Who you’ll be working with
The Digital Delivery Centre was set up in 2015 to support HMRC’s Digital by Default ambitions. Following the Agile methodology, the services that we deliver have the user’s needs at the forefront.
We have grown our capacity in the centre by almost 85% in 18 months, and we are now looking for the right candidates to support our future expansion plans.
The focus of your role
As a User Researcher at you will be responsible for generating new and useful user insights and for translating them into features and actions that will allow service/product managers to iteratively improve their service for users
What you’ll do
• Plan, design and conduct in-house research to test new service ideas and concept development (including user requirements gathering, early stage concept and prototype testing, guerrilla research and usability testing sessions, and other approaches to ensure the user need is fully understood in the service design)
Lead the formal usability testing process for a digital service - from developing user recruitment briefs through to test moderation, analysis and report writing
• Work with Service/Product Managers to devise appropriate research strategies to generate focused insights and to convert concepts into high quality stimulus material;
• Work closely with designers, business analysts and software developers to turn user data into actionable user stories that influence product/service direction and prototype development
• Design, script and analyse ad-hoc quantitative surveys
• Manage ad-hoc qualitative/quantitative research projects such as proposition development, visual identity and customer experience mapping
• Present findings, recommendations and customer insights to senior decision makers
• Manage day-to-day operations with a range of usability and market research agencies with accountability for schedules, value for money and deliverables
• Have excellent interpersonal skills and the ability to quickly develop strong working relationships in high pressure environments
• Be involved in the wider user research community (outside of HMRC and the government) identifying good practices we can adopt and sharing our experiences
• Share knowledge of tools and techniques with technical and non-technical team members in the wider HMRC digital team and across government, acting as mentor to other junior user researcher
What you’ll bring
• Experience of using a variety of usability testing methodologies to reveal actionable customer insights and gather user needs for web based services
• Experience of creating research strategies/approaches
• Experience of managing, executing and analysing usability test sessions, and facilitating workshops
• Confident in explaining user needs to senior civil servants and acting as a persuasive advocate for those needs both within the team and the department at large
• Extensive knowledge of human factors, ethnography, and the user-centered design process for product and service design in an iterative development environment
• Demonstrable knowledge, experience in and passion for user centered design practices
• Experience of audience modelling and developing design personas
• Experience across web content, tools and transactional services, especially those with complex user journeys (involving development of a logical sequence of steps to complete transactions)
• Comfortable in the capacity of mentor for other user researcher(s)
What we’ll offer you
Professional development. Accelerated career progression. An environment that encourages entrepreneurial spirit. It’s all on offer at Capgemini. And although collaboration is at the core of the way we work, we also recognise individual needs with a flexible benefits package you can tailor to suit you.
Why we’re different
At Capgemini, we help organisations across the world become more agile, more competitive and more successful. Smart, tailored, often-groundbreaking technical solutions to complex problems are the norm. But so, too, is a culture that’s as collaborative as it is forward thinking. Working closely with each other, and with our clients, we get under the skin of businesses and to the heart of their goals. You will too.
Capgemini is proud to represent nearly 130 nationalities and its cultural diversity. Our holistic definition of diversity extends beyond gender, gender identity, sexual orientation, disability, ethnicity, race, age and religion. Capgemini views diversity as everything that makes us who we are as an organization, including our social background, our experiences in life and work, our communication styles and even our personality. These dimensions contribute to the type of diversity we value the most: diversity of thought.
We want to make sure that we find the right people to work in our teams, and we know that working full-time isn’t necessarily right for everyone. So we’d love to hear from you if you feel you’re a great fit for this role, and would like to work flexibly. As an example, some of our team members work four days a week, but travel across the UK during their working days. Or you might prefer to work three days a week (in a job share scenario) with travel limited to Greater London. If you are the right person for this role, we’ll find the right working approach for you.