to keep activity relevant and targeted
  • Identify implications of Departmental and political priorities and strategy on own area to ensure plans and activities reflect these
  • Create policies, plans and service provision to meet citizens’ diverse needs based on an up-to-date knowledge of needs, issues and relevant good practice
  • Ensures relevant issues relating to their activity/policy area are effectively fed into strategy and big picture considerations
  • Adopt a Government-wide perspective to ensure alignment of activity and policy
  • Bring together views and perspectives of stakeholders to gain a wider picture of the landscape surrounding activities and policies

Changing and Improving

  • Understand and identify the role of technology in public service delivery and policy implementation
  • Encourage and recognise a culture of initiative and innovation focused on adding value – give people space and praise for creativity
  • Effectively capture, utilise and share customer insight and views from a diverse range of stakeholders to ensure better policy and delivery
  • Spot warning signs of things going wrong and provide a decisive response to significant delivery challenges
  • Provide constructive challenge to senior management on change proposals which will affect own business area
  • Consider the cumulative impact on own business area of implementing change (culture, structure, service and morale)

Leading and communicating

  • Be visible to staff and stakeholders and regularly undertake activities to engage and build trust with people involved in area of work
  • Clarify strategies and plans, communicate purpose and direction with clarity and enthusiasm
  • Stand by, promote or defend own and team’s actions and decisions where needed
  • Confidently engage with stakeholders and colleagues at all levels to generate commitment to goals
  • Lead by example, communicate in a truthful, straightforward manner with integrity, impartiality and promoting a working environment that supports the Civil Service values and code
  • Be open and inviting of the views of others and respond despite pressure to ignore, revert or concede

Managing a Quality Service

  • Exemplify positive customer service behaviours and promote a culture focused on ensuring customer needs are met
  • Establish how the business area compares to customer service expectations and industry best practice and identify necessary improvements in plans
  • Make clear, pragmatic and manageable plans for service delivery using programme and project management disciplines
  • Create regular opportunities for staff and customers to help improve service quality and demonstrate a visible involvement
  • Ensure the service offer thoroughly considers customers’ needs and a broad range of available methods to meet this, including new technology where relevant
  • Ensure adherence to legal, regulatory and security requirements in service delivery and build diversity and equality considerations into plans

Location of Post

Please see recruitment details. London 102 Petty France Street, London, SW1H 9AJ. The post holder may be required to work at different HMCTS locations in the course of their duties.

Flexible working options

HMCTS offers a flexible working system in many of its offices.

Job Sharing and Reduced Hours

All applications for job sharing or reduced hours will be treated fairly and on a case by case basis in accordance with the MoJ’s flexible working policy and equality policy.

Excess Fares and Relocation Allowances

This job is not eligible for relocation allowances but excess fares may be considered in accordance with MoJ’s excess fares allowance policy.

Working Arrangements & Further Information

Some of MoJ’s terms and conditions of service are changing as part of Civil Service reform. The changes will apply to staff joining MoJ who are new to the Civil Service. Staff joining MoJ from other civil service employers will transfer onto the new MoJ terms if they are already on 'modernised' terms in their current post or onto 'unmodernised' MoJ terms if they are on 'unmodernised' terms at their current post. Details will be available if an offer is made.

Flexible working hours

The Ministry of Justice offers a flexible working system in many offices.

Benefits

The MoJ offers a range of benefits:

Annual Leave

Generous allowances for paid holiday starting at 25 days per year, and rising as your service increases. There is also a scheme to allow qualifying staff to buy or sell up to three days leave each year. Additional paid time off for public holidays and 1 privilege day. Leave for part-time and job share posts will be calculated on a pro-rata basis.

Pension

The Civil Service offers a choice of pension schemes, giving you the flexibility to choose the pension that suits you best.

Training

The Ministry of Justice is committed to staff development and offers an extensive range of training and development opportunities.

Support

  • A range of ‘Family Friendly’ policies such as opportunities to work reduced hours or job share.
  • Access to flexible benefits such as salary sacrifice arrangements for childcare vouchers, and voluntary benefits such as retail vouchers and discounts on a range of goods and services.
  • Paid paternity, adoption and maternity leave.
  • Free annual sight tests for employees who use computer screens.

Networks

The opportunity to join employee-run networks that have been established to provide advice and support and to enable the views of employees from minority groups to be expressed direct to senior management. There are currently networks for employees of minority ethnic origin, employees with disabilities, employees with caring responsibilities, women employees, and lesbian, gay, bisexual and transgender employees.

Working for the Civil Service

The Civil Service Code sets out the standards of behaviour expected of civil servants.

We recruit by merit on the basis of fair and open competition, as outlined in the Civil Service Commission's recruitment principles.

The Civil Service embraces diversity and promotes equality of opportunity.

There is a guaranteed interview scheme (GIS) for candidates with disabilities who meet the minimum selection criteria.

Expected January 2018

25/12/2017, 23:55 hours.

Closing Date: 25th December 2017 at 23:55 hours

If you require any assistance please call 0845 241 5359 (Monday to Friday 8am - 6pm) or e mail Moj-recruitment-vetting-enquiries@sscl.gse.gov.uk Please quote the job reference 14907

Baseline Personnel Security Standard (BPSS)

To apply for roles in MOJ you will need to confirm your employment history for at least 3 years prior to the date of application so that pre-employment checks (BPSS) can be undertaken. If you have spent significant time abroad (a total of 6 months in the past 3 years) you would be required to give a reasonable account of the reasons why. 

For some roles you will be required to successfully complete National Security Vetting at Counter Terrorism (CTC), Security Clearance (SC) or Developed Vetting (DV) level as a condition of appointment. To meet CTC/SC/DV requirements you will normally need to have been resident in the UK for at least 3/5/10 years prior to the date of application (The level of checks that are required are stated in the advert).

If you do not meet the above requirements, you may still be considered if, for example:

  • You've been serving overseas with HM Forces or in some other official capacity as a representative of HM Government
  • You were studying abroad
  • You were living overseas with parents

In such cases you will need to be able to provide referee cover for the period(s) of residence overseas. The duration of overseas residence and the country of abode will also be taken into account.

Candidate Information

You may be required to provide statements describing your skills and experience relevant to each of the selection criteria. We recommend that you structure any examples as Situation, Task, Action and Result. For more information about the recruitment process and answers to general queries, please click the below link which will direct you to our Candidate Information Page.

Link: https://justicejobs.tal.net/vx/candidate/cms/About%20the%20MOJ

In the event of a large number of applications, we reserve the right to undertake the following processes:


  • An automated online test where a benchmark must be passed to progress;
  • A sift on the lead selection criteria. If this happens, the lead criteria will be the first one listed in the advert.

During the selection process, you may be asked to undertake an additional assessment (such as written test). If this is applicable you will be notified of this when you are invited to interview.



if you feel that your application has not been treated in line with the Civil Service Recruitment Principles, please contact SSCL (Moj-recruitment-vetting-enquiries@gov.sscl.com) in the first instance
Seeing the Big Picture
Changing and Improving
Leading and Communicating
Managing a Quality Service
Degree Human-Computer Interaction, Human Factors, Cognitive Psychology, Sociology, Anthropology, or related field

We have provided detail of the assessment stages and areas being assessed to help you prepare for completing your application form, and to advise of what will be assessed following this, if you successfully pass the application stage.


Application form stage assessments

Interview stage assessments

There is 1 interview stage for this vacancy.

A Great Place to Work for Veterans

The "Making the Civil Service a Great Place to work for veterans" initiative includes a guaranteed interview scheme to those who meet the minimum criteria to provide eligible former members of the Armed Forces with opportunities to secure rewarding jobs. Allowing veterans to continue to serve their country, and to bring highly skilled individuals with a broad range of experience into the Civil Service in an environment, which recognises and values your previous service in the Armed Forces.
For further details about the initiative and eligibility requirements visit : https://www.gov.uk/government/news/making-the-civil-service-a-great-place-to-work-for-veterans

Redeployment Interview Scheme

Civil Service departments are expected to explore redeployment opportunities before making an individual redundant. The MoJ are committed, as part of the Redeployment Interview Scheme, to providing opportunities to those who are 'at risk of redundancy'.

MoJ are able to offer an interview to eligible candidates who meet the minimum selection criteria, except in a limited number of campaigns. Candidate's will not be eligible for the Redeployment Interview Scheme if they are applying on promotion.

This job is broadly open to the following groups:

· UK nationals

· nationals of the Republic of Ireland

· nationals of Commonwealth countries who have the right to work in the UK

· nationals of the EU, Switzerland, Norway, Iceland or Liechtenstein and family members of those nationalities with settled or pre-settled status under the European Union Settlement Scheme (EUSS) (opens in a new window) https://www.gov.uk/settled-status-eu-citizens-families

· nationals of the EU, Switzerland, Norway, Iceland or Liechtenstein and family members of those nationalities who have made a valid application for settled or pre-settled status under the European Union Settlement Scheme (EUSS)

· individuals with limited leave to remain or indefinite leave to remain who were eligible to apply for EUSS on or before 31 December 2020

· Turkish nationals, and certain family members of Turkish nationals, who have accrued the right to work in the Civil Service

Further information on nationality requirements (opens in a new window) https://www.gov.uk/government/publications/nationality-rules

This Vacancy is closed to applications.